Customer Service Manager

Job DescriptionJob Description

iNRCORE Group is a leading, vertically integrated provider of highly engineered, high-reliability, and high-performance passive electronic components. We are known for manufacturing proprietary magnetics, capacitors, resistors, filters, and more. We serve mission-critical data and power applications in the Defense, Aerospace & Avionics, Space, Smart Grid, Medical, AI/Data center, and Hi-Rel industrial markets.

iNRCORE Group currently has fourteen (14) manufacturing facilities across the globe with more than one thousand (1000+) employees – and growing! Our business entities include company names such as Bicron, Coast Magnetics, DYCO, Gowanda, iNRCORE, Passive Plus, RCD, Sentran, TTE, and Vanguard Electronics. Our organization has a world-class reputation for innovation, quality products and expertise, and outstanding leadership. Our talented staff is what makes this all possible. We are actively seeking to hire highly skilled professionals to meet our growing demand and join our expanding team(s).

We currently have an opening for Customer Service Manager in our Bicron Electronics facility, located in Torrington, CT. This position is critical to the success of iNRCORE Group and will be supporting the leadership of the Customer Service team, managing key customer accounts, ensuring efficient order processing and customer satisfaction. This role reports directly to the Director of Sales.

The ideal candidate for this position should be a strong leader with experience in customer service and sales support within a manufacturing environment. They should have excellent communication skills, the ability to manage and motivate a team, and proficiency in ERP systems and Microsoft Office. A proactive approach to problem-solving and continuous improvement is essential.

Details of the Role: The position of Customer Service Manager will be responsible for supervising the Customer Service team, managing major customer accounts, and ensuring alignment with company standards and goals. During the course of a standard workday, you will be expected to oversee order entry, resolve customer issues, maintain accurate records, and collaborate with internal departments to meet delivery and quality requirements.

Duties and Responsibilities:

• Manage major/key customer accounts and serve as the primary point of contact for escalated issues
• Supervise, coach, and support Customer Service Representatives, providing guidance for daily activities
• Implement productivity, quality, and customer-service standards
• Participate in strategic planning and contribute to department objectives
• Communicate with customers via phone, email, and in-person to process orders and inquiries
• Accurately enter customer orders, pricing, and sample requests; verify customer information
• Prepare and submit quotes and bids, working with Supply Chain and Engineering for pricing and specifications
• Coordinate with production scheduling and shipping to ensure timely order fulfillment
• Handle customer complaints professionally and in accordance with company policies
• Collect and relay customer feedback to appropriate departments (Sales, QA, Product Management)
• Maintain forecasts, quote logs, and up-to-date customer account files
• Support continuous improvement initiatives and promote a safety-first culture
• Conduct timely performance reviews and provide training for Customer Service team members
• Maintain a clean and organized work area and ensure compliance with company standards
• Perform other duties as assigned by management

Qualifying Attributes and Skills

• Associate’s Degree in Business or related discipline required; Bachelor’s Degree
• Minimum of 5 years of customer service or sales experience in a manufacturing environment, with at least 2 years in a supervisory role
• Strong proficiency with Microsoft Office (Excel, Word, Outlook) and ERP systems
• Excellent verbal and written communication skills
• Ability to work well under pressure and meet deadlines
• Strong organizational skills with attention to detail and accuracy
• Ability to motivate and lead a team effectively
• High level of integrity and ability to handle confidential information
• Familiarity with quality management systems and continuous improvement practices

iNRCORE and its affiliated entities are an equal opportunity employer with a full suite of benefits offered to full-time employees.

• Excellent earning potential with qualifying annual bonuses
• Health, Dental, and Vision Benefits
• Elective Flexible Spending and Dependent Care Accounts
• Company paid and elective buy-up Life & AD&D Insurance
• Company paid Short-Term and Elective Long-Term
• Elective Critical Illness, Hospital Indemnity, and Supplemental Accident Coverage Benefits
• 401(k) Retirement Savings Plan with qualifying Company match
• Company paid mental health and Employee Assistance Program (EAP)
• Paid Holidays and generous paid time off (PTO)
• Employee Discount Program (LifeMart via ADP)
• Tuition Reimbursement for qualifying degrees and certification programs.

iNRCORE, LLC and its affiliated entities is an Equal Opportunity Employer. All qualified applicants will be considered.