Customer Service Manager
  • February 23, 2023
  • YDP
  • Full Time
  • Anywhere

Perform management and supervision of the Contracts Administrators, as well as being a liaison for/between our customers and our organization.


Ensure customer satisfaction through processing orders, preparing general correspondence, and coordinating customer service needs

Serves as primary key customer point of contact for pricing, scheduling, and shipping

Conducts proposal preparation, contract negotiation, contract administration, and customer contact activities to provide for proper contract acquisition and fulfillment in accordance with company policies, legal requirements, and customer specifications

Examines estimates of material, equipment services, production costs, performance requirements, and delivery schedules to ensure accuracy and completeness

Serves as liaison between scheduling, production, and materials management

Coordinates with engineering for part development and release

Directly manage an OEM customer account or accounts. Processes customer returns for repair, upgrade, and warranty issues.

Conducts market analysis as required

Monitors customer metrics and reconciles as necessary for delivery, quality, and scheduling

Ensure that all export compliance policies are being followed and coordinate issuance of export licenses, product release and shipment with Trade Compliance Manager

Work with company’s Business Unit Managers to ensure that Contract Administrators are working with customers to place orders and fill the backlog

Provide backup when members of the Contracts Administrator team require assistance or are out of the office to ensure company and customer needs are met

Manage a team of Contract Administrators, conduct annual reviews, create department policies and standardized operating procedures.


The position will report to the Vice President of Sales & Marketing and will be a member of the Sales department. Expected to participate in Sales staff meetings.

Attend occasional training session on the company’s behalf.

Present metrics or data during Business Unit team meetings.

Train Contracts Administrator in various activities for development.

Travel is expected >5% of the time

Bachelor’s degree in Business

5+ years of Customer Service/ Administration Experience required

Excellent written and verbal communication skills required