Customer Service Manager
Core
Lead a national team of customer service managers to drive service excellence, operational efficiency, and continuous improvement within a manufacturing context.
Role type
Senior IC Customer Service Manager (Manufacturing)
Builds
Customer service operations, order-to-cash processes, and digital self-service tools for retail partners
Domain
Manufacturing / Retail Supply Chain
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic leadership, team mentorship, KPI management, complex issue resolution, cross-functional collaboration, process optimization, analytics, change management
Preferred skills
SAP environment experience, manufacturing industry experience, advanced Excel skills
Technologies
SAP, Oracle, Microsoft Dynamics, EDI, Microsoft Office (Advanced Excel)
Responsibilities
Provide strategic leadership and mentorship to a national team of customer service managers; Establish and monitor performance metrics (KPIs) for order accuracy, responsiveness, and customer satisfaction; Oversee resolution of complex service issues including order discrepancies and delivery concerns; Partner with IT and ERP teams to streamline order-to-cash processes; Analyze service metrics and retailer scorecards to identify trends and areas for improvement.
Seniority
Senior, hands-on IC with leadership responsibilities