Customer Success Manager

Customer Success Manager {#customer-success-manager automation-id="job-title"} JB Cutting Inc Mt Clemens, MI Customer Service ### Description ::: {automation-id="job-description"} JB Cutting is seeking a proactive, customer-focused Customer Service Manager to lead our Customer Service team while ensuring an exceptional experience for our customers from order entry through delivery. This position is responsible for overseeing day-to-day customer service operations, managing and developing the Customer Service team, resolving customer concerns, improving processes, and collaborating with internal departments to ensure orders are completed accurately and on time. The ideal candidate is an organized leader who thrives in a fast-paced manufacturing environment, communicates effectively with both customers and internal teams, and is passionate about building strong customer relationships. ::: ### Requirements ::: {automation-id="job-requirements"} ## Essential Duties & Responsibilities - Lead, coach, and develop the Customer Service team to provide outstanding customer support. - Monitor team performance, establish goals, and conduct performance evaluations. - Ensure customer inquiries, concerns, and requests are handled professionally and in a timely manner. - Oversee order entry, order acknowledgments, revisions, and order accuracy. - Serve as the primary escalation point for customer issues and work cross-functionally to drive timely resolution. - Partner with Sales, Production, Purchasing, Scheduling, Shipping, and Quality to ensure customer expectations are met. - Monitor order status and proactively communicate delays, shortages, or changes to customers. - Develop and maintain strong relationships with key customer accounts. - Review customer service metrics and identify opportunities for continuous improvement. - Create and implement standardized processes to improve efficiency and customer satisfaction. - Assist in developing departmental procedures, training materials, and best practices. - Maintain accurate customer records and documentation within company systems. - Coordinate with Purchasing and vendors regarding customer-specific material requirements when necessary. - Participate in customer meetings and support strategic account initiatives. - Ensure the department maintains a high level of professionalism, responsiveness, and accountability. - Perform other duties as assigned. ## Qualifications Associate's or Bachelor's degree in Business, Supply Chain, Communications, or a related field preferred. 5+ years of customer service experience in a manufacturing environment. Previous supervisory or management experience required. Strong understanding of manufacturing processes, production scheduling, and order fulfillment preferred. Excellent communication, interpersonal, and conflict resolution skills. Highly organized with exceptional attention to detail. Ability to p :::