Customer Service Manager/Sales Support

Job SummaryThe Customer Service Manager (CSM) leads and participates in a team responsible for direct or virtual customer interactions. This role ensures clients receive exceptional service throughout the sales and support lifecycle and serves as the key liaison between customers and internal teams. Responsibilities include handling inbound leads, managing inside sales activities, processing requests for estimates or quotes, supporting eCommerce platforms, overseeing orders from inception to shipping and invoicing, providing order information (e.g., lead times, tracking details, invoices), addressing customer inquiries, and resolving complaints.Management Responsibilities Structures, builds, and leads the Customer Service, Inside Sales, eCommerce, and Product Support Teams to meet the Company’s strategic and financial performance objectives. Organizes, assigns responsibilities, establishes schedules, and oversees the CST members daily activities to ensure exceptional service delivery. Oversees the coordination of Inside Sales and eCommerce support functions, ensuring alignment with business development and operational processes. Hires, trains, and manages performance of team members according to company policies and best practices. Provide timely management reports, performance updates, and actionable insights to senior leadership.Duties/Responsibilities Manages a team of Customer Service, Inside Sales and Product Support Representatives, ensuring compliance with company standards and delivery of high-quality service. Provides first-line technical support to customers on drone systems, components, and aftermarket services. Ensures technical documentation, manuals, and service bulletins are communicated and up to date. Conducts product training sessions, demonstrations, and technical briefings for customers. Addresses customer concerns including troubleshooting product issues and coordinating with engineering, production, and operations teams for resolution. Oversees order management, returns, warranty claims, repair services, and aftermarket support. Supports business development initiatives through cross-selling, up-selling, and contract renewals. Keeps the team informed and aligned on changes to company products, services, processes, tools, and policies. Defines monitors, and manages key performance metrics that drive market-leading customer satisfaction. Provides performance reports and development plans for team members, including corrective actions when necessary. Builds relationships with assigned customer personnel, business development and cross functional teams. Identifies opportunities for continuous improvement as related to CST structure, resources, and procedures; presenting actionable proposals to the Leadership Team. Performs CRA functions when necessary to ensure service is delivered effectively and efficiently. Maintains compliance with industry regulations in all customer interactions. Prepares reports, presentations, and metrics for senior management. Participates in special projects and other related duties, as assigned.Required Skills/Abilities Excellent communication and interpersonal skills, including active listening. Strong knowledge of customer service operations, inside sales, and eCommerce support. Strong work ethic and dedication to “getting the job done.” Service-oriented, professional and able to resolve customer and direct report grievances. Skilled in coaching, mentoring, and developing team members. Excellent organizational skills and attention to detail. Proficient computer skills and ability to learn database and ordering systems.Education And Experience Bachelor’s degree in Business Administration, Sales/Marketing, Supply Chain, or related field (required). Minimum of 3–5 years of progressive customer service experience, including inside sales or eCommerce support. At least 2 years in a supervisory, team leader, or management role required. Experience in aerospace, UAV drone, or other technical manufacturing industries preferred. Prior experience managing eCommerce sales channels (Amazon, company webstore, dealer portals) is a plus.Physical RequirementsOffice-based ability to sit at a desk and use a computer for prolonged periods (6-8 hours per day). Occasionally required to stand, walk, or move around the office and production areas. Ability to lift and carry office supplies, files, or reports, typically up to 15-25 pounds. Occasionally required to reach overhead, bend, or stoop to access files or office equipment. Frequent use of hands for typing, data entry, and handling documents. May need to walk through or inspect areas of the manufacturing floor, requiring proper safety precautions.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel as classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.Lumenier Holdco is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, and sexual orientation, and ancestry, marital or veteran status. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.