Customer Service Manager

Leggett & Platt, Inc.; Wilmington (NC); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Leggett & Platt, Incorporated seeks a Customer Service Manager for the Precision Hydraulic Cylinders (PHC) headquarters in Wilmington, North Carolina. The role oversees the customer service function, ensuring timely and accurate order processing, strengthening customer relationships, and collaborating with Sales, Operations, Production, and Supply Chain to support business priorities.

The ideal candidate drives process improvements, leads a team, and maintains high service levels in a

Qualifications

• Proven customer service experience in manufacturing/distribution environment.
• Supervisory or team lead experience preferred.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and deadlines.
• Education as listed above; degree preferred.

Responsibilities

• Lead, coach, and develop the customer service team to deliver accurate, responsive support.
• Oversee daily customer service operations including order entry, portals, and EDI processes.
• Serve as escalation point for complex pricing, availability, delivery, quality, and service issues.
• Partner with Sales, Operations, Production, Shipping, and Supply Chain to align commitments.
• Monitor metrics, identify trends, and drive continuous improvement.
• Maintain long-term customer relationships via proactive communication and follow-up.
• Develop and improve customer service procedures, training materials, and SOPs.
• Demonstrate leadership and problem-solving in a manufacturing setting.

Skills

Team leadership

Coaching

Communication

ERP

SAP

CRM

EDI

Excel

Outlook

Education

High school diploma or equivalent

Associate or bachelor’s degree in Business/Communications/Supply Chain or related field

Tools

SAP

ERP

CRM

EDI

Order entry systems

Microsoft Excel

Outlook

Job description

Leggett & Platt’s overall mission is a commitment to enhance lives – by delivering quality products, offering empowering and rewarding careers, and doing our part in bringing about a better future.

Leggett & Platt’s inventive heritage and leadership span more than 130 years. Leggett & Platt has divisions that design, manufacture, and sell a variety of products for all areas of life. Our reliable product development and launch capability, coupled with our global footprint, make us a trusted partner for customers in the automotive, furniture, hydraulic cylinders, flooring, textile and geo components industries.

Precision Hydraulic Cylinders is committed to providing comprehensive design, service, and support to OEM’s during all phases of development, testing, and production to ensure smooth integration and superior product performance.

As leading providers of a wide variety of hydraulic cylinders, we operate within a global marketplace. Offering all our OEM clients a customized solution, we pride ourselves on being able to tailor what we do to meet the changing needs of our clients. Whether you need a change in volume or a tighter deadline, we will always do our utmost to get the job done to the highest possible standard.

Leggett & Platt, Incorporated is seeking a Customer Service Manager for our Precision Hydraulic

Cylinders (PHC) headquarters in Wilmington, North Carolina.

As part of PHC, this leadership role is responsible for managing the customer service function,

ensuring timely and accurate order processing, strengthening customer relationships, improving

service processes, and partnering with Sales, Operations, Production, and Supply Chain to

resolve inquiries and support business priorities.

RESPONSIBILITIES

What you’ll do

• Lead, coach, and develop the customer service team to deliver accurate, responsive,

  and professional support to customers

• Oversee daily customer service operations, including order entry, customer portals, EDI

  processes, customer communications, and issue resolution

• Serve as the escalation point for complex customer concerns related to pricing, product

  availability, delivery schedules, quality, and service expectations

• Partner with Sales, Operations, Production, Shipping, and Supply Chain to align customer

  commitments with production capabilities and delivery timelines

• Monitor customer service performance metrics, identify trends, and implement continuous

  improvement actions to improve customer satisfaction and team efficiency

• Maintain and strengthen long-term customer relationships through proactive communication,

  timely follow-up, and a solutions-oriented approach

• Develop, document, and improve customer service procedures, training materials, and standard

• Proven customer service experience in a manufacturing, distribution, or industrial

  business environment

• Prior supervisory, team lead, or people management experience preferred

• Strong verbal and written communication skills with the ability to resolve customer issues

  professionally and effectively

• Ability to manage multiple priorities, meet deadlines, and make sound decisions in a fast-paced

  Strong working knowledge of Microsoft Office, especially Outlook and Excel

• Experience with ERP and SAP, inventory control, CRM, customer portal, EDI, or order entry systems preferred
• Demonstrated leadership, problem-solving, organization, and process improvement skills
• EDUCATION
• High school diploma or equivalent required; associate or bachelor’s degree in Business, Communications, Supply Chain, or a related field preferred

Our Values

• Put People First reflects our commitment to safety and care of each other, learning and development, and creating an environment of mutual respect, empathy and belonging.
• Do the Right Thing focuses us on acting with honesty and integrity, delivering the results the right way, taking pride in our work, and speaking the truth – good or bad.
• Do Great Work…Together occurs when we engage without hierarchy, collaborate as a team, embrace challenges, and work for the good of all of us.
• Take Ownership and Raise the Bar demonstrates our responsibility to add value and make a difference, challenge the status quo and biases to make things better, foster innovative and creative solutions to drive impact, and explore new perspectives and embrace change.

Our Commitment to You

We’re actively taking steps to make sure our culture, processes and practices promote equal opportunity for all. Join us!

We welcome and encourage all applicants to apply. We’d love the opportunity to consider you.

Equal Employment Opportunity/Veterans/Disability Employer

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Applicants in the United States: Leggett & Platt Incorporated is an Equal Opportunity Employer. If you need accessibility or assistance to apply for career opportunities through this site, please email us to ensure your inquiry is directed to a member of the Human Resources Staff.