Customer Service Manager

Manufacturing Company; Buford (GA); On-site; USD 100,000 - 140,000; Full time

Job summary

Manufacturing Company seeks a Customer Service Manager to oversee the end-to-end process starting from RFQ through logistics and commercial support. The role drives customer satisfaction, profitability, and KPI performance across sales, purchasing, and production.

Ideal candidates have a BS and at least 7 years in a related field, with strong business acumen and communication skills to implement strategies and lead the service team.

Qualifications

• BS preferred with at least 7 years overall experience in a relevant field.
• Minimum 5 years of working experience in a related industry.
• Extensive experience in customer service.
• Strong knowledge of sales, purchasing and production processes.
• P/L responsibility for assigned customer programs.
• Excellent business acumen and communication skills.
• Capital risk management including BOM cost, MOQ, excess/obsolete material and inventory exposure.
• Analytical skills and growth mindset.
• Ability to implement the company's strategy for assigned customers.
• Manage customer accounts profitability and price negotiations.
• Coordinate communication with customers and support escalations.
• Monitor contract execution in factory operations.
• Drive customer satisfaction and develop action plans.
• Lead and develop the customer service team.
• Promote Core Values and model accountability.
• KPI monitoring: Sales, GM per customer, On Time Deliveries, etc.
• Ensure compliance with corporate policies and regulations.

Responsibilities

• Oversee end-to-end customer service from RFQ to logistics support.
• Manage customer programs with profitability and cost awareness.
• Coordinate communications with customers and resolve escalations.
• Monitor contract execution and ensure on-time delivery.
• Lead the customer service team and develop capabilities.
• Ensure adherence to corporate policies and standards.

Skills

Customer service

Sales processes

P/L responsibility

Contract management

Communication

Analytical skills

Cost management

Team leadership

Strategic thinking

Process coordination

Education

Bachelor's degree

Job description

Description: The position is established to manage customer service, starting from the sales offer (RFQ process), through logistic customer service (Customer Logistics process) as well as sales and commercial processes. CSM is responsible for the quality of customer service, both commercial (responsibility for sales and consolidated result per customer) and operational (responsibility for customer satisfaction and main KPIs).

• BS preferred and Minimum 7 years of experience, business or technical orientation, minimum 5 years of working experience from relevant industry. Solid business acumen is a must.
• Several years of experience within customer service.
• Very good knowledge of sales, purchasing, and production processes.
• P/L responsible for assigned customer programs
• High business awareness and communication skills.
• Capital risk management (BOM cost, MOQ, excess/obsolete material, inventory, exposure handling )
• Good knowledge of business models and analytical skills.
• Solutions-focused attitude and growth mindset.
• Implementation of the company's strategy for the customers assigned to the factory.
• Manage customers’ accounts profitability by supporting products and services price negotiations as well as proactively monitoring the internal costs impacting those.
• Coordinate communication with customers for ongoing business as well as in crisis situations, and support escalations resolution.
• Monitor the execution of customer contracts in the factory operations.
• Manage customer satisfaction results and drive development actions.
• Manage customer demand handling by the subordinating department and support Customer Logistics in the decision-making process.
• Develop and lead the customer service team in competence development.
• Promote company Core Values and take a role model accountability for cultivating them in the organization.
• KPI monitoring of subordinate processes, e.g. Sales, Gross Margin per customer, On Time Deliveries, Excess & Obsolete, RFQ Hit rate, Customer Satisfaction Survey results, and actions.
• Ensure in own reporting area compliance with corporate policies and standards, as well as legal regulations, such as Labor, Code of Conduct, Occupational Health & Safety, Environmental, and others.