Customer Service Manager

Timken Company

Norton Shores (MI)

On-site

USD 90,000 - 120,000

Full time

8 days ago

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Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) with company match

Tuition Reimbursement

Paid Holidays

Job summary

Rollon by Timken in Norton Shores, MI, is seeking a Customer Service Manager to lead our customer support and order management teams. You will drive a culture of service excellence, coordinate with Engineering, Production, Quality, and Supply Chain, and ensure timely and accurate order fulfillment for OEMs, system integrators, and distribution partners.

The role emphasizes people development, process improvement, and measurable impact on customer satisfaction and business growth.

Qualifications

Bachelor's degree or equivalent technical/industry experience required.
Experience with industrial automation or engineered-products preferred.
Demonstrated leadership and team development skills.

Responsibilities

Lead CSRs and field service coordinators to deliver strong customer experiences.
Oversee end-to-end order lifecycle from quote to delivery.
Assist with basic pre-sales inquiries and post-sales troubleshooting.
Coordinate with Engineering, Production, Quality and Supply Chain.
Establish and monitor KPIs and present performance reports to management.

Skills

Team Leadership

Customer Service

Order Management

Cross-Functional

KPIs & Reporting

Problem Solving

Education

Bachelor's degree in Business/Engineering

Tools

ERP Systems

CRM Software

Job description

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Great customer experiences don't happen by accident. They're led by great people!

Are you a customer-focused leader who thrives at the intersection of technology, teamwork, and operational excellence? Do you know how to turn complex customer challenges into positive experiences and build a team that consistently delivers results?

Rollon by Timken is looking for a Customer Service Manager who knows that exceptional service goes far beyond answering questions - it's about building relationships, solving problems, and delivering on promises.

As a leader in the linear motion and industrial automation industry, Rollon designs and manufactures high-performance motion components and engineered solutions for customers around the world. We're looking for an experienced, technically savvy, and hands-on leader to oversee our Customer Service and Order Management functions while helping us take the customer experience to the next level.

If you're passionate about developing people, improving processes, and creating outstanding customer experiences, this could be the opportunity you've been looking for!

The Opportunity

As our Customer Service Manager, you'll be the driving force behind our customer support and order fulfillment operations. You'll lead and develop a team of customer service professionals, oversee the complete order management process, and serve as a critical connection between our customers and internal teams, including Engineering, Production, Quality, and Supply Chain.

You'll bring together technical knowledge, leadership, and a customer-first mindset to ensure our OEM customers, system integrators, and distribution partners receive the responsiveness, expertise, and solutions they expect.

This is more than managing a department - it's an opportunity to make a measurable impact on customer satisfaction, operational performance, and business growth.

Key Responsibilities

Team Leadership: Recruit, train, and mentor a team of technical Customer Service Representatives (CSRs) and field service coordinators.
Order & Contract Management: Oversee the end-to-end order lifecycle for complex, highly engineered motion control products, from quote to delivery.
Technical Troubleshooting: Assist customers with basic pre-sales inquiries, product selection (actuators, guides, RTUs), and post-sales technical troubleshooting.
Cross-Functional Collaboration: Coordinate closely with mechanical and electrical engineers, production scheduling, and inventory teams to meet tight project deadlines.
Customer Escalations: Serve as the primary escalation point for delivery delays, product defects, or warranty issues, ensuring swift and diplomatic resolution.
Metrics & Reporting: Establish and monitor KPIs (e.g., On-Time-In-Full delivery, response times, and customer satisfaction), presenting performance reports to upper management.
Continuous Improvement: Identify root causes of recurring customer issues and collaborate with operations and quality teams to implement process improvements and prevent future defects.

Qualifications & Skills

Bachelor’s degree in Business Administration, Mechanical/Electrical Engineering, or equivalent technical/industry experience is required.
3-5+ years of customer service management experience within industrial automation, manufacturing, robotics, or a highly technical engineered-product field preferred
Experienced people manager with high level of motivation of the team
Experience with Internal sales and/or interest as we move the team forward to selling
Solid understanding of linear motion components, actuators, gearboxes, PLCs, or related automated machinery preferred

Compensation and Benefits

Position offers a comprehensive benefits package that includes, health, dental, vision, life, disability, vacation time, 10 paid holidays per year, sick time, tuition reimbursement, 401(k) w/company match.

***IMPORTANT***

All offers of employment are contingent upon the successful completion of a background check (criminal, education and employment verifications, and references), as well as a medical screening that includes drug testing.

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.

Timken is a global technology leader in engineered bearings and industrial motion. Our expanding portfolio of next-generation solutions helps customers around the world improve efficiency, solve their toughest challenges, and push the boundaries of performance. We employ 19,000 people globally, operate from 45 countries, and posted $4.6 billion in sales in 2025.
We have been recognized as one of America's Most Responsible Companies 6x by Newsweek and one of the World's Most Ethical Companies 15x by Ethisphere.

Why Choose Timken?