Customer Service Manager

C.E. Smith Company, Inc.; Greensboro (NC); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health/dental/vision insurance

401(k) with company match

Job summary

CE Smith Company seeks a Customer Service Manager to lead our OEM customer service operations. You will manage day-to-day client relations, order management, and service operations for select accounts, serving as the primary liaison among customers, sales, engineering, and production teams.

You will develop strong account teams, establish workflows, response-time standards, and cross-functional processes to ensure on-time delivery and customer satisfaction.

Qualifications

• Minimum high school diploma required; a bachelor's degree or 3–5 years in related roles is preferred.
• Experience in manufacturing, industrial, or distribution environments is strongly preferred.
• Proficiency with CRM/ERP systems (Salesforce, NetSuite, Epicor, SAP) and MS Excel is expected.
• Excellent organization and ability to manage multiple accounts with accuracy.
• Team player who collaborates with sales, engineering, quality, and production.

Responsibilities

• Serve as the primary operational contact for key B2B accounts and manage client relationships.
• Oversee order intake, PO accuracy, lead-time management, and schedule alignment with production.
• Coordinate with sales, engineering, quality, and production to support product releases.
• Monitor orders, resolve delays, and handle escalations and returns efficiently.
• Provide forecasting input for inventory and workflow scheduling across accounts.

Skills

Highly organized

Team player

Multi-account juggling

Excellent communication

Education

High school diploma

Bachelor's degree

Tools

Salesforce

NetSuite

Epicor

SAP

Microsoft Excel

Job description

Job Description: Customer Service Manager

Position Overview

We are seeking an experienced, proactive, and relationship-driven Customer Service Manager to lead our OEM Customer Service operations. In this role, you will oversee day-to-day client relations, order management, and service operations for a select group of accounts.

You will act as the key liaison between our customers, sales reps, engineering, and production teams to ensure smooth order execution, clear communication on program requirements, and long-term customer satisfaction.

Key Responsibilities

Account & Client Relationship Management

• Serve as the primary operational point of contact for key B2B accounts.
• Build and maintain strong ongoing relationships with buyer teams, purchasing managers, and plant coordinators.
• Manage customer-specific programs, terms, and proprietary products.

Order Management & Logistics Coordination

• Oversee purchase order intake, PO acceptance, deposit verification, and order releases across customer accounts.
• Coordinate lead-time expectations, sample orders, and multi-part releases with production and shipping departments.
• Track open orders, manage production schedules against customer delivery dates, and resolve delays proactively.

Team Leadership & Operations

• Manage, mentor, and guide the internal customer service team handling OEM inquiries, order entry, and claims.
• Establish clear workflows, response-time standards, and communication protocols for key account management.
• Handle account escalations, product issues, return authorizations, and delivery discrepancies efficiently.

Cross-Functional Collaboration

• Partner closely with Sales, Engineering, Quality, and Production teams to support product releases and client requirements.
• Communicate technical and program specifications clearly across internal departments and external accounts.
• Provide operations and materials planning teams with account forecasting to assist with inventory and workflow scheduling.

What We’re Looking For

• High school diploma required
• Bachelor's degree or 3-5 years of experience in inside sales, customer service, account management, or a related role
• Experience in a manufacturing, industrial, or distribution environment strongly preferred
• Comfortable reading basic specs, quotes, or purchase orders (technical/mechanical aptitude a plus)
• Proficiency with CRM or ERP systems (e.g., Salesforce, NetSuite, Epicor, SAP) and Microsoft Office/Excel
• Highly organized, able to juggle multiple accounts and priorities without dropping details
• A team player who works well with production, quality, and shipping departments

What We Offer

• Health/dental/vision insurance
• 401(k) with company match

About CE Smith Company

• As a 3rd-generation family-owned company, CE Smith combines decades of metal fabrication expertise with high-precision manufacturing to deliver top-tier products for OEM partners, commercial accounts, and marine enthusiasts. Operating out of our expansive facilities, we offer full-service contract manufacturing - from precision stampings to complex assemblies. We are also an industry leader in commercial trailer components and premier marine hardware, including our flagship rod holder product lines. As our OEM and contract programs expand, we remain committed to quality and American manufacturing excellence.