Customer Service Manager - Fire Protection & OEM Accounts

KiddeFenwal; Ashland (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

KiddeFenwal, a global leader in fire protection and life safety, is seeking a Customer Service Manager in Ashland, MA. You will lead the customer service team, manage orders, and partner with Sales, Planning, and Engineering to ensure exceptional customer experiences.

The role focuses on driving improvements in order fulfillment, delivery reliability, and stakeholder satisfaction while developing a high-performing, OEM- and distributor-facing team.

Qualifications

• 7+ years of customer service or operations experience in a manufacturing environment.
• 3+ years of leadership experience.
• Experience supporting OEM customers, distributors, or complex B2B relationships.
• Experience with ERP systems such as SAP, Oracle, Microsoft Dynamics, or similar platforms.

Responsibilities

• Lead, coach, and develop the customer service team.
• Establish and monitor customer service KPIs and performance metrics.
• Drive a culture of responsiveness, accountability, and continuous improvement.
• Manage staffing, training, and employee development.
• Oversee order processing, backlog management, delivery commitments, and customer communications.
• Coordinate with internal teams to resolve supply, delivery, and service issues.

Skills

Leadership

Customer relationship management

Communication

Analytical thinking

Manufacturing knowledge

ERP/CRM proficiency

Education

Bachelor’s degree in Business, Supply Chain, Operations, or related field

Tools

SAP

Oracle

Microsoft Dynamics

Job description

KiddeFenwal, a global leader in fire protection and life safety, is seeking a Customer Service Manager in Ashland, MA. You will lead the customer service team, manage orders, and partner with Sales, Planning, and Engineering to ensure exceptional customer experiences.

The role focuses on driving improvements in order fulfillment, delivery reliability, and stakeholder satisfaction while developing a high-performing, OEM- and distributor-facing team.