Customer Service Manager

Capstone Search Advisors; Mantua Township (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading recruitment firm is seeking a results-driven Customer Service Manager to lead a team in a fast-paced manufacturing environment in Mantua Township, Ohio. This role focuses on building strong customer relationships and driving revenue through effective order management. The ideal candidate will have at least 5 years of customer service experience in manufacturing and proven leadership skills, along with the ability to collaborate with cross-functional teams to deliver exceptional customer experiences.

Qualifications

• 5+ years of customer service experience in a manufacturing environment.
• 2+ years of leadership or supervisory experience.
• Proven track record managing and growing key customer accounts.

Responsibilities

• Lead, coach, and develop a team managing quotes and customer accounts.
• Serve as the primary contact for strategic manufacturing customers.
• Analyze account performance and sales metrics to drive profitability.

Skills

Leadership

Customer Relationship Management

Sales Strategies

Manufacturing Process Understanding

ERP systems

CRM platforms

Education

Bachelor’s degree in Business or Engineering

Job description

We are seeking a results-driven Customer Service Manager to lead a team in a fast-paced manufacturing environment. This role is critical to building strong customer relationships, driving revenue through quoting and order management, and managing key accounts to ensure long-term growth and satisfaction. Success requires close collaboration with production, engineering, and supply chain teams to deliver accurate pricing, on-time delivery, and a world-class customer experience.

Key Responsibilities

• Lead, coach, and develop a team of professionals managing quotes, orders, and customer accounts
• Serve as the primary point of contact for strategic manufacturing customers and drive revenue growth within key accounts
• Build strong, long-term relationships with customers to understand their business needs, forecasts, and technical requirements
• Identify opportunities to expand business within existing accounts
• Manage the full inside sales cycle: RFQs, quoting, pricing, order entry, and follow-up
• Collaborate closely with production, engineering, and supply chain teams to ensure product specifications, availability, and delivery timelines meet customer expectations
• Work with outside sales on account strategies, pricing agreements, and customer visits as needed
• Monitor sales pipeline, order backlog, and flow to ensure alignment with production capacity
• Analyze account performance, sales metrics, and margin trends to drive profitability and retention
• Maintain accurate CRM and ERP records for forecasts, order status, and account activity
• Standardize quoting processes, pricing strategies, and sales procedures to improve efficiency and consistency
• Resolve escalated customer issues related to orders, delivery, or product specifications
• Recruit, train, and onboard new inside sales team members
• Support additional projects and initiatives as needed

Qualifications

• Bachelor’s degree in Business, Engineering, or a related field (or equivalent experience)
• 5+ years of customer service experience in a manufacturing environment
• 2+ years of leadership or supervisory experience
• Proven track record managing and growing key customer accounts
• Strong understanding of manufacturing processes, production planning, and supply chain operations
• Experience with ERP systems and CRM platforms
• Ability to read and interpret technical drawings, product specifications, or configurations (preferred)