Customer Service Manager-Concord-North Carolina

Sales Customer Service Manager

Kanthal, part of the Alleima Group, is a world-leading brand for products and services in industrial heating technology and resistance material. In this exciting role, you will be part of a new team built from scratch, combining deep internal expertise with fresh external perspectives to meet evolving business needs.

Your Role

As Sales Customer Service Manager, you will lead and support customer service operations while collaborating closely with the sales team to drive performance and satisfaction. Key responsibilities include:

• Provide post-sale customer service via phone and email, handling high volumes of general inquiries (e.g., billing, suggestions, complaints)
• Support the sales team in achieving objectives and improving efficiency and customer satisfaction
• Manage escalations of unresolved customer inquiries and share market intelligence with product and sales teams
• Plan, direct, supervise, and evaluate workflow, recommending operational improvements
• Make hiring decisions and conduct performance appraisals
• Ensure the customer service team operates effectively and meets sales and profitability targets
• Maintain compliance with local legislative frameworks

About You

You bring a strong customer-centric mindset and leadership experience. Ideally, you have:

• A bachelor's degree in business, communications, or a related field
• 5+ years of experience in customer service or sales support, preferably in industrial or technical sectors
• Experience managing teams and improving operational processes
• Fluency in English; additional languages are a plus
• Strong interpersonal, problem-solving, organizational, leadership, and communication skills

What You Can Expect From Us

• A supportive and inclusive work environment where every individual is valued
• Opportunities for growth and development within an industry that never stands still
• Competitive salary and benefits package, including:
• Hourly or annual pay options
• Sign-on and relocation bonuses
• PTO aligned with Sandvik policy
• Internet and cell phone allowances
• Sales commission plans
• 401(k) employer contributions
• Performance-based bonuses
• Tuition reimbursement
• Flexible office options, including the possibility to work from home
• A commitment to safety and a zero-accident environment

Additional Information

This position is based in Concord, North Carolina, USA. Travel may be required depending on business needs.

Kanthal is an Alleima company and a world-leading brand for products and services in industrial heating technology and resistance material. Backed by our skilled people and pioneering technology, every innovative solution is a creative partnership with our customers. With a strong commitment to reducing climate impact, we support some of the world's largest and most exciting projects.