Customer Service Manager – Thomaston CT
The Customer Service Manager is responsible for growing and supporting specific accounts and categories for the Connecticut sites. They manage the team of Account Reps and ensure the team meets performance measures and that policies/procedures are followed. This reports to the Plant Manager and is onsite in Thomaston, CT.

Responsibilities:

• Define goals and objectives for the Customer Service team and manage the annual performance evaluation process for assigned team members; identify and monitor service metrics/KPIs
• Hire and train Account Specialists, Project Leads, and Customer Account Representatives
• Work closely with the organization to ensure consistent support for all customers
• Publish and update project timelines, monitor milestones, and communicate any variations that may impact customer satisfaction
• Identify and recommend best practices to improve customer satisfaction and company profitability; implement new departmental procedures as needed
• Lead CSRs through staff meetings, coaching, training, and development
• Attend all meetings related to service and customer issues
• Ensure all Purchase Orders are generated and distributed to support on-time delivery
• Collaborate with executive leadership to ensure open orders are shipped and billed in alignment with monthly sales objectives
• Focus on coaching, development, relationship building, and continuous improvement
• Oversee resolution of customer requirements from inquiry through the full revenue cycle
• Establish project plans, timelines, scope, and logistics; coordinate customer deliverables and manage expectations while balancing internal capabilities
• Negotiate inventory transactions, analyze customer forecasts, resolve day-to-day supply issues, and direct new sales opportunities to appropriate departments
• Lead initiatives to identify and resolve customer issues
• Ensure proper integration across all internal touch points, including manufacturing, scheduling, logistics, labs, marketing, sales, samples, and finance; act as liaison between commercial and operations teams
• Work effectively with all levels of the organization, including executive leadership, with the confidence to challenge and lead change

Desired Background/Skills:

• Bachelor’s degree and 3–5+ years of customer management experience, preferably in a manufacturing environment
• Excellent problem-solving and decision-making skills
• Strong technical skills and Microsoft abilities (SAP is a plus)
• Excellent interpersonal, written, and oral communication skills
• Ability to develop and plan long-range organizational needs for the department
• Builds a culture that motivates employees and drives job satisfaction and profitable results
• Creates strong team dynamics and morale that encourage open communication and high performance

Other Information:

• Competitive salary: $90K–$110K
• Medical / Dental / Vision
• 401(k)
• Disability & Life insurance
• Paid Time Off (PTO)
• Paid Holidays
• Discretionary Annual Bonus

Don’t miss out on this excellent opportunity to join a hardworking, supportive team- apply with us today to get started!
CoWorx is an equal opportunity employer dedicated to fostering a diverse and inclusive team. We believe that a varied workforce enhances our business outcomes and contributes to a brighter future for our internal teams, Field Talent, customers, and communities. We are committed to considering all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or veteran status, and we do not discriminate based on disability. If you are a person with a disability and require assistance during the recruitment process, please reach out to us.

Interested candidates please reference job code 243783 when responding to this ad.