Customer Service Manager — Fire Protection & OEM Accounts

Kidde Fenwal Inc.

Ashland (MA)

On-site

USD 115,000 - 140,000

Full time

7 days ago

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Job summary

KiddeFenwal is seeking a Customer Service Manager in Ashland, MA to lead the customer service team supporting Fire Suppression and Controls. You will own order management from entry to delivery and ensure exceptional customer experience.

You will partner with Sales, Supply Chain, Operations, Engineering, Quality, Finance and Logistics to meet customer expectations, resolve issues, and drive continuous improvement. Relevant ERP/CRM experience and OEM/distributor relationships are important.

Qualifications

7+ years of customer service, order management, or customer operations experience in a manufacturing environment.
3+ years of leadership experience.
Experience supporting OEM customers, distributors, or complex B2B relationships.
Experience with ERP/CRM 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.
Partner with Sales, Planning, Supply Chain, Manufacturing, Engineering, and Quality teams to meet commitments.
Participate in S&OP and demand planning activities.
Identify and implement process improvements that enhance customer satisfaction and operational efficiency.
Utilize ERP and CRM systems to improve visibility, reporting, and workflow effectiveness.