Customer Service Manager

Amorim Cork Solutions Inc•Trevor, WI

13h

About The Position

The Customer Service Manager is responsible for leading and developing a high-performing customer service team within a manufacturing environment. This role will drive a culture centered on proactive problem-solving, solution-based interactions, and a deep understanding of customer production needs, order fulfillment, and supply chain dynamics. The ideal candidate brings strong CRM expertise, with SAP experience preferred, and the ability to align customer service operations with manufacturing processes and executive leadership priorities.

Requirements

Bachelor’s degree in Business Administration, Supply Chain, Operations, or related field preferred but not required (or equivalent experience)
5+ years of experience in customer service leadership, preferably within manufacturing or industrial environments
Proven experience with CRM systems (required)
Strong understanding of order management, production scheduling, and supply chain processes
Demonstrated leadership, coaching, and team development skills
Excellent communication, problem-solving, and conflict resolution abilities
Data-driven mindset with the ability to analyze metrics and implement process improvements
Ability to work closely with executive leadership and influence strategic decisions
Experience managing customer expectations in environments with variable lead times or custom production

Nice To Haves

Experience with SAP or similar ERP systems in a manufacturing setting (preferred)

Responsibilities

Lead, coach, and develop the customer service team to deliver responsive, accurate, and client-focused service in a manufacturing setting
Foster a culture that prioritizes ownership, urgency, and solution-oriented outcomes for customers with production-critical needs
Partner directly with the President to align customer service strategies with overall business and operational objectives
Serve as the key liaison between customer service, production, planning, and logistics to ensure accurate order processing and on-time delivery
Manage order lifecycle processes including order entry, scheduling coordination, status updates, and issue resolution
Analyze customer interactions, order trends, and service metrics to identify process improvement opportunities
Implement and optimize CRM systems to enhance customer visibility, communication, and service efficiency
Utilize SAP (preferred) to support order management, inventory visibility, and cross-functional coordination
Establish and monitor KPIs such as on-time delivery, order accuracy, response time, and customer satisfaction
Develop and maintain standard operating procedures (SOPs) aligned with manufacturing workflows
Act as escalation point for complex customer issues related to production delays, quality concerns, or supply disruptions
Collaborate with sales, operations, quality, and supply chain teams to deliver a seamless customer experience
Lead initiatives to improve customer retention, strengthen relationships, and support long-term business growth