Customer Service Manager

Overview

As the Lakeside Customer Service Lead, you will drive the performance of a four-member team overseeing order management, pricing, and customer advocacy. You’ll partner with cross-functional teams to shorten cycle times, grow sales, and improve quality for mission-critical aerospace components. Your leadership will shape the customer experience from quote to delivery and returns, ensuring accurate data and timely updates. This role offers meaningful impact through coaching, data-driven insights, and collaboration in a global engineering context.

Pay / Benefits

• Competitive compensation and benefits package
• Challenging projects in dynamic collaborative team
• Great company benefits
• Internal promotion opportunities
• Learning and development through Eaton University
• Focus on reliability, safety, and sustainability

Responsibilities

• Lead and develop the Lakeside customer service team to optimize satisfaction, sales, and cross-functional collaboration
• Supervise four account managers; coach on customer service procedures and policies
• Oversee end-to-end customer management including contracts, order entry, status updates, and returns
• Analyze data to develop customer-specific pricing and long-term offers; prepare quotes for legacy business
• Monitor quotation turnaround and capture rate; analyze intake trends and forecast accuracy
• Provide ongoing customer feedback during production and communicate order updates with cross-functional teams
• Maintain customer service databases, records, and performance metrics
• Ensure user requirements for customer website and portal purchasing systems are met
• Provide backup coverage for the team and support export-control compliance; travel up to 10% for customer visits

Key requirements

• Bachelor
• Minimum five years in a customer-facing role
• Minimum one year of supervisory experience

• Leadership and coaching
• Clear communication and ability to create urgency around goals
• Strong interpersonal skills and teamwork
• Microsoft Office proficiency
• MRP-system competency
• Customer web-based portal competency

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