Customer Service Manager

MW Components; Fairfield (NJ); In loco; USD 100.000 - 130.000; Tempo pieno

Descrizione del lavoro

Accurate Screw Machine in Fairfield, NJ is seeking a Customer Service Manager to lead the CS department, drive performance, and implement continuous improvements. You will liaise between customers and internal teams, ensuring commitments are met and processes are optimized for growth.

The role requires building strong relationships with strategic accounts, managing escalation, and guiding the team to meet KPIs, backlog and on-time delivery. Domestic travel may be required.

Competenze

• Associate or bachelor's degree in Business Administration, Management, Supply Chain, Operations, or related field preferred; equivalent experience considered.
• 5-7 years progressive customer service, account management, order management, or related experience.
• Minimum of 2+ years direct department, functional, or team-management experience.
• Experience managing employees, setting expectations, providing performance feedback, and developing team members.
• Experience with KPIs, departmental performance, and escalations.
• Experience cross-functionally with Manufacturing, Operations, Planning, Quality, Purchasing, Shipping, Finance, and Sales.
• Manufacturing experience strongly preferred; aerospace/defense experience preferred.

Mansioni

• Lead and oversee all Customer Service Department activities, including order management, quoting support, workload management, workflow, prioritization, staffing coverage, and delegation of responsibilities.
• Establish and review departmental performance, KPIs, open orders, past-due orders, backlog, customer issues, quote activity, and other data to identify trends and opportunities.
• Develop and implement corrective actions and sustainable process improvements when performance falls short.
• Maintain accountability within the Customer Service Team with clear responsibilities, expectations, and follow-up.
• Provide hands-on customer service support for strategic accounts, critical orders, escalations, and complex situations.
• Coach and develop Customer Service Representatives to improve performance.
• Maintain departmental procedures, work instructions, training documentation, and checklists.
• Provide regular performance feedback and conduct reviews per company requirements.
• Oversee complete order-management from receipt to production, shipment, and delivery.
• Review purchase orders for part numbers, pricing, delivery, and requirements.
• Maintain accurate open-order reporting and timely status updates to customers.
• Identify orders at risk of past-due and work with Planning, Manufacturing, Quality, Purchasing, and Shipping on recovery plans.
• Reduce past-due orders through follow-up, escalation, prioritization, and communication.
• Oversee DPAS-rated and other priority customer orders.
• Ensure CS personnel understand responsibilities for DPAS orders.
• Support Quality Management System and aerospace/customer requirements.
• Monitor quote activity, aging, and follow-up to address customer requests.
• Ensure inquiries and RFQs are assigned, tracked, and completed.
• Identify recurring quote activity and opportunities to support account growth.
• Collaborate with Sales and management for appropriate commercial follow-up on major opportunities.
• Directly manage escalated customer concerns and ensure resolution.
• Serve as a management-level contact for key customers and issues.
• Develop strong relationships with key customers to support retention and growth.
• Travel to key domestic customers as needed to resolve issues and strengthen relationships.

Conoscenze

Leadership

Customer service management

KPIs and metrics

Cross-functional collaboration

DPAS knowledge

Aerospace/defense familiarity

Formazione

Associate or Bachelor's degree in Business Administration or related

5-7 years customer service/account management

2+ years direct department or team-management

Experience with order management and quotes

Descrizione del lavoro

Accurate Screw Machine
Fairfield, NJ 07004, USA

• Pay or shift range: $100,000 USD to $130,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

JOB SUMMARY

The Customer Service Manager is responsible for the overall leadership, performance, and continuous improvement of the Customer Service Department. This position establishes departmental objectives, performance expectations, processes, and strategies that support customer satisfaction, operational excellence, revenue retention, and business growth.

The Customer Service Manager is a hands-on leader who develops and holds the Customer Service Team accountable while serving as a key liaison between customers and internal departments, reporting to the General Manager. This individual will proactively identify and resolve customer and operational issues, ensure customer commitments, are effectively communicated, regulations are followed, and managed, and drive sustainable process improvements.

