Customer Service Manager

Are you someone who thrives on organization, consistency, follow-through, and keeping things moving smoothly ? Do you enjoy building structure, improving workflows, and being the person everyone can count on to make sure customers get what they need—on time and accurate?

At Plastikos, we’re looking for a Customer Service Manager to lead our end-to-end order fulfillment process.

The Customer Service Manager owns the end-to-end customer fulfillment process from order receipt through shipment and invoice readiness. This role provides leadership over production planning & scheduling, raw material planning & purchasing, warehouse and shipping/receiving, serves as the ERP (IQMS) process owner for order-to-invoice activities, and leads continuous improvement initiatives to improve delivery, accuracy, and customer experience.

• Own the customer order lifecycle from quoting/pricing, order receipt, order entry, scheduling coordination, shipment execution, and invoice-ready documentation.
• Provide direct supervision to Production Planning and Shipping & Receiving; set priorities aligned with customer commitments and capacity.
• Serve as the internal subject-matter expert and business owner of IQMS for order management, production planning & scheduling, inventory allocation, shipping, and billing triggers.
• Ensure ERP data integrity for customer master data, pricing, routings, and inventory transactions.
• Act as escalation point for customer delivery, order accuracy, and shipment issues.
• Lead cross-functional coordination with Manufacturing, Quality, Finance, and Materials.
• Develop and track KPIs related to order accuracy, on-time delivery, lead time, and ERP utilization.
• Identify and lead continuous improvement initiatives that improve fulfillment performance, system usage, and cross-functional workflows.

• Serve as the primary customer liaison for order fulfillment, proactively educating customers on lead times, capacity constraints, material availability, pricing drivers, and order requirements to align expectations and prevent downstream issues.
• Collaborate with the Sales Team and customers to clarify requirements, resolve ambiguities, and ensure orders are executable before release to production.

• Oversee and govern the end-to-end order-to-shipment process, ensuring accuracy, consistency, and accountability across Production Planning & Scheduling, Raw Material Planning & Purchasing, Warehouse, and Shipping & Receiving.
• Establish, maintain, and enforce standard work, hand-offs, and system workflows to ensure orders progress correctly from receipt through shipment and invoice readiness.
• Validate that processes and controls are functioning as designed and actively intervene when gaps, breakdowns, or inconsistencies occur.

• Prepare and update molded product piece-price quotes for existing products (e.g., raw material price increases, cavitation changes, labor or overhead rate increases) per established guidelines; route approvals to GM/Manufacturing Manager/Finance as required.
• Coordinate price updates in ERP and communicate changes to impacted internal teams and customers.
• Oversee confirmation of material availability, order pricing, and customer requirements prior to order release, ensuring alignment with contracts, quotes, and internal standards.
• Support customer discussions related to material cost changes, availability constraints, and negotiated pricing impacts in coordination with Materials, Purchasing, and Finance.

• Support and coach team members by ensuring processes, tools, and expectations are clearly defined and consistently followed across all customer-facing and fulfillment activities.
• Act as the escalation and decision-making point when customer requests conflict with capacity, materials, quality, or delivery commitments.
• Ensure accurate and timely communication between customers, internal teams, and leadership regarding order status, risks, and changes.

• On-time delivery (OTD)
• Order-to-ship Lead Time (days)
• Expedite Rate (%)
• Continuous Improvement (CI) Projects closed per Quarter3

All employees must exemplify the Company’s core values of excellent customer service (internal and external), teamwork, professionalism, respect, and continuous improvement.

• Bachelor’s degree preferred; equivalent experience considered
• 5+ years in customer service, operation, supply chain, or manufacturing environments
• Supervisory or team lead experience required
• Strong ERP experience required, IQMS/DelmiaWorks strongly preferred
• Demonstrated ability to lead cross functional process improvement
• Strong communication, organizational, and problem-solving skills

• Frequent exposure to manufacturing environment; climate-controlled production areas.
• ISO 13485/ISO 9001-controlled quality and production processes; ISO 7 and ISO 8 cleanroom environments (training required).
• While performing duties, the associate may work near moving mechanical parts and be exposed to fumes or airborne particles, and certain chemicals. Noise level is usually moderate.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

• Primarily office-based with routine plant-floor presence; ability to wear PPE and enter cleanrooms as required.
• Prolonged periods at a computer and in meetings; ability to traverse the facility and observe operations.
• Occasional lifting up to 20 pounds; travel up to 10–25% for customers, suppliers, and sites.

Reports to: Molding Manager

Department: Manufacturing

FLSA: Exempt | Location: Erie, PA (on-site) | Travel: 5–10%

This position is Exempt from the overtime requirements of the Fair Labor Standards Act and applicable state law. The role is salaried and not eligible for overtime pay. Depending on business needs, additional hours may be required to fulfill job responsibilities. Accurate time/attendance reporting per Company policy (e.g., PTO and scheduling) remains required.

Direct Reports: Production Planning & Scheduling, Material Planning & Purchasing, Warehouse, Shipping & Receiving.

Companies: Plastikos and Plastikos Medical (collectively, the “Company”).

Core Values: Customer Service, Teamwork, Professionalism, Respect, Continuous Improvement

Mission StatementPlastikos, Micro Mold, and Plastikos Medical strive to be one of the world’s leading providers of tooling and plastic products to our customers. Our goal is to be the #1 tooling & plastic processor requires outstanding customer service, technical abilities, quality, delivery, efficiency, and cleanliness. We seek to Make the Impossible.

In order to be #1, we need to be the supplier of choice, the employer of choice, and the customer of choice.

“Together, We Make the Impossible… to Make Life Better!”

The primary or essential functions of the position include the following. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The following duties and responsibilities represent the primary functions of the role; however, this list is not exhaustive and may evolve to support operational execution and business needs.

Apply now: goeccaonline.com/RPO/Applicant/Posting.aspx?JobPostingID=0a05e087-20c8-4c4d-885c-6165096a22fa