Job Title:  Customer Service Manager

Job Purpose

The Customer Service Manager provides strategic leadership for the customer service function, ensuring a best-in-class customer experience for defense, government, and commercial customers. This role is responsible for overseeing customer support operations, order management, customer satisfaction, complaint resolution, and service performance while establishing processes and performance metrics that drive operational excellence. The Customer Service Manager collaborates with Business Development, Sales, Program Management, Operations, and other internal teams to enhance customer relationships, improve service delivery, and support organizational growth through effective communication, continuous improvement, and customer-focused solutions.

Essential Duties and Responsibilities

• Lead the day-to-day customer service function, ensuring exceptional support for defense, government, and commercial customers while maintaining high levels of customer satisfaction.
• Oversee customer quotations, order processing, returns, and customer communications to ensure accuracy, responsiveness, and timely fulfillment.
• Partner with Business Development, Sales, Program Management, Operations, and other cross-functional teams to align priorities, resolve issues, and support business objectives.
• Develop and maintain strong customer relationships by serving as a key point of contact for escalated issues and ensuring timely resolution.
• Establish, monitor, and report customer service key performance indicators (KPIs), providing recommendations to improve service levels, operational efficiency, and customer satisfaction.
• Manage the customer complaint process, ensuring investigations and documentation are completed in accordance with ISO quality management procedures.
• Oversee the administration, documentation, and analysis of annual customer satisfaction surveys, identifying opportunities for continuous improvement.
• Support assigned customer accounts by managing forecasting, quotations, order management, and ongoing sales support activities.
• Ensure the accuracy and integrity of customer, sales, and order information maintained within ERP, CRM, and other business systems.
• Drive continuous improvement initiatives by evaluating customer service processes, identifying opportunities to increase efficiency, and implementing best practices.
• Collaborate with leadership to support strategic business initiatives, customer retention, and revenue growth.

Qualifications

Required Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Marketing, or a related field; equivalent combination of education and relevant experience may be considered.
• 5+ years of progressive experience in customer service, inside sales, account management, or order management.
• Experience using ERP systems (e.g., Visual ERP) and CRM software to manage customer orders, quotations, and account information.
• Experience managing customer complaints, issue resolution, and customer satisfaction initiatives.
• Strong proficiency with Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
• Ability to analyze customer service metrics and prepare reports for leadership.
• Ability to obtain and maintain any required government or customer facility access, if applicable.

Preferred Qualifications

• Prior experience supporting U.S. Government, Department of Defense (DoD), or military customers.
• Experience working within an ISO 9001 or other quality management system.
• Previous leadership or supervisory experience, including leading teams or coordinating cross-functional initiatives.
• Experience supporting sales operations, forecasting, and customer account management.
• Knowledge of government contracting or defense industry business practices.
• Experience implementing process improvements and customer service best practices.

Core Competencies

• Customer Focus
• Leadership and Team Collaboration
• Relationship Management
• Communication and Interpersonal Skills
• Problem Solving and Decision Making
• Conflict Resolution and Negotiation
• Strategic Thinking
• Process Improvement and Continuous Improvement
• Organizational and Time Management
• Analytical Skills and Attention to Detail
• Adaptability and Flexibility
• Accountability and Results Orientation
• Professionalism and Integrity

General Job Requirements