Customer Service Manager at Boyd

With over 90 years of customer-focused performance, Boyd has evolved as a market leader in engineered rubber, plastic, metal, flexible environmental sealing & energy management solutions. Boyd is a unique supplier, valuing our people as our most important resource. With our best-in-class technical sales associates, sales support service teams & field application, quality, & manufacturing engineers, Boyd offers total global solutions to enhance the performance & manufacturability of your products. Our cost-effective, tight-tolerance, global manufacturing capabilities ensure superior total landed cost as well as reliability throughout the product life cycle.

Directs and coordinates divisional Customer Service and Administrative.  Oversees the Customer Service flow of information between customers and the Boyd manufacturing floor.  Ensures a successful, high level of customer service, and profitable relationship between Boyd and each customer. Interfaces with Outside Sales and sales management to coordinate solutions and the communication plan(s) for the customer. Serves as the point of escalation for all customer issues relative to the division.  Collaborates with sales management and the General Manager to create sales forecast and business growth. 

• Oversee customer relations to ensure quotes and pricing fits the market requirements and provide solid manufacturability, adequate profits, and appropriate clarity and protection for Boyd
• Ensure Administration is aligned with the business goals and has the necessary resources to meet such goals
• Work with HMI Graphics Business Unit leaders to develop relationships with our outside salespeople and assist them in growing new and existing customers
• Responsible for ensuring orders and contracts from customers are clear, meet Boyd requirements, include common terms and conditions, and protect Boyd from liabilities
• Oversee San Jose Customer Service department to ensure Boyd’s policies and procedures are being followed and providing clarity when necessary relative to pricing, margin targets, return policy, contract review, stock part administration and all interdepartmental interfaces
• Responsible for ensuring orders and contracts from customers are clear, meet Boyd requirements, include common terms and conditions, and protect Boyd from excessive liabilities
• Lead Customer Service team including hiring, training, pay recommendations, and oversite of New Product Managers and Account Managers; administer and support the application of company personnel policies, including performance evaluations, attendance, safety, and routine working rules and regulations
• Work with Sales Management to develop relationships with and promote solid customer services skills with Outside Sales to assist them in growing new and existing customers
• Represent Customer Service department in evaluating new and potential changes to business process practices and speaking on behalf of Customer Service, assisting in their successful implementation
• Work with sales, process engineering, design engineering, manufacturing, and others to determine work priorities
• Provide reports to corporate as related to operational sales
• Host customer visits to the plant
• Drive a culture of working closely with customers by building relationships to enhance long term growth
• Perform other work-related duties as assigned

The pay range for this position: $80,000 - $90,000/year DOE, FLSA status: Exempt

Boyd is an equal opportunity employer and offers the following benefits:

• Medical (3 PPO plan options), dental, and vision insurance plans
• Flexible Spending Accounts and Health Savings Accounts
• Employer-provided AD&D insurance
• Voluntary accident insurance, critical illness, hospital indemnity, and whole life plans
• Voluntary life insurance plans
• 401k with company match
• Paid holiday, vacation, and sick time
• Annual discretionary bonus