Job Description

Astral a division of The Wilbert Group

Astral Industries: Astral Industries is a premier manufacturer of high-quality steel burial caskets, offering a diverse range of products including metal, solid wood, engineered wood, veneer wood, and cremation caskets. The division is unique in its ability to purchase raw steel coils and produce finished powder-coated caskets within a single facility. Astral's manufacturing capabilities include electro-mechanical assembly, fabrication, sheet metal forming, stamping, structural welding, and automated powder coating. The company utilizes advanced processes such as a 6-stage pre-treatment for protective coatings and fully automated powder coat lines capable of handling large parts. These capabilities ensure that Astral Industries delivers best-in-class products with exceptional consistency and quality.

Position Overview:

We are seeking a proactive and analytical Customer Service Manager to lead our customer service team and elevate service resolution processes across two locations (Astral & Broadview). This role will focus on delivering timely and effective customer issue resolution while building a strong foundation for performance tracking, root cause analysis, and customer satisfaction (CSAT) measurement. The successful candidate will foster close collaboration with the plant teams, ensuring seamless communication and swift action on customer needs and product availability, ultimately ensuring a positive customer experience and operational efficiency. Travel between the Astral (Lynn, IN) and Broadview (Broadview, IL) locations is required to support cross-site leadership and consistency.

Key Responsibilities:

• Team Leadership & Development
• Manage, coach, and develop the customer service team to consistently meet and exceed service-level targets.
• Conduct regular one-on-one meetings, performance reviews, and development plans to promote accountability and growth.
• Provide ongoing training to enhance communication skills, product knowledge, and system proficiency.
• Monitor team performance, customer interactions, and service data to provide actionable feedback.
• Handle complicated day-to-day operations of customer support channels (phone, email, etc.) to ensure accurate, timely issue resolution.
• Ensure customer concerns, complaints, and inquiries are resolved efficiently, with a focus on first-contact resolution.
• Collaborate closely with plant teams to ensure product availability, resolve supply chain issues, and manage customer expectations effectively.
• Establish a strong working relationship with plant management to ensure customer requirements are met in a timely manner.
• Work cross-functionally to improve the product fulfillment process, actively contributing to initiatives that improve customer satisfaction, minimize delays, and optimize service delivery.
• Handle more complicated customer service issues that cannot be resolved by front-line customer service representatives, ensuring timely and satisfactory resolution.
• Assess and determine, in more complex situations, if customer credits will be issued based on company return policies and the return form, ensuring adherence to company guidelines while maintaining customer satisfaction.

Minimum Requirements:

• At least 5 years of experience in customer service, including a minimum of 2 years in a supervisory or managerial role.
• Demonstrated ability to lead and develop high-performing customer service teams.
• Strong communication and interpersonal skills with the ability to collaborate across departments.
• Proficient in customer service systems and CRM tools
• Advanced proficiency in Microsoft Excel, including the ability to analyze raw data, create pivot tables, build dashboards, and visualize trends through charts and graphs.
• Ability to travel regularly between Astral and Broadview locations.
• Strong organizational and time-management skills, with a proven ability to manage multiple priorities.
• Experience resolving customer escalations and applying policy-based judgment for credit or return decisions.
• Experience collaborating with supply chain or operations teams to resolve product availability or fulfillment issues.

Preferred Requirements:

• Bachelor’s degree in business administration, Communications, Supply Chain Management, or a related field.
• Experience working in a manufacturing, production, or plant-based environment.
• Previous responsibility for multi-site operations or cross-location team leadership.
• Familiarity with performance tracking tools, root cause analysis, CSAT measurement and call management systems
• Training in conflict resolution, customer satisfaction strategy, or continuous improvement methodologies (e.g., Six Sigma, Lean).

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