Customer Service Manager (Distribution Center)
Core
Lead customer service execution, order management, and delivery performance at a distribution center to ensure high service levels and customer satisfaction.
Role type
Customer Service Manager (Distribution Center)
Builds
Order fulfillment and delivery performance for climate technology products
Domain
Supply chain / Logistics / HVACR
Required skills
Order management, fulfillment, and logistics processes; Escalation management; Cross-functional partnership; ERP/WMS systems proficiency; Process improvement (SOPs); Team leadership
Preferred skills
High-volume, multi-SKU distribution experience; Lean, Six Sigma, or continuous improvement methodologies; Customer-facing performance metrics management; Advanced Excel or data analysis skills
Responsibilities
Serve as primary point of contact for customers and sales on order status and delivery performance; Lead resolution of delivery issues, escalations, and past-due orders; Oversee end-to-end order management and prioritize customer-critical orders; Drive improvement in RDSL and overall service performance; Partner with Operations, Planning, Materials, and Sales to align demand with execution capability; Develop and implement standard work and SOPs to improve customer service processes; Lead and develop the customer service team
Seniority
Manager, supervisory role