{"id":2107065,"url":"https://alion.io/job/knight-tech-customer-service-manager","title":"Customer Service Manager","company":{"id":3869184,"name":"Knight tech","domain":"knightmaterials.com","url":"https://alion.io/company/knight-tech","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canton, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":67000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":3643},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SDL","optional":false},{"name":"C","optional":true}],"status":"live","first_seen_at":"2026-09-30T11:42:11Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T17:48:08Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Description\nCustomer Service Manager\nKnight Material Technologies is currently seeking a full-time, Customer Service Manager at their East Canton location. The Customer Service Manager is responsible for delivering exceptional customer service to internal and external customers across KMT (Knight, ECM, and SDL brands) while overseeing the day-to-day order processing from order receipt through shipment and/or project completion. This role ensures the smooth and efficient processing of customer orders by serving as a vital link between customers, the Sales Team, and internal operations. The position works closely with Sales, Estimating, Project Management, Manufacturing, Field Services, and Accounting across Knight, ECM, and SDL to resolve issues, maintain clear communication, and improve the overall customer experience. The Customer Service Manager coordinates order requirements, shipment schedules, and delivery processes while supporting our Sales Managers. In addition, this position provides leadership, direction and support to the Order Entry Specialist and Marketing Specialist.\nJob Title: Customer Service Manager\nReports to: Vice President of Sales & Marketing\nFull-time, Exempt position\nJob Location: Canton, OH\nResponsibilities:\nServes as a point of contact for customer questions, concerns, service needs, and escalations, ensuring responsive and professional support.\nCoordinates the timely resolution of customer issues across internal departments, establish ownership, track progress, and communicate outcomes to the customer.\nProvides proactive and accurate updates regarding order status, project milestones, schedules, deliveries, documentation, and service activities.\nMonitors open customer commitments, follow up on action items, and escalate risks that could affect customer expectations, delivery, or satisfaction.\nPartners with department leaders to implement improvements that increase responsiveness, communication quality, and ease of doing business with KMT.\nCommunicates with key operations personnel on critical needs and with support when customer contact is required.\nSupports customer retention and repeat business by helping maintain strong relationships and communicating account risks or opportunities to the Sales team.\nSupervises, coaches and supports the Order Entry Specialist and Marketing Specialist.\nLogs orders in the Sales Tracking/Sales Forecast spreadsheet, including the month expected to ship/install, the total dollar value, the category of product and the breakdown of materials needed. Maintains this spreadsheet throughout the year to assist the President, CFO and VP of Sales & Marketing with sales and financial planning. \nAdministrator for Customer Portals ensuring that the appropriate Sales Manager and/or internal department receives appropriate communication from the tools. \nReviews monthly backlog report and communicate any discrepancies.\nWorks closely with Accounts Receivable to resolve billing discrepancies with customers. Provides customers with the information needed to expedite payment (ship docs, pack list, etc.)\nAssists Sales Team with quotes to customers as necessary.\nPerforms additional duties as assigned. \nRequirements:\nProficient with Microsoft Office software; experience with Salesforce CRM and ERP systems preferred.\nExcellent written and verbal communication skills with the ability to communicate professionally with customers and internal teams.\nStrong organization, follow-through, problem-solving, and conflict-resolution skills.\nAbility to manage multiple customer needs and priorities in a project-based environment.\n3+ years of experience in customer service, customer success, project coordination, inside sales, account management, or a related role.\nAssociate or bachelor’s degree in business, communications, engineering technology, or a related field preferred.\nHigh integrity and strong core values.\nExcellent interpersonal and customer service skills.\nExcellent organizational skills and attention to detail.\nExcellent time management skills with a proven ability to meet deadlines.\nPreferred Skills and Experience:\nExperience in industrial manufacturing, engineered products, construction, or project-based services.\nKnowledge of export regulations and procedures.\nExperience coordinating customer requirements across sales, operations, and field service teams.\nExperience with Customer Portals such as Ariba or Coupa is a strong plus.\nExperience managing customer complaints, escalations, or corrective actions.\nWorking knowledge of order management, project schedules, shipping, invoicing, and customer documentation.\nSupervisory Responsibilities:\nOrder Entry Specialist\nMarketing Specialist\nPhysical Demands:\nAbility to work in an office and manufacturing environment.\nAble to communicate by phone, video conference, email, and in person for extended periods.\nOccasional North America travel may be required.\nCompetencies:\nDrives Results\nCustomer Focus\nInstills Trust\nCollaborates\nSituational Adaptability\nCommunicates effectively\nPlans and Aligns\nManages Complexity\nEnsures Accountability\nDevelops Talent\nBenefits\nOur goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and paid parental leave.\nEqual Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. 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