From Reliance Inc.'s posting. “We” and “our” refer to the employer.
Job Summary
SUMMARY
The Service Manager is responsible for leading inside sales and customer service functions, ensuring customer satisfaction, managing order execution, and coordinating cross-functional efforts to support business performance and growth.
Physical Requirements
Stand or Sit(Stationary position)
Function in the Job
Sedentary Work- Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Job Function
Lead and manage the inside sales and customer service teams to support daily operations and customer requirements
Serve as the primary internal customer advocate, ensuring customer needs are clearly communicated and understood across the organization
Oversee processing of customer orders, including coordination with production scheduling, inventory, and shipping
Ensure customer satisfaction through accurate order processing, timely delivery, and clear communication
Monitor customer orders from entry through shipment and proactively resolve delays in coordination with operations, logistics, and sales teams
Develop and maintain strong customer relationships through responsive and proactive service
Act as liaison between inside sales, outside sales, production, quality, engineering, shipping, and suppliers to ensure alignment and performance
Support inventory management, raw material availability, and order fulfillment to meet customer commitments
Coordinate inbound material deliveries from mills and suppliers to ensure product availability and on-time customer fulfillment
Assist in scheduling plant operations to align with customer needs
Guide quoting processes based on market conditions and lead times
Evaluate customer profitability, including cost, margin, and capacity utilization
Lead customer service initiatives to ensure best-in-class service and exceed customer expectations
Manage customer complaints, returns, credit requests, and corrective action processes while balancing customer satisfaction and business objectives
Collaborate with quality and production teams to investigate product concerns, support root cause analysis, and implement corrective actions as needed
Support forecasting activities and customer demand planning in coordination with sales teams
Oversee quotation processes, documentation, and follow-up to ensure accuracy and timeliness
Conduct regular team meetings, provide ongoing training, and support continuous improvement initiatives related to customer service, product knowledge, and business systems
Conduct employee performance evaluations and support team development and training
Monitor and report key performance indicators including order accuracy, on-time fulfillment, open orders, past due orders, and customer satisfaction metrics
Maintain strong communication across departments and promote a team-oriented work environment
Travel as needed to visit and support customers
Perform additional duties as assigned
Required Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Strong leadership and team development skills
Strong communication and customer service skills
Ability to manage multiple priorities in a fast-paced environment
Strong organizational and problem-solving skills
Knowledge of steel products, market conditions, and customer requirements
Ability to coordinate across multiple departments
Strong attention to detail and accountability
Ability to make decisions independently and exercise judgment
Proficiency in computer systems including ERP/CRM and Microsoft Office applications
Strong work ethic with a results-driven mindset
EDUCATION AND EXPERIENCE
High school diploma or equivalent required
Minimum of 3–5 years of experience in steel, sales, or customer service-related roles required
Leadership or supervisory experience preferred
Responsibilities
Lead and manage the inside sales and customer service teams to support daily operations and customer requirements
Serve as the primary internal customer advocate, ensuring customer needs are clearly communicated and understood across the organization
Oversee processing of customer orders, including coordination with production scheduling, inventory, and shipping
Ensure customer satisfaction through accurate order processing, timely delivery, and clear communication
Monitor customer orders from entry through shipment and proactively resolve delays in coordination with operations, logistics, and sales teams
Develop and maintain strong customer relationships through responsive and proactive service
Act as liaison between inside sales, outside sales, production, quality, engineering, shipping, and suppliers to ensure alignment and performance
Support inventory management, raw material availability, and order fulfillment to meet customer commitments
Coordinate inbound material deliveries from mills and suppliers to ensure product availability and on-time customer fulfillment
Assist in scheduling plant operations to align with customer needs
Guide quoting processes based on market conditions and lead times
Evaluate customer profitability, including cost, margin, and capacity utilization
Lead customer service initiatives to ensure best-in-class service and exceed customer expectations
Manage customer complaints, returns, credit requests, and corrective action processes while balancing customer satisfaction and business objectives
Collaborate with quality and production teams to investigate product concerns, support root cause analysis, and implement corrective actions as needed
Support forecasting activities and customer demand planning in coordination with sales teams
Oversee quotation processes, documentation, and follow-up to ensure accuracy and timeliness
Conduct regular team meetings, provide ongoing training, and support continuous improvement initiatives related to customer service, product knowledge, and business systems
Conduct employee performance evaluations and support team development and training
Monitor and report key performance indicators including order accuracy, on-time fulfillment, open orders, past due orders, and customer satisfaction metrics
Maintain strong communication across departments and promote a team-oriented work environment
Travel as needed to visit and support customers
Perform additional duties as assigned
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Strong leadership and team development skills
Strong communication and customer service skills
Ability to manage multiple priorities in a fast-paced environment
Strong organizational and problem-solving skills
Knowledge of steel products, market conditions, and customer requirements
Ability to coordinate across multiple departments
Strong attention to detail and accountability
Ability to make decisions independently and exercise judgment
Proficiency in computer systems including ERP/CRM and Microsoft Office applications
Strong work ethic with a results-driven mindset
EDUCATION AND EXPERIENCE
High school diploma or equivalent required
Minimum of 3–5 years of experience in steel, sales, or customer service-related roles required
Leadership or supervisory experience preferred
About this listing
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