Customer Service Manager

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Armorlube is seeking a proactive, detail-oriented Customer Service Manager to lead our client-facing efforts and streamline the transition from sales to operations. In this role, you will be the primary point of contact for our customers, responsible for generating accurate quotes, managing inquiries, and ensuring our internal operations team has the precise information needed to deliver excellence. This role serves as a critical link between customers, sales, and operations, owning the quote-to-delivery handoff and ensuring customer expectations align with operational execution.

• Act as the lead point of contact for all customer inquiries via phone, email, and/or chat.
• Manage and resolve complex customer issues with a focus on long-term customer satisfaction and retention.
• Build strong customer relationships by understanding needs, priorities, and timelines.
• Translate customer needs into actionable project requirements for internal teams.

• Analyze customer requests and generate detailed, accurate cost estimates and formal quotes.
• Ensure pricing accuracy by applying margins, discounts, and lead times appropriately.
• Follow up on pending quotes to move customers through the sales funnel.
• Maintain up-to-date knowledge of pricing structures, product availability, and lead times.

• Collaborate daily with the Operations Team to communicate customer specifications and deadlines.
• Monitor project progress to provide customers with proactive status updates.
• Identify gaps, bottlenecks or breakdowns in the "Quote-to-Delivery" process and propose workflow improvements.
• Ensure customer commitments are realistic, documented, and clearly communicated internally.

• Train and mentor junior customer service staff.
• Develop and maintain Standard Operating Procedures (SOPs) for communication, quoting and data entry.
• Promote consistency, accountability, and professionalism across customer-facing activities.

• Bachelor’s Degree or 4 years equivalent experience.
• 3-5+ years in customer service or account management role (preferably in an industry involving manufacturing, logistics, or technical services).

• Must be technical savvy and Proficiency in CRM software (e.g., Salesforce, Hubspot) and ERP/Project Management tools.
• Exceptional verbal and written communication skills with the ability to translate technical details to non-technical clients.
• Strong ability to calculate margins, discounts, and complex pricing formulas for quotes.
• Must be solutions driven and have a "find a way" attitude when balancing customer demands with operational constraints.

• Strong communication skills, both verbal and written, for effective interaction with customers and team members.
• Excellent problem-solving abilities, with the capacity to diagnose and resolve complex technical issues.
• Strong customer service orientation with the ability to build and maintain client relationships.
• Ability to work independently, manage multiple projects, and prioritize tasks effectively.

• Quote Accuracy:
  Minimized variance between quoted pricing and final invoicing.
• Response Time:
  Maintaining a high standard for speed of reply to customer inquiries.
• Operational Alignment:
  Decreasing the "friction" or missing information passed from sales to the production/ops team.

• Competitive Salary with potential bonus incentives
• Growth opportunities in a fast-paced hands-on environment
• Collaborative culture where initiative, ownership, and continuous improvement are valued
• 401(k)
• Dental, Vision and Health Insurance
• Paid Time Off

Armor Lube LLC provides high-performance ultra-hard metal coating services and solutions for a wide range of industries including firearms, automotive, oil & gas, aerospace & defense, manufacturing, agriculture and others.