ESSENTIAL JOB FUNCTIONS

• Lead and oversee all Customer Service Department activities, including order management, quoting support, workload management, workflow, prioritization, staffing coverage, and delegation of responsibilities.
• Establish and review departmental performance, KPIs, open orders, past-due orders, backlog, customer issues, quote activity, and other relevant data to identify trends, risks, and opportunities for improvement.
• Develop and implement corrective actions and sustainable process improvements when departmental or individual performance does not meet established expectations.
• Maintain accountability within the Customer Service Team by clearly defining responsibilities, expectations, priorities, response times, and required follow-up.
• Provide hands-on customer service support when necessary, particularly for strategic accounts, critical orders, escalations, and complex customer situations.
• Coach, mentor, develop, and motivate Customer Service Representatives to improve individual and departmental performance..
• Develop and maintain departmental procedures, work instructions, training documentation, and training checklists.
• Provide ongoing performance feedback and conduct formal employee performance reviews in accordance with company requirements.
• Maintain oversight of the complete customer order-management process from receipt and order entry through production, shipment, and delivery.
• Ensure customer purchase orders are reviewed accurately and timely for part number, revision, quantity, pricing, delivery requirements, certifications, quality requirements, terms and conditions, and other applicable requirements.
• Maintain highly accurate customer open-order reporting and ensure customers receive timely and reliable information regarding order status.
• Proactively identify orders at risk of becoming past-due and work cross-functionally with Planning, Manufacturing, Quality, Purchasing, and Shipping to establish recovery plans.
• Drive reduction of past-due orders through active follow-up, escalation, prioritization, and communication.id
• Maintain appropriate oversight and visibility of DPAS-rated and other priority customer orders.
• Ensure Customer Service personnel understand their responsibilities related to identifying, processing, communicating, and monitoring DPAS-rated orders.
• Support compliance with the company's Quality Management System and applicable aerospace/customer requirements.
• Monitor quote activity, responsiveness, aging, and follow-up to ensure customer requests are addressed in a timely manner.
• Ensure customer inquiries and RFQs are properly assigned, tracked, and followed through to completion.
• Assist in identifying recurring quote activity, dormant business, new part opportunities, and other opportunities that may support account growth.
• Work with Sales and management to ensure appropriate commercial follow-up on significant customer opportunities.
• Directly manage escalated customer concerns and ensure issues are investigated, communicated, resolved, and followed through to completion.
• Serve as a management-level point of contact for key customers and significant customer issues.
• Develop strong relationships with key customers to support customer satisfaction, retention, and long-term account growth.
• Travel to key domestic customers as needed to resolve issues, strengthen relationships, improve customer satisfaction, and support business retention and growth.
• Partner closely with Manufacturing, Planning, Quality, Engineering, Purchasing, Shipping, Finance, Sales, and other departments to ensure customer requirements and business commitments are understood and achieved.
• Provide the General Manager and leadership team with regular reporting regarding customer service performance, backlog, past-due orders, delivery risks, DPAS-rated orders, customer escalations, quote activity, and other key business indicators.

EDUCATION AND EXPERIENCE

• Associate or bachelor's degree in Business Administration, Management, Supply Chain, Operations, or a related field preferred. Equivalent relevant experience may be considered.
• Minimum of 5-7 years of progressive customer service, account management, order management, or related experience.
• Minimum of 2+ years of direct department, functional, or team-management experience.
• Demonstrated experience managing employees, setting expectations, providing performance feedback, and developing team members.
• Experience developing, monitoring, and improving customer service KPIs and departmental performance.
• Experience managing customer escalations and complex customer issues.
• Experience with order management, quoting, backlog management, and past-due recovery.
• Experience working cross-functionally with Manufacturing, Operations, Planning, Quality, Purchasing, Shipping, Finance, and Sales.
• Manufacturing experience strongly preferred.
• Aerospace, defense, or other highly regulated manufacturing industry experience preferred.
• Experience working with DPAS-rated orders and aerospace/defense customer requirements preferred

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.