Customer Service Manager - Cable Assembly - Massachusetts

Overview:

GCG is currently seeking a Customer Service Manager Cable Assembly to join our team! In this exciting role, you will lead a team of Account Managers and Customer Service Representatives for our cable assembly facility to deliver exceptional service and act as the critical liaisons between customers and our company.

You will set direction, manage workload, and lead a team that services requests for quotations, manages customer inquiries, processes sales orders, drives new product introductions, and maintains ISO9001 compliance.

If you are a strategic thinker with a passion for customer service, operational excellence, and team leadership, this role is an opportunity to make a significant impact!

We are excited to offer a remote work opportunity. However, candidates should be within a reasonable commuting distance from our Leominster office at 110 Jytek Dr. Leominster, MA.

Schedule: Monday to Friday, 8:00am to 5:00pm. 

What you’ll do

Customer Service Leadership & Process Management:

• Oversee all customer service functions, ensuring requests for quotations, sales orders, and customer inquiries are handled promptly and accurately
• Maintain strong supplier-managed inventory programs for key customers
• Assure Request for Quotations (RFQs) are responded to efficiently and with precision
• Oversee the double-checking of orders before job creation to ensure accuracy
• Coordinate and drive new product introductions from initial inquiries to successful implementation
• Ensure strict compliance with ISO9001 procedures and company policies

Reporting & Performance Tracking:

• Monitor and report on Customer Delivery Performance
• Manage and analyze Open and Booked Orders
• Track Gross Profit (GP) Sales Reports
• Provide Monthly & Status Reports for key customers
• Identify Customer Performance Trends, tracking sales volume growth or decline

Team Leadership & Development:

• Direct and mentor the customer service team, ensuring high levels of engagement and productivity
• Assess employee performance, provide coaching, and co-develop individual growth plans
• Drive a culture of continuous improvement, ensuring team members are aligned with company goals

What you’ll bring

Education & Experience

• 5+ years of experience in manufacturing customer service management or account management
• Strong background in manufacturing environments with a solid understanding of production and supply chain dynamics

Skills & Competencies

• Exceptional written and verbal communication skills
• Ability to lead teams effectively, providing guidance, mentorship, and performance management
• Strong attention to detail and ability to manage multiple tasks efficiently
• Experience with Windows and Microsoft Office Suite (Excel, Word, PowerPoint)
• Ability to work in a fast-paced environment, adapting to evolving customer needs

What we offer

About GCG

At GCG, our mission is to power, connect, and automate our world.  With the responsive DNA of a startup and the size of a global leader, we offer top brands and extensive value-added services that make us an invaluable partner to our customers in multiple industry verticals across the globe.  We are committed to meeting the needs of our customers, while focusing attention on our responsibility to the environment, our associates and the communities we serve.

GCG is an equal opportunity employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

These duties and responsibilities listed above are judged to be "essential functions" in terms of the Americans With Disabilities Act, or ADA. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Furthermore, the above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all duties that may be performed by such a person.