Customer Service Manager

Rebel Systems LLC; Largo (FL); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Generous Time Off

Comprehensive Benefits

Financial & Career Growth

401(k) Matching

Innovative Culture

Job summary

EnerSys Advanced Systems (EAS) in Largo, FL is seeking a Customer Service Manager to lead the customer service function for defense, government, and commercial clients. You will oversee quotations, orders, and communications, while collaborating with cross-functional teams to drive growth and customer satisfaction.

This role emphasizes process improvement, ISO-aligned complaint handling, and data-driven KPI reporting.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Marketing, or related field.
• 5+ years of progressive experience in customer service, inside sales, account management, or order management.
• Experience using ERP systems and CRM software to manage orders, quotations, and accounts.
• Strong proficiency with Microsoft Office Suite, especially Excel, Word, and PowerPoint.

Responsibilities

• Lead day-to-day customer service for defense, government, and commercial customers to ensure high satisfaction.
• Oversee quotations, order processing, returns, and communications for accuracy and timely fulfillment.
• Collaborate with Business Development, Sales, PM, and Operations to align priorities.
• Develop and maintain customer relationships, act as escalation point for issues, ensure timely resolution.
• Establish and report KPIs, drive service improvements and operational efficiency.
• Manage complaint process per ISO quality procedures and annual customer satisfaction surveys.
• Support accounts with forecasting, quotations, order mgmt, and ongoing sales support.
• Ensure data integrity in ERP/CRM systems and drive process improvements.
• Collaborate with leadership on strategic initiatives, retention, and revenue growth.

Skills

5+ years in CS/Order Mgmt

CRM usage

Microsoft Office Suite

Analytical thinking

Education

Bachelor's degree in Business Administration or related

Tools

ERP systems (Visual ERP)

CRM software

Job description

EnerSys Advanced Systems (EAS) is a specialized division of EnerSys—a global leader in stored energy solutions for industrial applications. EAS focuses on cutting-edge energy solutions for the aerospace, defense, and medical industries. As we continue to grow, we’re looking for individuals who share a passion for these industries and want to be part of an innovative, dynamic team.

Certain positions at EnerSys Advanced Systems require access to information or technology that is subject to the International Traffic in Arms Regulations (ITAR) and other U.S. government security regulations. Candidates for these positions should be a “U.S. Person” under ITAR (U.S. citizen, lawful permanent resident, or a refugee/asylee) and/or otherwise comply with ITAR requirements for access rights to be considered for a position.

What We Offer:

• Generous Time Off – 3+ weeks of paid time off, plus 11 paid holidays
• Comprehensive Benefits – Medical, dental, and vision coverage for employees and dependents at a discounted rate
• Financial & Career Growth – Life insurance, short-term disability, educational reimbursement, flexible spending accounts, and an employee stock purchase plan
• 401(k) Matching – 100% match at a 6% contribution level
• Innovative Culture – We value excellence, teamwork, and long-term relationships with stakeholders, colleagues, and customers. Through innovative technology and ongoing training, we invest in our employees’ skills and career development.

At EAS, we don’t just build batteries – we power systems and devices that protect not only individual citizens but communities across the world.

The Customer Service Manager provides strategic leadership for the customer service function, ensuring a best-in-class customer experience for defense, government, and commercial customers. This role is responsible for overseeing customer support operations, order management, customer satisfaction, complaint resolution, and service performance while establishing processes and performance metrics that drive operational excellence. The Customer Service Manager collaborates with Business Development, Sales, Program Management, Operations, and other internal teams to enhance customer relationships, improve service delivery, and support organizational growth through effective communication, continuous improvement, and customer-focused solutions. This position will primarily support the Rebel Systems site in Largo, FL.

Essential Duties and Responsibilities

• Lead the day-to-day customer service function, ensuring exceptional support for defense, government, and commercial customers while maintaining high levels of customer satisfaction.
• Oversee customer quotations, order processing, returns, and customer communications to ensure accuracy, responsiveness, and timely fulfillment.
• Partner with Business Development, Sales, Program Management, Operations, and other cross-functional teams to align priorities, resolve issues, and support business objectives.
• Develop and maintain strong customer relationships by serving as a key point of contact for escalated issues and ensuring timely resolution.
• Establish, monitor, and report customer service key performance indicators (KPIs), providing recommendations to improve service levels, operational efficiency, and customer satisfaction.
• Manage the customer complaint process, ensuring investigations and documentation are completed in accordance with ISO quality management procedures.
• Oversee the administration, documentation, and analysis of annual customer satisfaction surveys, identifying opportunities for continuous improvement.
• Support assigned customer accounts by managing forecasting, quotations, order management, and ongoing sales support activities.
• Ensure the accuracy and integrity of customer, sales, and order information maintained within ERP, CRM, and other business systems.
• Drive continuous improvement initiatives by evaluating customer service processes, identifying opportunities to increase efficiency, and implementing best practices.
• Collaborate with leadership to support strategic business initiatives, customer retention, and revenue growth.

Qualifications

Required Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Marketing, or a related field; equivalent combination of education and relevant experience may be considered.
• 5+ years of progressive experience in customer service, inside sales, account management, or order management.
• Experience using ERP systems (e.g., Visual ERP) and CRM software to manage customer orders, quotations, and account information.
• Experience managing customer complaints, issue resolution, and customer satisfaction initiatives.
• Strong proficiency with Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
• Ability to analyze customer service metrics and prepare reports for leadership.
• Ability to obtain and maintain any required government or customer facility access, if applicable.

Preferred Qualifications

• Prior experience supporting U.S. Government, Department of Defense (DoD), or military customers.
• Experience working within an ISO 9001 or other quality management system.
• Previous leadership or supervisory experience, including leading teams or coordinating cross-functional initiatives.
• Experience supporting sales operations, forecasting, and customer account management.
• Knowledge of government contracting or defense industry business practices.
• Experience implementing process improvements and customer service best practices.

Core Competencies

• Customer Focus
• Leadership and Team Collaboration
• Relationship Management
• Communication and Interpersonal Skills
• Problem Solving and Decision Making
• Conflict Resolution and Negotiation
• Strategic Thinking
• Process Improvement and Continuous Improvement
• Organizational and Time Management
• Analytical Skills and Attention to Detail
• Adaptability and Flexibility
• Accountability and Results Orientation
• Professionalism and Integrity

General Job Requirements

• This position will work in an office setting, expect minimal physical demands.

EnerSys provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We use artificial intelligence to screen, assess and select applicants for open positions, including for the purposes of reviewing and ranking application materials and scoring answers to application questions. Accordingly, decisions about your application and eligibility for employment with EnerSys may be made based exclusively on the automated processing of the personal information that you submit in your application materials.