Customer Service Manager

Acme Machine & Welding | ALKAB Machine & Welding

Based in Punxsutawney, Pennsylvania

Build the customer experience you would want to have

In heavy manufacturing, a customer’s request sets real work in motion. Quotes need accurate information. Orders need coordination. Production schedules matter. When something changes, customers deserve a clear answer and a plan.

We’re looking for a Customer Service Manager who takes ownership of that experience—from the first request for a quote through order fulfillment.

Acme Machine & Welding and ALKAB Machine & Welding are a privately held, growing manufacturing business with operations in Punxsutawney and New Kensington, Pennsylvania. We machine, weld, and fabricate demanding industrial parts for sophisticated customers. We’re investing in growth, and we need someone who can help our customer service operation grow with us.

Your mission

Make it easier for customers to do business with us—and easier for our people to deliver.

You will connect customers with the people, information, and resources needed to move their work forward. That means understanding the request, getting the details right, coordinating across departments, and following through until the issue is resolved.

You’ll also help improve how the work gets done. Our processes have room to improve. Bring the judgment to see what needs fixing and the initiative to help build something better.

What you will own

• Customer communication. Build relationships, ask good questions, and keep customers informed before they have to ask.
• RFQs, quotes, and order coordination. Keep incoming requests organized, information accurate, and follow-up moving.
• Internal coordination. Work closely with estimating, operations, and other departments to establish clear next steps and realistic expectations.
• Problem resolution. When a quote stalls, an order changes, or a customer needs help, get involved. Find the facts, bring the right people together, and close the loop.
• Better processes. Identify recurring bottlenecks, simplify handoffs, and use ERP systems and office tools to reduce unnecessary administrative work.
• The service standard. Lead by example with clear communication, attention to detail, and consistent follow-through.

What you bring

You have direct customer interaction experience and know how to earn trust through your actions. You can manage multiple requests without losing the details that matter.

You are a proactive problem solver. We are not looking for a person who needs a perfect, already-optimized environment. We are looking for the person who can help build it.

You communicate clearly in person, by phone, and in writing. You’re comfortable working with ERP systems and Microsoft Office, and you’re willing to learn better ways to use them.

You can work confidently in a heavy manufacturing environment and connect with people across the organization. When you need an answer, you know when to pick up the phone, walk to the shop floor, or bring the right people into a conversation.

Above all, you take initiative. You notice when something isn’t working, propose a practical improvement, and help put it into practice.

Why join us

Your work will be visible—in stronger customer relationships, smoother handoffs, and fewer problems left unresolved.

You’ll join a company with a long-term focus that is investing in its future. You’ll have the opportunity to help shape how we serve customers and build a business people are proud to work for.

If you enjoy solving problems, bringing people together, and making things work better, we want to hear from you.

Apply with your résumé and tell us about a customer problem you solved or a process you helped improve.

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person