Customer Service Manager

DSJ Global; Hauppauge (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

DSJ Global is seeking a Customer Service Manager to lead a combined customer service and sales administration team in Hauppauge, NY, coordinating with manufacturing and operations to meet customer requirements and improve processes.

The role focuses on KPI leadership for quoting and order entry, mentoring staff, resolving cross‑functional issues, and ensuring accurate invoicing, on‑time delivery, and strong customer relationships.

Qualifications

• Bachelor's degree preferred.
• 7+ years of customer service, sales administration, or related leadership experience in manufacturing.
• Experience managing inside sales teams.
• Strong background working cross-functionally with operations, manufacturing, supply chain, and commercial teams.
• Demonstrated success driving process improvements, implementing KPIs, and improving operational efficiency.
• Excellent communication, problem-solving, and leadership skills.
• Experience supporting both domestic and international customers is preferred.
• Ability to work on-site five days per week in the Hauppauge, NY area.

Responsibilities

• Lead, mentor, and develop a customer service and sales administration team, providing coaching, direction, and performance management.
• Establish, monitor, and improve KPIs related to quoting, order entry, customer service, and overall team performance.
• Partner closely with Operations, Manufacturing, Quality, and Sales teams to resolve customer issues and improve order fulfillment.
• Drive process improvement initiatives and implement changes that enhance efficiency, customer experience, and departmental effectiveness.
• Review customer requirements, contracts, and purchase orders to ensure compliance and operational feasibility.
• Manage escalated customer concerns and work cross-functionally to resolve complex service, delivery, and invoicing issues.
• Oversee customer portals, supplier scorecards, and reporting metrics to maintain strong customer relationships and service levels.
• Support annual budgeting, resource planning, and strategic initiatives related to customer service operations.

Skills

Leadership

Cross-functional collaboration

KPI development

Process improvement

Communication

Education

Bachelor's degree

Job description

A leading aerospace & defense manufacturing company is currently seeking a Customer Service Manager to lead a customer service and sales administration team while driving operational improvements across the business. This individual will serve as a key liaison between customers, sales, manufacturing, and operations, ensuring customer requirements are met while improving internal processes, team performance, and overall customer satisfaction.

Responsibilities for the Customer Service Manager:

• Lead, mentor, and develop a customer service and sales administration team, providing coaching, direction, and performance management.
• Establish, monitor, and improve KPIs related to quoting, order entry, customer service, and overall team performance.
• Partner closely with Operations, Manufacturing, Quality, and Sales teams to resolve customer issues and improve order fulfillment.
• Drive process improvement initiatives and implement changes that enhance efficiency, customer experience, and departmental effectiveness.
• Review customer requirements, contracts, and purchase orders to ensure compliance and operational feasibility.
• Manage escalated customer concerns and work cross-functionally to resolve complex service, delivery, and invoicing issues.
• Oversee customer portals, supplier scorecards, and reporting metrics to maintain strong customer relationships and service levels.
• Support annual budgeting, resource planning, and strategic initiatives related to customer service operations.

Requirements for the Customer Service Manager:

• Bachelor's degree preferred.
• 7+ years of customer service, sales administration, or related leadership experience within a manufacturing environment.
• Previous experience managing and developing customer service or inside sales teams.
• Strong background working cross-functionally with operations, manufacturing, supply chain, and commercial teams.
• Demonstrated success driving process improvements, implementing KPIs, and improving operational efficiency.
• Excellent communication, problem-solving, and leadership skills.
• Experience supporting both domestic and international customers is preferred.
• Defense, aerospace, electronics manufacturing, or other highly regulated industry experience is strongly preferred.
• Ability to work on-site five days per week in the Hauppauge, NY area.