Customer Service Manager

Cooperidge Consulting Firm is seeking a Customer Service Manager for a premier manufacturing leader in Mentor, OH.

This is a high-visibility leadership role responsible for the daily pulse of sales operations. You will act as the vital link between Sales, Operations, Supply Chain, and Finance to ensure that customer commitments are perfectly aligned with manufacturing capacity. We are looking for a disciplined executor who can lead a team of Sales Representatives to achieve exceptional service metrics while maintaining margin integrity. To ensure total success, you will spend your initial three months immersed in the "Sales Rep" function to master our proprietary systems and operational cadence before transitioning into full management of the department.

Job Responsibilities

• Operational Oversight: Direct daily order execution, ensuring 100% accuracy in order entry and the fulfillment of all customer commitments.
• Team Leadership: Manage and mentor a team of Sales Representatives and Senior Sales Representatives through active coaching and performance feedback.
• Strategic Liaison: Collaborate cross-functionally with Operations and Supply Chain to reconcile customer demand with real-time manufacturing capacity.
• Account Stewardship: Own the relationships with key accounts and serve as the primary escalation point for service, delivery, and commercial issues.
• Commercial Integrity: Oversee pricing, formal quotations, and margin discipline; manage warranty and service claims to ensure compliance with company policy.
• System Mastery: Spend the first ~90 days performing frontline Sales/Account coordination to gain a deep technical understanding of the company's systems.
• Process Improvement: Identify bottlenecks in the customer journey and champion continuous improvement initiatives to enhance service performance.
• Compliance & Ethics: Ensure all sales and service activities comply with applicable laws, promoting a culture of professionalism and accountability.

Requirements:
Education & Experience

• Bachelor’s degree or equivalent professional work experience is REQUIRED.
• 3–5 years of relevant experience in customer service management, sales operations, or account management within a manufacturing or technical environment.
• Proven track record of managing direct reports (Sales or Customer Service Reps).

Skills & Competencies

• System Literacy: Ability to quickly learn complex ERP/CRM systems and operational cadences.
• Conflict Resolution: Strong negotiation and problem-solving skills for handling high-level account escalations.
• Financial Acumen: Understanding of pricing models, quotations, and margin maintenance.
• Interpersonal Skills: Exceptional ability to build bridges between internal departments (Operations/Finance) and external customers.

Benefits:
• Comprehensive health, vision, and dental insurance plans
• Life insurance coverage
• 401(k) retirement plan with company matching contributions
• Paid time off including vacation, sick leave, and holidays
• Opportunities for career growth and advancement