Customer Service Manager

Flex-N-Gate; Allen Park (MI); On-site; USD 70,000 - 98,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Flexible Spending Account

401(k) matching

Job summary

Flex-N-Gate, a leading automotive supplier, seeks a Sales Customer Service Manager to ensure the organization understands and satisfies its customers' requirements by developing customer service policies and handling inquiries.

The Manager leads a team, sets KPIs, and collaborates with Sales, Product, Supply Chain, and Engineering to drive continuous improvement in order processing, warranty handling, and the overall customer experience.

Qualifications

• Post-secondary education or equivalent experience.
• 4+ years in customer service, with 2+ in supervisory roles in automotive aftermarket or consumer goods.
• Familiarity with automotive terminology, fitment catalogs (ACES/PIES), warranties, and aftermarket installation challenges.
• Hands-on experience with SAP and advanced Microsoft Excel.

Responsibilities

• Hire, train, and develop a team of customer service and technical support representatives; set KPIs and foster a product-informed culture.
• Serve as primary escalation point for complex order issues, warranty claims, and shipping disputes; translate technical nuances into clear solutions.
• Oversee end-to-end order processing in ERP/CRM; ensure accurate entry, stock updates, and timely fulfillment with warehouse coordination.
• Maintain strong relationships with commercial accounts while handling direct consumer inquiries to high standards.
• Identify bottlenecks in the customer journey and implement best-in-class service workflows and response times.

Skills

Customer Satisfaction

Communication

Energy and Stress Management

Team Work

Problem Solving

Accountability and Dependability

Ethics and Integrity

Analytical

Coaching and Mentoring

Organization

Decisiveness

Education

Post-secondary education relevant to position

Tools

SAP

Microsoft Excel

Job description

Flex-N-Gate is a leading manufacturer and supplier of components for the automotive industry, recently ranked 10th of the 150 Top North American Suppliers in “Automotive News.” A growing and vital company, Flex-N-Gate provides a great opportunity for hard-working and skilled individuals.

Summary

The Sales Customer Service Manager ensures that the organization understands and satisfies its customer’s requirements developing customer service policies and procedures and handling inquiries from customers. The Customer Service Manager is responsible for ensuring the company delivers the highest level of customer service possible.

Core Competencies

• Customer Satisfaction
• Communication
• Energy and Stress Management
• Team Work
• Problem Solving
• Accountability and Dependability
• Ethics and Integrity
• Analytical
• Coaching and Mentoring
• Organization
• Decisiveness

Job Duties

• Hire, train, and develop a team of customer service and technical support representatives. Set daily/weekly performance KPIs and foster a collaborative, product-informed team culture.
• Act as the primary escalation point for complex order issues, fitment inquiries, warranty claims, and shipping disputes. Translate technical product nuances into clear solutions for customers.
• Oversee the end-to-end order processing lifecycle within our ERP/CRM system, ensuring accurate order entry, stock status updates, and timely order fulfillment coordination with the warehouse.
• Maintain strong relationship channels with commercial accounts (jobbers, retailer, WDs, e-commerce dealers) while maintaining high standards for direct consumer (B2C) inquiries.
• Identify bottlenecks in the customer journey and implement best-in-class service workflows, RMA/warranty handling procedures, and response time standards.
• Partner closely with Sales, Product, Supply Chain, and Engineering to communicate recurring product issues, inventory shortages, and customer feedback trends.
• Responsible for administering company policies within established guidelines including, but not limited to, daily attendance and any disciplinary action for department employees.
• Applies problem-solving methodology, i.e. customer specific.
• Understands and complies with all customer packaging, shipping and labeling instructions.
• Accesses all Customer Supplier Portals.
• Accesses and reviews performance status on Customer Metrics.
• Knowledge and understands all Customer Continuous Improvement Procedures.
• Understands and complies with all Customer Shipping and Delivery Performance Requirements.
• Aware of safety requirements and regulation.
• Understands the requirement and use of Personal Protective Equipment.
• Understands Inspection Standards and/or Quality Key Points.
• Maintains compliance to company policies and work rules, safety standards and good housekeeping practices.
• All other duties as assigned.

Requirements

• Post-secondary education relevant to position or equivalent experience
• 4+ years of customer service experience, with at least 2+ years in a supervisory or management role within the automotive aftermarket or consumer goods sector.
• Familiarity with automotive terminology, vehicle fitment catalogs (e.g., ACES/PIES standards), warranties, and common aftermarket installation challenges.
• Hands-on experience with SAP. Advanced Microsoft Excel skills required.
• Exceptional verbal and written communication skills with an ability to de-escalate high-stress situations constructively.
• Proficiency with database applications and administration systems, specifically Microsoft Office.
• Proven capability to analyze root causes of recurring order/product friction and deploy procedural fixes.

What We Offer

• Medical, dental, prescription, vision, life and disability insurance; and a flexible spending account
• 401(k) retirement savings plan with company match
• Extensive safety training, new hire orientation, continuous learning and development programs and tuition reimbursement
• Paid holidays and vacation time

What do our employees have to say?

“It engages you professionally, and provides learning opportunities.”

“Lots of growth opportunity.”

“The company’s young enough to be exciting, but old enough to be stable.”

Not just a job—a great place to work!

Flex-N-Gate is an equal opportunity employer. EEO/Minorities/Females/Veterans/Disabled.