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Customer Relations Manager

175 Pioneer Dr, Leominster, MA 01453, USA

Full Time

The Customer Relations Manager is responsible for managing the Customer Relations Team to ensure the full cycle of customer orders are inputted, processed, managed, and completed successfully through the appropriate systems and processes.

Essential Job Functions

  • Develop strong relationships with key customer contacts leading to F&M as the supplier of choice

  • Oversee order processing and fulfillment of customer orders at agreed upon customer service levels and standards

  • Develop and implement customer service policies and procedures

  • Define, communicate, and ensure customer service standards are met

  • Work closely with appropriate internal parties to ensure customer needs are met

  • Ensure the necessary tools and resources are available for quality customer service delivery

  • Improve customer relations quality results by evaluating & redesigning processes; establishing & monitoring service metrics; analyzing results for continued improvement

  • Identify and implement strategies to improve quality of service, productivity, and profitability

  • Identify customer service trends to determine needed system improvements and sales forecasting

  • Adhere to and enforce Internal Compliance rules as they apply to Order Management, Backlog Management, and Revenue Recognition Rules.

  • As needed, respond to customer inquiries on product selection, pricing, delivery, etc.

  • Develop high level relationships with carriers and negotiate favorable delivery options and pricing

  • Resolve complex and escalated customer issues

  • Supervise, coordinate, and assign activities of department staff; evaluate staff performance to recommend hiring, retention, promotion, transfer, or dismissal

  • Provide training and development for Account Managers, Analysts, and other team members to improve the efficiency and quality of services

  • Track invoices and expenditures related to department operations and budget


  • BS degree or combined equivalent of education and experience

  • Minimum 3 years’ proven, successful experience managing a customer relations team in a manufacturing company

  • 3-5 years of experience as a Customer Relations Account Manager

  • 1-2 years of experience managing or interacting with top tier customer base

  • In-depth knowledge of customer service software, databases, and CRM tools

  • Solid understanding of Order Management/CRM tools and ERP systems; Sage ERP experience is a plus

  • Strong working knowledge of Microsoft Office

  • Excellent written and verbal communication skills

  • Excellent problem solving skills

  • Strong ability to influence

  • High level of responsiveness

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