Job Description
Job Description
Position Overview
American Standard Circuits is seeking a dynamic and results-driven Customer Service Manager to lead and elevate our customer experience strategy. This role will be instrumental in creating a world-class customer service organization by overseeing and optimizing the performance of both the Customer Service Representative (CSR) team and the Quoting team. The ideal candidate will bring a strong mix of leadership, operational excellence, and a deep passion for customer satisfaction in a fast-paced manufacturing environment.
Key Responsibilities:
- Develop and implement a customer service vision that delivers exceptional support throughout the customer lifecycle—from initial inquiry through final delivery.
- Lead, mentor, and manage the Customer Service and Quoting teams to ensure prompt, accurate, and customer-focused communication and engagement.
- Monitor key performance metrics (e.g., response times, quote turnaround, on-time delivery communication) and drive continuous improvement initiatives.
- Collaborate with Sales, Engineering, and Production to ensure alignment and seamless handoffs between departments.
- Standardize customer service processes and tools to support scalability and efficiency.
- Resolve escalated customer issues with urgency and professionalism, always prioritizing customer retention and satisfaction.
- Oversee the quoting process to ensure pricing accuracy, timeliness, and consistency with internal cost models.
- Partner with leadership to identify technology solutions and automation opportunities to enhance the customer experience.
- Create training and development plans to grow team capabilities and improve service delivery.
- Support the integration of new business units and customers post-merger, ensuring consistent and high-quality experience.
Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
- 5+ years of customer service or sales operations leadership experience, preferably in the electronics manufacturing or PCB industry.
- Proven track record of building and leading high-performing teams.
- Strong understanding of customer relationship management tools, quoting systems, and ERP platforms.
- Excellent communication, organizational, and conflict-resolution skills.
- Analytical mindset with the ability to use data to drive decisions and performance improvement.
- Experience in continuous improvement methodologies (Lean, Six Sigma, etc.) is a plus.
What We Offer:
- A leadership role with significant influence on company success and customer satisfaction.
- A collaborative, growth-oriented environment in a technologically advanced manufacturing company.
- Competitive compensation and benefits package.
- The opportunity to shape the future of customer experience at a leading North American PCB manufacturer.
PHYSICAL DEMANDS
Ability to communicate with customers, management, and other co-workers is crucial. Regular use of the telephone and e-mail for communication is essential. Sitting for extended periods is common. Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents.
No heavy lifting is expected. Exertion of up to 10 lbs. of force occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculator, copiers, and FAX machines.
WORK ENVIRONMENT
The job is performed indoors in a traditional office setting. Activities include extended periods of sitting and extensive work at a computer monitor.
This is an in-office position with flexible start/finish times.