Client Services Manager

Tolerance Masters, Inc is a precision machine shop located in Circle Pines, MN. We specialize in the manufacturing of close tolerance flight safety and critical performance machines parts and sub-assemblies.

We are seeking a dedicated and highly skilled Client Services Manager to join our team at Tolerance Masters. The ideal candidate will be responsible for ensuring a seamless and exceptional experience for our customers throughout their journey with us. From initial contact to post-delivery support, the Client Services Manager will focus on creating positive interactions and building lasting relationships with our clients. This role will also be responsible for building and presenting revenue forecasting and other reports to management.

KEY RESPONSIBILITES

Revenue Forecasting

• Create monthly, quarterly, annual, and 3-5 year revenue forecasts
• Review forecasts with upper management and be able to discuss the “why” behind the numbers
• Work closely with planning to determine customer demand vs. potential production output

Customer Relationship Management

• Serve as the main point of contact for customers, maintaining positive and proactive relationships, support customer calls related to supply chain and estimated completion dates
• Ensure that customer queries, complaints, and issues are resolved promptly and effectively
• Work closely with the sales and production teams to provide tailored solutions to customer needs
• Lead efforts to resolve any customer issues or product complaints related to CNC machining services

Order and Project Coordination

• Oversee the order lifecycle, ensuring all customer requirements and expectations are met
• Collaborate with the production team to ensure timely delivery of CNC machined parts and services
• Track customer orders from quotation to final delivery, ensuring consistent updates and communication

Continuous Improvement

• Oversee PO entry, order acknowledgement, and confirmation date process. Suggest and make improvements to ensure process is efficient and accurate
• Identify trends or recurring issues and work with internal teams to develop strategies for improvement

Sales Support

• Assist the sales team in understanding customer requirements, timelines, and expectations
• Support the development of customer proposals and ensure proper documentation of all transactions
• Help identify opportunities for upselling or cross-selling services based on customer needs

Leadership and Management

• Lead and develop the customer service team to ensure a consistent and high-quality experience across all touchpoints
• Make staffing recommendations based on workload, skillsets, etc. as we continue to grow

Reporting & Metrics

• Monitor business activity in comparison to forecast and other metrics and report as needed if/when there appear to be issues ahead
• Work with the management team to determine the cause of concern and potential solutions
• Take over as owner of custom software (Superlist, etc.) and improve accuracy of this report (operation completion dates, and job completion dates)
• Create custom reports as needed related to Sales Orders. Examples: Open order reports, Job completion date reports by part number and customer, Inventory status reports for customers
• Manage SNC portal for customers: Create macros to most efficiently take data from our system and load it into the customer’s system on a weekly basis

REQUIRED QUALIFICATIONS

Experience

• Proven experience as a Customer Experience Manager or in a similar role, preferably in a manufacturing or CNC machining environment
• Strong understanding of CNC machining processes and services is highly desirable
• Experience in customer service, sales, or project management is a plus

Skills

• Excellent communication and interpersonal skills
• Ability to manage multiple projects and prioritize effectively
• Strong problem-solving and conflict resolution skills
• Proficiency in JobBOSS, CRM software and Microsoft Office Suite (Excel, Word, PowerPoint)

Education

• A bachelor’s degree in business, engineering, or a related field is preferred

PREFERRED QUALIFICATIONS

• Previous experience working in a B2B manufacturing environment, especially related to precision machining, fabrication, or similar industries
• Familiarity with CNC machinery, technical drawings, and manufacturing processes
• Ability to understand and articulate technical details to non-technical clients

PERSONAL ATTRIBUTES

• Customer-focused with a passion for delivering outstanding service
• Strong organizational skills and attention to detail
• Ability to thrive in a fast-paced, deadline-driven environment
• Proactive, self-motivated, and results-oriented

BENEFITS

• Health and Dental Insurance
• Health Savings Account
• Life Insurance
• Paid Time Off
• 401(k) with matching
• Holiday Bonus

Job Type: Full-time

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Compensation Package:

• Yearly bonus

Schedule:

• 10 hour shift
• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $85,000 - $95,000