Customer Service Manager

Atlas Copco North America LLC; New Hudson (MI); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Atlas Copco North America LLC is seeking a Customer Service Manager in New Hudson, MI. This role leads the customer service team, drives accurate order processing, and coordinates with production, IT, and finance to ensure timely delivery and invoicing.

You will implement training programs, close process gaps, and maintain high customer satisfaction. Hybrid work setup may require on-site presence and occasional off-hours support.

Qualifications

• 3-5 years direct customer service experience, preferably in automotive.
• Leadership experience in a team environment.
• Minimum 3 years ERP system experience.
• Minimum 3 years EDI experience.
• Knowledge of Covisint Ford applications.
• Knowledge of EV portals.
• Self-motivated with a drive to hit targets.
• High School Diploma or equivalent.

Responsibilities

• Lead the Customer Service team and develop training processes to ensure consistency.
• Monitor transactions for accuracy and policy compliance across the department.
• Process and review orders using Syspro and Cadacus.
• Collaborate with Production, IT, Sales, APQP and Project Management to meet customer demands.
• Coordinate with Finance on pricing and daily invoicing.
• Respond to customer inquiries regarding order status, pricing, and delivery.
• Support off-site hours as needed and participate in customer visits.
• Conduct employee appraisals and create development plans to monitor performance.
• Other duties as assigned.

Skills

Leadership

Training

ERP systems

EDI

Covisint Ford know-how

EV portals

Target achievement

Education

High School Diploma

Tools

Syspro

Cadacus

Job description

Your role

As a Customer Service Manager, you r mission is to provide guidance, training, and support to the customer service department as it relates to customer requirements, production portals, electronic communications, CUMES management, ERP management and other relevant responsibilities in New Hudson, MI. You will report to the Operations Manager.

You will:

• Provide leadership and support to the Customer Service team. Ensuring 100% accuracy in transactions and complete customer satisfaction with the service ordering and delivery processes.
• Develop overall training processes to ensure consistency in operating.
• Determine gaps in processes and work with the team to ensure that they are closed.
• Regularly monitor transactions to ensure accuracy and compliance with approved processes.
• Process and review customer orders using both Syspro and Cadacus.
• Collaborate with Production, IT, Sales, APQP Engineer and Project Management to ensure customer demands are being met and that all important data is collected to begin the business process with a new customer.
• Work with Finance department to confirm accurate pricing and the completion of daily invoicing.
• Follow up on customer inquiries regarding service order status, pricing, delivery, etc.
• Must have flexibility to work hours as required to support the customer. Off-Site support during off hours as needed.
• Participate in customer communication and visits.
• Lead the customer service department.
  • Perform employee appraisals
    • Create required development plans
    • Monitor performance
• Other duties as assigned.

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• Preferred 3-5 years of direct customer service experience - preferably in automotive industry
• Prior experience in a leadership role
• Minimum of 3 years ERP system experience
• Minimum of 3 years EDI experience
• Working knowledge in Covisint: Ford Application Knowledge
• Working knowledge in EV portals
• Self-motivated and driven to achieve targets
• High School Diploma required

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our (insert organization here) inNew Hudson, United States (US).