Customer Service Manager
- Manufacturing Confidential Endicott, NY 13760 $85,000
- $105,000 a year
- Full-time $85,000
- $105,000 a year
- Full-time About the Company We are a leading provider of precision machining, sheet-metal fabrication, and stamping services supporting Commercial, Industrial, Medical, Aerospace, and Defense markets.
With decades of manufacturing expertise and a strong reputation for quality and responsiveness, we are investing in people, processes, and systems to support significant growth over the next 1-3 years. Position Summary The Customer Service Manager is responsible for leading the Customer Service team and serving as the primary interface between customers and internal manufacturing operations. This role is critical to ensuring accurate order execution, proactive communication, and strong alignment between Sales, Production, Quality, and Shipping. The ideal candidate has a background in manufacturing , understands job shops and production environments , and is comfortable managing customer expectations while navigating capacity, schedules, and change. Key Responsibilities Customer Engagement & Communication Serve as the primary point of contact for assigned key customers. Lead regular customer calls and meetings focused on order status, delivery timing, and production updates. Proactively communicate schedule changes, risks, and recovery plans. Coordinate internally with Production, Operations, Quality, and Shipping to provide accurate, timely information. Address customer inquiries, quality concerns, and delivery issues with urgency and professionalism. Champion a strong Customer First mindset across the organization. Order Management & Team Leadership Lead, mentor, and develop a team of Customer Service Representatives. Ensure accurate order entry and maintenance in the ERP system (pricing, quantities, due dates, routings, and shipping requirements). Monitor open orders, backlog, and past-due jobs; escalate risks as needed. Partner with Sales to support forecasts, new awards, and customer commitments. Establish consistent communication standards, escalation paths, and customer-facing processes. Manufacturing Coordination Act as the connective tissue between customers and the shop floor. Understand manufacturing processes, lead times, constraints, and capacity drivers. Support production scheduling discussions by providing customer priorities and delivery requirements. Work closely with Quality on corrective actions, RMAs, and customer follow-up. Support new program launches and engineering changes from a customer-facing perspective. Process Improvement Improve efficiency and consistency across the quote-to-cash process. Help standardize workflows between Sales, Customer Service, and Operations. Drive continuous improvement in order accuracy, responsiveness, and on-time delivery performance. Support ERP and CRM adoption through disciplined processes and data integrity (not system design). Qualifications Bachelor's degree in Business, Operations, Supply Chain, or equivalent manufacturing experience. 5+ years of customer service leadership experience in a manufacturing environment (precision machining, fabrication, or job shop experience strongly preferred). Strong understanding of ERP systems and manufacturing workflows. Experience working cross-functionally with Production, Scheduling, Quality, and Shipping. Excellent communication, organization, and problem-solving skills. Ability to manage high-volume transactional work while leading a team. Proven track record of driving accountability, structure, and continuous improvement in a manufacturing setting. Why Join Us Join a well-established manufacturing organization with a clear growth strategy. Work closely with executive leadership and plant operations. Make a direct impact on customer satisfaction, delivery performance, and internal alignment. Competitive compensation, incentives, and comprehensive benefits. Opportunity to build and lead a best-in-class customer service function within a growing precision manufacturing platform.
Pay:
$85,000.00
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Paid time off Vision insurance
Work Location:
In person
