{"id":2198154,"url":"https://alion.io/job/exalta-customer-service-manager","title":"Customer Service Manager","company":{"id":3823916,"name":"Exalta","domain":"exalta.com","url":"https://alion.io/company/exalta-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bethlehem, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":98000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2670},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-09T19:14:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-12T14:36:51Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Position Summary\nThe Customer Service Manager is responsible for managing the operational performance of assigned customer accounts and serving as the primary liaison between customers and internal teams, including Planning, Supply Chain, Operations, Quality, and Commercial leadership. This role owns order fulfillment strategy, forecasting alignment, service performance, and operational issue resolution. The position exercises independent judgment and discretion in evaluating customer requirements, assessing operational risks, developing recommendations, prioritizing business needs, and leading cross-functional solutions that support customer commitments and business objectives.\nEssential Duties & Responsibilities\nCustomer Service & Account Management\nServe as the primary operational contact for assigned customer accounts. \nBuild and maintain strong customer relationships through proactive communication and operational support. \nLead customer review meetings, open-order discussions, and business update calls. \nEvaluate customer requirements and operational constraints to determine appropriate actions and priorities. \nDevelop communication plans related to delivery delays, supply constraints, and recovery efforts. \nManage customer escalations and ensure timely resolution of operational issues. \nOrder Management & Fulfillment\nOversee customer order execution and data integrity within Epicor ERP. \nMonitor open orders, backlog, inventory availability, and delivery performance. \nIdentify fulfillment risks and coordinate corrective actions with internal stakeholders. \nEnsure accurate reporting of customer commitments and operational performance. \nSupport new product introductions and customer onboarding activities. \nAnalytics & Business Reporting\nAnalyze customer performance data, including: \nOn-Time Delivery (OTD) \nFill Rate \nForecast Accuracy \nBackorder Performance \nOpen Order Health \nPrepare customer performance reviews and operational reports. \nIdentify trends, opportunities, and risks and present recommendations to leadership. \nUtilize ERP, Excel, and reporting tools to support data-driven decisions. \nContinuous Improvement\nIdentify opportunities to improve customer service, reporting, and order management processes. \nSupport ERP enhancements, workflow improvements, and reporting automation initiatives. \nLead or participate in cross-functional process improvement projects. \nPromote best practices that improve customer satisfaction and operational performance. \nCompliance\nEnsure activities are conducted in compliance with FDA regulations, ISO 13485, ISO 9001, company policies, and applicable quality-system requirements. \nMaintain confidentiality and accuracy of customer and company information. \nQualifications\nEducation & Experience\nBachelor's degree in Business, Supply Chain Management, Operations, Engineering, or related field. \n5+ years of experience in customer service, commercial operations, supply chain, account management, or related business functions. \nManufacturing experience required. \nMedical device or other regulated industry experience preferred. \nExperience with ERP systems and customer order management preferred. \nEpicor ERP and Power BI experience preferred. \nKnowledge, Skills & Abilities\nStrong business judgment and decision-making skills. \nAbility to exercise independent judgment and discretion on operational matters. \nKnowledge of customer service, order management, and supply chain processes. \nStrong analytical, problem-solving, and organizational skills. \nExcellent written and verbal communication abilities. \nAbility to influence and collaborate across multiple functions. \nAdvanced proficiency in Microsoft Excel and business reporting tools. \nWhy Join EXALTA?\nAt EXALTA, we partner with leading medical technology companies to bring life-changing products to market. As a Lean Manufacturing Engineer, you will play a key role in building a culture of continuous improvement, enabling scalable growth, and helping deliver our mission: Together, we make MedTech better.\nEXALTA is an Equal Opportunity Employer. We respect every employee as an individual, and we hire and promote based on qualifications, performance, and potential - without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.","description_format":"text","description_chars":4347,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","CRO & CDMO Services"],"lifecycle":[{"event":"open","at":"2026-10-09T20:15:14Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":44,"reasons":["conf:4","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/exalta-customer-service-manager","json_url":"https://alion.io/job/exalta-customer-service-manager.json","meta":{"generated_at":"2026-10-12T16:57:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26997,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3823916},"rest":"https://alion.io/mcp/rest/get_company?id=3823916"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexalta-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexalta-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexalta-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exalta-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexalta-customer-service-manager"}]}