Customer Service Manager Job at Connect Search, LLC in Geneva

Our client in the manufacturing industry is seeking a Customer Service Manager to lead the customer support function and serve as a key liaison between customers, production, sales, and shipping The Customer Service Manager will oversee day-to-day service operations, ensure exceptional customer experiences, and help strengthen internal communication to support on-time delivery, product quality, and customer satisfaction.

Key Responsibilities

• Manage and lead a small customer service team, including hiring, coaching, training, and performance development.
• Serve as the primary escalation point for customer issues, ensuring timely and effective resolution.
• Develop and implement customer service standards, metrics, and best practices tailored to a manufacturing environment.
• Oversee order entry, changes, cancellations, and status updates to ensure accuracy and timely processing.
• Partner with production scheduling, purchasing, and shipping to resolve order delays, inventory issues, or lead-time challenges.
• Monitor open orders, backlogs, and fulfillment performance to ensure transparency and customer alignment.
• Build strong relationships with customers through proactive communication, responsiveness, and problem-solving.
• Provide product information, pricing support, and technical guidance as needed in collaboration with engineering and sales.
• Maintain clear documentation of customer interactions, service issues, and resolutions.
• Identify service gaps and opportunities to improve processes, tools, and communication across departments.
• Implement systems or workflows to strengthen accuracy in order handling, customer follow-up, and internal coordination.
• Partner with leadership to support continuous improvement initiatives, potentially including ERP enhancements or customer portals.

Qualifications

• 5–10+ years of customer service experience, ideally within a manufacturing, distribution, or industrial environment.
• Prior experience supervising or managing customer service teams.
• Strong understanding of order management, production workflows, and supply chain.
• Bachelors Degree preferred