Job Description
Job DescriptionDescription:Customer Service Manager
Overview:
Empower your brand and growth with us! Eberhard is a global leader in the design and manufacturing of engineered access and security solutions. Eberhard operates from strategic locations in the USA, Mexico, China, and Taiwan. We are a proud division of The Eastern Company, founded in 1859. (Nasdaq Stock ticker: EML).
Role Description:
The Customer Service Manager oversees a team of Customer Service Representatives responsible for order management, customer inquiries, pricing coordination, workflow accuracy, and after-sales support. This leader must balance day-to-day operational oversight with longer-term improvements in processes, workflows, and systems.
Core Responsibilities
Operational Responsibilities
· Manage daily customer service operations including order entry, email and phone workflow, expediting, returns, credits, and customer inquiries.
· Ensure accurate and timely order processing, delivery date validation, and product configuration review.
· Serve as the primary escalation point for complex customer issues, pricing questions, and cross-functional concerns.
· Oversee workload planning, account assignments, and team coverage for absences.
· Build strong customer relationships and ensure consistency in service quality.
Process Improvement Responsibilities
· Identify opportunities for process improvements and implement structured changes that enhance accuracy, efficiency, and customer responsiveness.
· Lead or participate in process-mapping sessions, workflow redesign, and cross-functional improvements.
· Work with IT and internal teams to enhance or automate workflows within ERP, CRM, and EDI systems.
· Support modernization of customer documentation, order management, and Salesforce routing processes.
Systems and Technology Responsibilities
· Serve as business owner for ERP (Infor), CRM (Salesforce), and EDI workflows[ED1] .
· Collaborate with IT and internal stakeholders to drive system improvements.
· Ensure team training, compliance, and consistent use of systems.
Leadership Responsibilities
· Lead, coach, and develop a team of Customer Service Representatives.
· Conduct one-on-ones, performance reviews, and ongoing coaching.
· Manage recruiting, interviewing, onboarding, and cross-training.
· Foster a culture of accountability, teamwork, and continuous improvement.
Cross-Functional Responsibilities
· Partner with Sales to resolve pricing, product configuration, or escalation issues.
· Collaborate with Operations and Planning on delivery timelines and customer communication.
· Coordinate with Engineering on new product development requirements and customer print approvals.
· Support documentation processes including customer surveys and compliance activities.
Minimum Qualifications
· Bachelor’s degree preferred or equivalent experience.
· 5+ years of customer service or order management experience in a manufacturing or B2B environment.
· 5+ years of supervisory or management experience[ED2] .
· Demonstrated ability to lead teams and manage daily operations.
· Tendency toward process improvement with experience implementing workflow or system enhancements.
· Proficiency with ERP and CRM systems; familiarity with EDI preferred.
· Strong communication and organizational skills.
Preferred Qualifications
· Experience with Infor ERP and Salesforce CRM.
· Background participating in or leading process improvement efforts.
· Experience balancing daily responsibilities with long-term strategic initiatives.
Employment with Eberhard Manufacturing is “at-will”, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice, in accordance with Ohio law.
Eberhard Manufacturing Company is an Equal Opportunity Employer. All qualified applicants are evaluated without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability/handicap status, genetic history information, or protected veteran status.
Requirements: