Customer Service Manager (57376)

The Customer Service Manager leads the Customer Service Representative team and owns the end-to-end order lifecycle for our contract manufacturing customers. This role builds and maintains standard work for order processing, drives day-to-day execution, customer support, team development, and operational performance, and ensures that order changes are captured, communicated, and executed accurately across every cross-functional team involved in bringing an order from entry to shipment. This role is responsible for building a high-engagement culture focused on responsiveness, accuracy, continuous improvement, and strong customer partnership. ESSENTIAL JOB DUTIES/RESPONSIBILITIES Standard Work & Order Lifecycle Management Build, document, and continuously improve standard work for processing customer orders, from order entry and confirmation through production, changes, and shipment. Own the customer order lifecycle end to end, tracking every order against plan and proactively flagging risk to on-time delivery. Partner with cross-functional teams (Sales, Supply Chain, Operations, Quality, Logistics, Warehouse) to ensure order changes, quantity, date, specification, or documentation are captured, communicated, and executed correctly and on time. Establish clear handoff points, escalation paths, and accountability across teams so no order change or exception falls through the cracks. Team Leadership Lead, coach, and support Customer Service Representatives in daily customer account activity. Manage workload, priorities, escalations, and follow-up to ensure timely customer communication. Own training, onboarding, and development plans for new and existing Customer Service Representatives. Create a culture of engagement, accountability, collaboration, and proactive problem solving. Attend online and on-site customer meetings, representing Customer Service and presenting order data, performance, and account updates to customers and internal stakeholders. Revenue, Forecasting & Reporting Support monthly revenue activities, including order visibility, shipment readiness, risk tracking, and reporting. Partner with internal teams on inventory control, customer-supplied materials, open POs, ETAs, and material availability. Drive forecast collection, analysis, reporting, and follow-up with Sales, Customers, Planning, and Operations. Maintain and develop KPIs, visual management tools, dashboards, and reporting routines. Monitor team performance against response time, order accuracy, complaint aging, forecast completion, revenue support, and customer follow-up metrics. Process Improvement & Customer Requirements Lead continuous improvement efforts across Customer Service processes, templates, workflows, and communication standards. Ensure customer-specific requirements are maintained, including shipping needs, COAs, portals, sample approvals, payment terms, and documentation. Support customer complaint coordination, RGA/memo workflows, documentation, and closure. Partner cross-functionally with Sales, Project Management, Planning, Quality, Logistics, Warehouse, Accounting, and Operations.