Customer Service Manager at The Timken Company in Norton Shores, Mich

Great customer experiences don't happen by accident. They're led by great people!

Are you a customer-focused leader who thrives at the intersection of technology, teamwork, and operational excellence? Do you know how to turn complex customer challenges into positive experiences and build a team that consistently delivers results?

Rollon by Timken is looking for a Customer Service Manager who knows that exceptional service goes far beyond answering questions — it's about building relationships, solving problems, and delivering on promises.

As a leader in the linear motion and industrial automation industry, Rollon designs and manufactures high-performance motion components and engineered solutions for customers around the world. We're looking for an experienced, technically savvy, and hands-on leader to oversee our Customer Service and Order Management functions while helping us take the customer experience to the next level.

If you're passionate about developing people, improving processes, and creating outstanding customer experiences, this could be the opportunity you've been looking for!

The Opportunity

As our Customer Service Manager, you'll be the driving force behind our customer support and order fulfillment operations. You'll lead and develop a team of customer service professionals, oversee the complete order management process, and serve as a critical connection between our customers and internal teams, including Engineering, Production, Quality, and Supply Chain.

You'll bring together technical knowledge, leadership, and a customer-first mindset to ensure our OEM customers, system integrators, and distribution partners receive the responsiveness, expertise, and solutions they expect.

This is more than managing a department — it's an opportunity to make a measurable impact on customer satisfaction, operational performance, and business growth.

Key Responsibilities

• Team Leadership: Recruit, train, and mentor a team of technical Customer Service Representatives (CSRs) and field service coordinators.
• Order & Contract Management: Oversee the end-to-end order lifecycle for complex, highly engineered motion control products, from quote to delivery.
• Technical Troubleshooting: Assist customers with basic pre-sales inquiries, product selection (actuators, guides, RTUs), and post-sales technical troubleshooting.
• Cross-Functional Collaboration: Coordinate closely with mechanical and electrical engineers, production scheduling, and inventory teams to meet tight project deadlines.
• Customer Escalations: Serve as the primary escalation point for delivery delays, product defects, or warranty issues, ensuring swift and diplomatic resolution.
• Metrics & Reporting: Establish and monitor KPIs (e.g., On-Time-In-Full delivery, response times, and customer satisfaction), presenting performance reports to upper management.
• Continuous Improvement: Identify root causes of recurring customer issues and collaborate with operations and quality teams to implement process improvements and prevent future defects.

Qualifications & Skills

• Bachelor’s degree in Business Administration, Mechanical/Electrical Engineering, or equivalent technical/industry experience is required.
• 3–5+ years of customer service management experience within industrial automation, manufacturing, robotics, or a highly technical engineered-product field preferred
• Experienced people manager with high level of motivation of the team
• Experience with Internal sales and/or interest as we move the team forward to selling
• Solid understanding of linear motion components, actuators, gearboxes, PLCs, or related automated machinery preferred

Compensation and Benefits

Position offers a comprehensive benefits package that includes, health, dental, vision, life, disability, vacation time, 10 paid holidays per year, sick time, tuition reimbursement, 401(k) w/company match.

***IMPORTANT***

All offers of employment are contingent upon the successful completion of a background check (criminal, education and employment verifications, and references), as well as a medical screening that includes drug testing.

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.