About the role
Description
JOB SUMMARY: The Customer Service Manager is responsible for leading the commercial order execution process from order entry through shipment and invoicing for both the Lithography and Can Manufacturing divisions.
This role functions as an internal account manager and product manager, ensuring technical accuracy of orders, alignment with production capabilities, and proactive communication with customers. The position requires strong working knowledge of steel products, lithography processes, and sheet layouts to validate specifications prior to production release.
The Manager serves as the primary liaison between Sales, Production Planning, Operations, Quality, and Finance to ensure accurate order processing, service excellence, and customer satisfaction.
Requirements
JOB SKILL REQUIREMENTS: Problem Solving
- Identifies and resolves problems in a timely manner
Creativity
– Ability to deviate from standardized work and establish new process and procedures
Customer Service
- Responds promptly to customer needs and requests, solicits feedback, and meets commitments
Organization
- Prioritizes and uses time efficiently, requiring limited supervision.
Quality
-
Demonstrates accuracy through thoroughness and strong attention to detail.
Quantity
- Meets productivity standards and completes work in a timely manner.
Adaptability
- Adapts to changes in the work environment, manages competing demands, and is able to work with unexpected delays or events
Dependability
– Consistently at work and on time, responds to management instructions, and solicits feedback to improve performance
Safety and Security
– Complies with all Corporate Safety and Security procedures
Team Player
–
Ability to apply teamwork and positive leadership qualities to promote a collaborative work environment·
Strong knowledge of steel products, coatings, and lithography manufacturing processes
Ability to interpret artwork specifications, sheet layouts, and production requirements
ERP system proficiency and strong order management discipline
High level of commercial acumen and understanding of pricing, freight terms, and invoicing
Strong analytical and problem-solving skills· Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced manufacturing environment
Strong organizational skills and attention to detail
Demonstrated leadership and team development capabilities
Ability to act as both customer advocate and operational partner
ACCOUNTABILITIES/RESPONSIBILITIES
:
Order & Account Management
Enter and build customer orders in ERP with full technical and commercial accuracy
Verify artwork, sheet layouts, gauge, coatings, quantities, and freight terms prior to release
Track orders from entry through production, shipment, and invoicing
Manage order changes, revisions, and scheduling updates
Proactively communicate order status and delivery timing to customers
Monitor backlog and open order reports
Commercial & Billing Oversight
Ensure pricing accuracy and correct application of commercial terms
Oversee invoice accuracy and resolve billing discrepancies
Manage freight rebilling and coordinate with Finance as needed
Support quote follow-up and commercial coordination for outside sales
Cross-Functional Leadership
Serve as liaison between:
Sales
Production Planning
Lithography Operations
Can Manufacturing
Finance
Quality
Ensure alignment between customer expectations and operational capacity
Support responses to customer inquiries, complaints, and service issues
Team Leadership
Establish service standards and response time expectations
Develop and track KPIs including:
Order accuracy
On-time delivery (OTD)
Backlog accuracy
Customer response time
Train on product knowledge, ERP processes, and commercial procedures
Improve internal workflows and documentation consistency
Product & Process Oversight
Maintain strong understanding of steel specifications and production flow
Support new product launches and customer onboarding
Partner with Operations and Quality to ensure manufacturability and compliance
Identify and implement process improvements to reduce errors and enhance service performance
TRAVEL REQUIREMENTS
Occasional customer travel may be required
EDUCATION & EXPERIENCE
· Bachelor’s degree in Business, Supply Chain, or related field preferred
· 5+ years of experience in Customer Service Management to Sales Support within a manufacturing environment
· Experience working with steel or industrial manufacturing materials
· ERP experience required
· Demonstrated leadership or supervisory experience
PREFERRED
· Experience in metal packaging, steel processing, or lithography manufacturing· Experience working in a union manufacturing environment· Strong understanding of manufacturing scheduling and production planning processes· Experience supporting commercial transitions or business relocations