Customer Service Manager

About the role

The Customer Service Manager will lead daily customer service operations in a manufacturing environment, ensuring seamless order entry, scheduling, and issue resolution. This role acts as a bridge between customers and internal teams such as Production, Planning, Purchasing, and Logistics to align orders with capacity and material availability.

Key responsibilities

• Oversee order entry, scheduling, updates and resolve customer issues promptly.
• Collaborate with Production, Planning, Purchasing and Logistics to match orders with production capacity.
• Lead weekly and daily production planning meetings, communicating priorities and constraints.
• Monitor order progress, addressing delays, bottlenecks or capacity conflicts proactively.
• Maintain accurate customer purchase orders, forecasts and delivery requirements.
• Analyze demand patterns to support forecasting and production planning.
• Improve order‑management processes, communication flow and schedule visibility.
• Manage escalations, 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 needs.
• Support continuous‑improvement initiatives related to lead times, schedule adherence and customer satisfaction.

Required profile

• Bachelor’s degree in Business, Supply Chain, Operations Management or a related field.
• 3–5+ years of customer service experience in a manufacturing setting.
• Experience in production planning or scheduling is strongly preferred.
• Prior supervisory or team‑lead experience is recommended.

Required skills

What we offer

• Commitment to diversity, individual development and equal employment opportunities.