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.