Order Management & Customer Experience Lead

Socket.dev; Winsted (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

Socket.dev is seeking a Customer Support Lead to act as the central hub between Sales, Production, Planning, Quality, Shipping, and Finance, owning the customer experience from order entry through delivery.

You will drive speed, accuracy, and communication, ensuring timely updates and flawless execution in a fast-paced manufacturing environment. You will mentor team members and champion a customer-first culture.

Qualifications

• 3+ years in customer service, order management, sales support, or manufacturing environment.
• Experience with ERP/MRP systems strongly preferred.
• Background in industrial, manufacturing, automotive, or technical environments is a plus.

Responsibilities

• Act as the primary contact for customer inquiries, order updates, product questions, and issue resolution.
• Build strong, trusted relationships through proactive, professional communication.
• Resolve complaints and escalations with urgency and accountability.
• Keep customers informed, confident, and supported at every stage.
• Translate customer needs and priorities to internal teams with clarity.

Skills

Customer-first mindset

Clear communication

Highly organized

Problem-solving

Attention to data accuracy

Self-starter

Education

High School Diploma

Associate degree (Business/Supply Chain/Operations)

Tools

ERP/MRP systems

Microsoft Office

CRM/order management systems

Job description

Socket.dev is seeking a Customer Support Lead to act as the central hub between Sales, Production, Planning, Quality, Shipping, and Finance, owning the customer experience from order entry through delivery.

You will drive speed, accuracy, and communication, ensuring timely updates and flawless execution in a fast-paced manufacturing environment. You will mentor team members and champion a customer-first culture.