Customer Service Manager

We make life more comfortable. Leggett & Platt’s overall mission is a commitment to enhance lives – by delivering quality products, offering empowering and rewarding careers, and doing our part in bringing about a better future. Leggett & Platt’s inventive heritage and leadership span more than 130 years. Leggett & Platt has divisions that design, manufacture, and sell a variety of products for all areas of life. Our reliable product development and launch capability, coupled with our global footprint, make us a trusted partner for customers in the automotive, furniture, hydraulic cylinders, flooring, textile and geo components industries. Learn more about the history of Leggett & Platt: https://leggett.com/history   Precision Hydraulic Cylinders   Precision Hydraulic Cylinders is committed to providing comprehensive design, service, and support to OEM’s during all phases of development, testing, and production to ensure smooth integration and superior product performance.   As leading providers of a wide variety of hydraulic cylinders, we operate within a global marketplace. Offering all our OEM clients a customized solution, we pride ourselves on being able to tailor what we do to meet the changing needs of our clients. Whether you need a change in volume or a tighter deadline, we will always do our utmost to get the job done to the highest possible standard.   Learn more about Precision Hydraulic Cylinders: https://phc-global.com/ Leggett & Platt, Incorporated is seeking a Customer Service Manager for our Precision Hydraulic Cylinders (PHC) headquarters in Wilmington, North Carolina.   As part of PHC, this leadership role is responsible for managing the customer service function, ensuring timely and accurate order processing, strengthening customer relationships, improving service processes, and partnering with Sales, Operations, Production, and Supply Chain to resolve inquiries and support business priorities.   RESPONSIBILITIES:   What you’ll do · Lead, coach, and develop the customer service team to deliver accurate, responsive, and professional support to customers · Oversee daily customer service operations, including order entry, customer portals, EDI processes, customer communications, and issue resolution · Serve as the escalation point for complex customer concerns related to pricing, product availability, delivery schedules, quality, and service expectations · Partner with Sales, Operations, Production, Shipping, and Supply Chain to align customer commitments with production capabilities and delivery timelines · Monitor customer service performance metrics, identify trends, and implement continuous improvement actions to improve customer satisfaction and team efficiency · Maintain and strengthen long-term customer relationships through proactive communication, timely follow-up, and a solutions-oriented approach · Develop, document, and improve customer service procedures, training materials, and standard work to support consistent service delivery   Minimum qualifications · Proven customer service experience in a manufacturing, distribution, or industrial business environment · Prior supervisory, team lead, or people management experience preferred · Strong verbal and written communication skills with the ability to resolve customer issues professionally and effectively · Ability to manage multiple priorities, meet deadlines, and make sound decisions in a fast-paced environment · Strong working knowledge of Microsoft Office, especially Outlook and Excel · Experience with ERP and SAP, inventory control, CRM, customer portal, EDI, or order entry systems preferred · Demonstrated leadership, problem-solving, organization, and process improvement skills EDUCATION · High school diploma or equivalent required; associate or bachelor’s degree in Business, Communications, Supply Chain, or a related