CUSTOMER SERVICE MANAGER

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversee daily customer service operations including order entry, scheduling, updates, and issue resolution.

• Collaborate with Production, Planning, Purchasing, and Logistics teams to align customer orders with production capacity and material availability.

• Lead weekly and daily production planning meetings; communicate priorities and constraints to internal stakeholders.

• Monitor order progress and proactively address delays, bottlenecks, or capacity conflicts.

• Ensure accurate input and maintenance of customer purchase orders, forecasts, and delivery requirements.

• Analyze customer demand patterns to support forecasting and production planning.

• Improve processes involving order management, communication flow, and production schedule visibility.

• Manage escalations, customer complaints, and service recovery actions.

• Generate and review key customer and production planning metrics.

• Maintain strong relationships with key accounts to understand expectations and future requirements.

• Support continuous improvement initiatives related to lead times, schedule adherence, and customer satisfaction.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business, Supply Chain, Operations Management, or related field.

• 3–5+ years of experience in customer service within a manufacturing environment.

• Experience in production planning or scheduling strongly preferred.

• Prior supervisory or team-lead experience recommended.