Customer Service Manager

TL;DR

Customer Service Manager (Photonics): Drive account retention through superior customer responsiveness, order management, and process development in a complex manufacturing environment with an accent on fulfillment, cross-functional issue resolution, and compliance. Focus on supervising CSRs, administering orders in SAP, balancing workloads, and ensuring delivery expectations and ITAR requirements are met.

Boulder, CO, United States. Visa sponsorship is not available. This position requires compliance with ITAR regulations.

$85,000 - $108,000 annually, depending on experience.

Company

Global technology leader focused on photonic solutions for biomedical, semiconductor, industrial, scientific, security, defense, and aerospace sectors, with key R&D and production in Boulder specializing in ultra-precision optical components.

What you will do

• Manage order fulfillment processes and supervise Customer Account Representatives.
• Analyze customer orders, enter into SAP, and administer through all phases from acknowledgment to shipment.
• Communicate technical/commercial issues, milestones, and payment schedules to customers.
• Resolve operational issues like delivery schedules, revisions, invoicing, and warranties across the organization.
• Develop, implement, and control customer service processes; participate in improvements.
• Collaborate with production planning and handle ITAR/export documentation.
• Review and disposition customer feedback in Salesforce CRM.

Requirements

• Bachelor’s degree in Business, Logistics, or Technical discipline.
• 5+ years in customer support, inside sales, purchasing, or contract administration.
• Previous manufacturing experience required; ERP software and MRP knowledge required.
• High-mix, low-volume manufacturing experience preferred.
• Salesforce CRM experience preferred.
• Able to support customers with pleasant disposition amid conflicting priorities.

Nice to have

• High-mix, low-volume manufacturing experience.
• Salesforce CRM experience.

Culture & Benefits

• Benefits start day 1: Medical, Dental, Vision, 401K, Holiday Pay, Paid Maternity/Paternity leave, Tuition Reimbursement, Long/Short-term disability.
• Join a team driving photonic innovation for leading technology companies.
• Work in a facility with advanced optical fabrication, coating, assembly, and metrology capabilities.