Customer Service Manager

Bodycote; Hebron Estates (KY); On-site; USD 80,000 - 112,000; Full time

Job summary

Bodycote is seeking a Customer Service Manager to translate customer demand into a production and delivery plan, balancing capacity and priorities while ensuring reliable delivery. The role serves as a key link between customers and operations and requires leadership across multiple functions.

The position emphasizes collaboration with Customer Service, Production, Engineering, and Supply Chain, with a focus on improving delivery performance and operational efficiency.

Qualifications

• Bachelor's degree in a related field; equivalent combination of education and manufacturing/planning experience may be considered.
• 5+ years in manufacturing, production planning, supply chain, scheduling, customer service, or operations.
• Experience balancing demand with available capacity and communicating with customers.
• Experience using ERP/MRP and data analysis to evaluate demand, capacity, utilization, and scheduling scenarios.
• 2+ years of leadership or cross-functional leadership.
• Strong communication skills and ability to interact with management, customers, and shop floor.

Responsibilities

• Review demand, forecasts, orders, and requirements to establish priorities and delivery commitments.
• Interface with customers and internal stakeholders to communicate schedules and manage delivery expectations.
• Develop and maintain production schedules aligning demand with capacity, materials, equipment, and labor.
• Analyze capacity, bottlenecks, and utilization to identify risks and opportunities for delivery improvements.
• Balance priorities and commitments against operational capacity and resources.
• Monitor on-time delivery and planning metrics; drive continuous improvement.
• Provide leadership visibility into demand, capacity, utilization, and future resource needs.
• Support site 6S initiatives and ensure adherence to established standards.
• Collaborate across Customer Service, Production, Engineering, Maintenance, and Supply Chain.

Skills

Production planning

Scheduling

ERP/MRP

Capacity analysis

Customer communication

Leadership

Data analysis

Excel

Cross-functional collaboration

English language

Education

Bachelor's degree in related field

Equivalent combination of education/experience

Tools

ERP/MRP systems

Microsoft Excel

Job description

Due to the nature of our business and a heavy industrial market, Bodycote deems this position to be safety sensitive.

Summary

The Customer Service Manager is responsible for translating customer demand into an executable production and delivery plan while balancing customer requirements, available capacity, machine utilization, and operational priorities. This role serves as a key link between customers and operations, with accountability for reliable delivery and effective utilization of available resources. The position works with minimal supervision and within established guidelines as set by the Customer Supply Chain Manager.

Essential Job Functions (Duties and Responsibilities)

The primary duties consist of, but are not limited to the following:

• Review customer demand, forecasts, orders, and changing requirements to establish priorities and delivery commitments.
• Interface directly with customers and internal stakeholders to communicate schedules, resolve constraints, and manage delivery expectations.
• Develop and maintain production schedules that align customer demand with available capacity, materials, equipment, and labor.
• Leverages production department’s reporting and analysis of capacity, machine utilization, bottlenecks, and constraints to identify risks and opportunities for improved delivery performance.
• Balance customer priorities and delivery commitments against operational capacity, making recommendations when demand exceeds available resources.
• Monitor schedule adherence, on-time delivery, and other key planning and customer service metrics.
• Proactively identify potential delivery risks and coordinate corrective actions across Customer Service, Production, Engineering, Maintenance, and Supply Chain.
• Continuously evaluate planning processes and capacity / resource utilization metrics to improve business responsiveness and customer service.
• Provide leadership with visibility into demand, capacity, utilization, delivery risks, and future resource requirements in conjunction with production leadership.
• Drive accountability for execution of the agreed production and delivery plan.
• Takes an active role and provides full support implementing and promoting the site 6S initiatives, taking full ownership of his/her area(s) of responsibility and driving compliance to established standards.
• Performs other duties as dictated by position or required by the Customer Supply Chain Manager.
• Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
• May have access to proprietary and third-party information necessary to the business and as such will perform duties in an ethical and professional manner.

Qualifications

• Bachelor's degree in Supply Chain Management, Operations Management, Industrial Engineering, Business, or a related field.
• An equivalent combination of education and substantial relevant manufacturing/planning experience may be considered in lieu of a bachelor's degree.
• 5+ years of progressive experience in manufacturing, production planning, supply chain, scheduling, customer service, or operations.
• Demonstrated experience in production planning and scheduling, including balancing customer demand with available manufacturing capacity.
• Demonstrated experience with capacity planning, resource utilization, and identifying production constraints or bottlenecks.
• Experience working directly with customers or customer-facing teams to establish delivery commitments, communicate changes, and resolve delivery issues.
• Experience using ERP/MRP systems to support demand planning, production scheduling, order management, and capacity analysis.
• Demonstrated experience using Excel and data analysis to evaluate demand, capacity, utilization, performance, and scheduling scenarios.
• At least 2 years of leadership experience, either through direct people management or significant cross-functional leadership.
• Language Skills: Must be able to communicate effectively, both orally and in writing.
• Requires effective communication skills for interfacing with top management levels, shop supervision and customers.
• Requires ability to instill confidence in customers through understanding of needs and maintain a high level of credibility.
• Knowledge of computer applications is required.
• Must be tactful, diplomatic, and patient when handling customer complaints.
• Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
• Must demonstrate the ability to read, write and communicate the English language.
• May have access to compensation information of other employees or applicants in this role and as such cannot disclose the pay of other employees or applicants to other individuals.
• Detail-oriented and goal-driven customer service professional possessing exceptional communication, leadership, and organizational skills.
• Must demonstrate the ability to streamline operation that increase efficiency and company profit.
• Passion for winning.

Physical & Mental Demands

• Must be able to work in a sitting position for extended periods of time (at desk, while driving, and/or on airplane travel) in an office/industrial environment.
• Manual dexterity to perform data entry functions.
• Ability to bend, pull, stoop, and reach to perform functions.
• Ability to lift 25-30 lbs.
• May be exposed to heat, fumes, noise, and humidity, etc.
• Must have the cognitive and mental capacity to perform essential job functions.
• Must be able to communicate effectively orally and in writing.
• Visual acuity to read documents, computer screens, files, etc.
• Ability to hear in person and via phone.

The statements herein are intended to describe the general nature and levels of the work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, the job description does not constitute a written or implied contract for employment. Bodycote reserves the right to revise or change job duties and responsibilities as the need arises.

Bodycote is an Equal Opportunity Employer and does not discriminate against current and prospective employees based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age for individuals over forty years of age, military and veteran status, sexual orientation, or any other basis protected by applicable federal, state and local laws.

The statements herein are intended to describe the general nature and levels of the work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, the job description does not constitute a written or implied contract for employment. Bodycote reserves the right to revise or change job duties and responsibilities as the need arises.

Bodycote has a longstanding commitment to provide a safe, quality-oriented, and productive work environment and for these reasons, all applicants in the United States who receive a conditional offer of employment must undergo a drug screen before employment begins.

Bodycote is an Equal Opportunity Employer and does not discriminate against current and prospective employees based on race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age for individuals over forty years of age, military and veteran status, sexual orientation, or any other basis protected by applicable federal, state and local laws.

Our services are a vital part of many manufacturing processes. We make metal stronger, more durable, and more corrosion resistant. Servicing local and international clients from highly accredited facilities our experience and expertise ensures we deliver to the quality and reliability demanded by the markets we serve and the products we deliver.