Customer Service Manager Posted on May 29, 2025 by JMJ Phillip We are seeking a Customer Service Manager to lead the evolution of our client's inside sales and support functions toward a more digitally optimized business model. This role will be critical in improving the speed, accuracy, and quality of service provided to customers across several high-tech markets, including Energy, Space, Aviation, and broader industrial sectors. Reporting to the Global Value Development Manager, this position will be responsible for designing and implementing service processes that align with new product initiatives, digital tool development, and the changing expectations of a modern B2B customer base. Position Responsibilities Process Development & Optimization Design and implement customer service processes that support faster lead times and broader product offerings. Coordinate across operations, sales, and engineering to ensure the customer journey—from proposal to delivery—is efficient and standardized. Digital Tool Leadership Drive the creation and deployment of digital tools for use by the capture support and customer service teams. Ensure tools are continuously maintained and updated in line with market changes and economic conditions. Pricing & Proposal Support Collaborate with global Capture teams to modernize and unify product costing approaches. Support development and rollout of new pricing tools in conjunction with internal digital and finance teams. KPI & Reporting Development Establish follow-up procedures and reporting tools, including key metrics and monthly indicators, to monitor process effectiveness. Compliance & Market Adaptation Monitor and support compliance with new market standards, especially in regulated sectors such as Nuclear, Semiconductor, and Aerospace. Support development and implementation of production programs for large or strategic customer accounts. Cross-Functional Collaboration Act as a key liaison within the global customer service team, aligning process improvements with R D, engineering, and sales. Lead initiatives that reinforce a co-development business model with customers. Prerequisites Bachelor's degree in a technical or engineering discipline is required; Master's degree is preferred. Minimum of 5 years' experience in Project Management, Development Engineering, or Manufacturing Engineering in an industrial setting. Proven experience with process implementation and cross-functional leadership. At least 2 years of experience in an aerospace manufacturing environment is preferred. Knowledge of metal processing and manufacturing processes is beneficial. Strong understanding of statistical tools and structured problem-solving techniques. Ability to lead change management efforts and align teams with new strategic directions. Excellent communication and interpersonal skills, with the ability to work globally and cross-functionally. Certifications (Preferred, but Not Required) PMP (Project Management Professional) Lean Six Sigma Certification Digital Process Optimization Certifications What the Role Offers Competitive salary: $103,000 - $115,000 annually. 23% permanent placement fee covered by the employer.

Bonus eligibility:

up to 10% of base salary based on performance.

Robust benefits package including:

Medical, dental, vision, and prescription drug coverage HSA and FSA options Paid time off and paid parental leave 401(k) with company match and Cash Balance Pension Plan Company-paid and voluntary life and disability insurance Critical illness, accident insurance, legal support, and ID theft protection Commuter benefits and employee discount programs Back-up child and elder care Wellness programs and EAP services Why Malvern? Malvern serves as a strategic hub for high-tech innovation, housing teams that support next-generation materials and digital transformations. The area fosters a collaborative and forward-thinking environment, offering professionals a balance of advanced career opportunities and an outstanding quality of life. With proximity to major research institutions and technology leaders, Malvern is ideal for those ready to impact global markets while enjoying a connected and supportive professional community. Upload your resume to Apply • Accepted file types: pdf, doc, docx, txt, Max.

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