Customer Service Manager

Role Summary:

This role will lead the Customer Service function within a manufacturing environment. The incumbent will lead digital tool development and implementation in support of customer service improvements and effectiveness. The position will ensure the efficient handling of customer inquiries, order processing, and issue resolution. This role supports strategic commercial goals, integrates closely with production and technical teams, and enhances customer satisfaction.

Our products are targeted towards technical aerospace and similar markets, so the ideal candidate will have interest in and passion for technical challenges to understand the manufacturing processes of our products and economical drivers impacting their cost.

The individual is a highly motivated liaison between our customers, sales teams, manufacturing, and engineering departments. Leading a team of two Customer Service Representatives, this role supports the sales process by providing order status updates, product knowledge, account support, and quote preparation.

The individual ensures customer requirements are fully understood and met, while driving business process improvements, workflow standardization, and enhanced customer engagement. This role is also instrumental in coordinating new customer and new part onboarding.

Customer Relationship Management

• Develop and maintain strong, long-term relationships with key customers.
• Support the team as needed for complex customer issues
• Develop and manage digital pricing tools for various products produced on site, including annual price revisions.
• Closely work with product managers to improve our pricing strategy that includes market variations and product competitiveness
• Deliver exceptional service by actively listening and identifying the best solutions for customers
• Provide accurate pricing and lead time quotations

Team Leadership

• Support the Customer Service team to set performance objectives, monitor KPIs, and ensure high service standards.
• Develop training and development plans aligned with operational needs.
• Works across the organization with partner sites i.e. Europe and Asia to share best practices, develop processes, and support our customers with world class service.
• Lead customer onboarding through credit and internal systems

Operational Excellence and Continuous Improvement

• Oversee end-to-end order management processes from quote to delivery.
• Use technical knowledge to interpret and communicate product specifications and manufacturing capabilities to customers.
• Drive process improvements to ensure a customer-centric
• Identify opportunities to streamline and automate service processes.
• Monitor key metrics (e.g., lead times, complaints, quote turnaround time, backlog of customer requests) and implement improvements

Sales Support

• Lead customer onboarding through credit and internal systems
• Provide accurate pricing and lead time quotations
• Support and implement global pricing initiatives
• Developing quotes to customers using digital tools such as Sales Force

Reporting and Compliance

• Prepare and present regular reports on customer service metrics and improvement initiatives to senior management.
• Ensure compliance with relevant regulatory and quality standards (e.g., AS9100; IATF16949, aerospace and space industry-specific norms

• Bachelor's Degree in Business Administration/Marketing/Engineering (Engineering Discipline Preferred). Master's Degree a plus
• 3+ years experience in sales, customer services management/leadership role
• 3+ years working in a Manufacturing Environment
• 2+ years proven experience in digital tool implementation
• 3+ years of direct customer contact and communication
• 3+ years experience in direct field sales of engineered products to OEM accounts and customer service
• Excellent communication, presentation, excel, and organizational skills
• Knowledge of Customer Relationship Management (CRM) Software

Why work for us?

At Saint-Gobain/Omniseal Solutions, our collaborative spirit enables us to go beyond the boundaries of possible together with our global customers. This is how precision sealing and wear control solutions are custom engineered to protect critical applications in the most demanding environments: cryogenic, high temperature/pressure, ultra high vacuum, tight tolerances, and leakage control. With our teams of industry experts, problem solving engineers and precision manufacturers, we are helping to create the world of tomorrow.

Being a Global company with a legacy dating back to 360 years, Saint-Gobain offers employees the stability and security of a leading Global 500 corporation while operating like multiple small and agile start-ups, where entrepreneurial spirit, pioneering teamwork, and bold, forward-thinking ideas pave new paths. We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.

Saint-Gobain designs, manufactures, distributes materials and services for the construction and industrial markets. Omniseal Solutions is a global business, developing and producing sealing solutions for various technical markets (Energy, Aviation, Space, Industrial, Life Sciences, Nuclear and Semiconductor).

Pay Transparency:

Certain states require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees' wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer prospective candidates and provide the national pay range for this position which is $89,500.00 to $138,500.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 12% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $100,240.00 to $155,120.00. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.