Customer Service Supervisor

Position Title: Customer Service Manager

Reports To: Plant Manager

Location: Thomaston, CT

Last Day Revised: March 6, 2026

POSITION SUMMARY:

The Customer Service Manager provides management oversight of the Customer Service Representatives responsible for specific accounts and categories of business supporting the 2 businesses for the Connecticut Campus. Manages effectively in a cross functional environment to drive successes and achieve results through empowerment of the team. The manager must ensure that the accounts representatives are meeting performance measures and provide sound business decisions to meet/exceed customer needs. Manages others and coordinates work independently to ensure policies/procedures are followed. Focus on coaching/development, relationship building, and continuous improvement. Responsible for resolution of customer requirements from inquiry throughout the entire revenue cycle. Establish project plans, timelines, scope and logistics, coordinate customer deliverables, and manages customer expectations while balancing internal requirements and capabilities. Negotiate inventory transactions, analyze customer forecasts, address/resolve day-to-day supply issues, and directs new sales opportunities to appropriate departments. Leads initiatives that identifies and resolves customer issues that allows Sales to focus on sales growth. Must ensure proper integration of all internal touch points, including manufacturing, scheduling, logistics, labs, marketing, sales, samples, and finance. In addition, must be the liaison between commercial and operations to help balance both internal and external needs. Must have the ability to work with all levels within the organization, including executive leadership, and have the confidence to challenge and lead change.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Drive the service emphasis throughout the organization with the support of the executive team.
• Hire and train Account Specialists, Project Leads, and Customer Account Representatives to deliver responsive service.
• Define goals and objectives for Customer Service team. Manage annual performance evaluation process for assigned team members.
• Identify and monitor service metrics/KPI's.
• Provide data analysis and recommendations to all levels within the organization.
• Work closely with Commercial organization to ensure consistency of support to all customers.
• Publish and update project timelines, monitoring milestones and communicating to the organization and customer any variations that will impact customer satisfaction.
• Identify and recommend best practices to provide customer satisfaction and company profitability
• Implement new procedures in the department as required.
• Lead the CSR's through periodic staff meetings, coaching, training and development.
• Empower the team to serve all customers on a superior level.
• Attend any and all meetings relative to service and customer issues.
• Enforce that all Purchase Orders are keyed, generated and distributed to ensure on-time delivery.
• Ensure that prompt communication and response times are fulfilled to both internal and external customers.
• Recognize gaps/problems in the process and identify root cause. Implement required changes as needed.
• Work with executive level, ensuring that open orders are shipped and billed in conjunction with SDS's monthly overall sales objectives.
• Provide/conduct a proactive team for communication internally and externally.
• Must follow all work rules and policies
• Other duties may be assigned.

EDUCATION/EXPERIENCE:

• Bachelor's degree (B.A.) from a four (4) year college or university.
• Five (5) years related experience and/or training.
• Equivalent combination of education and experience preferably in a manufacturing environment
• Strong computer skills.
• Excellent problem solving and decision-making skills.
• Excellent interpersonal skills.
• Excellent written and oral communications skills.
• Ability to develop and plan department's long-range organization needs.
• Develops a culture that motivates and creates job satisfaction that drives profitable results
• Creates team dynamics and strong morale that fosters open communication and dialogue resulting in high performance teams

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.

Silgan is an Equal Opportunity Employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation of any other protective status.

Silgan is a drug-free workplace.