Customer Service Manager (Candidate Identified)
Description
Customer Service Leadership - Lead, coach, and develop the Customer Service team. Establish KPIs and foster a customer-focused culture aligned with safety and operational priorities.
Order Management & Fulfillment - Oversee order entry, validation, and execution. Ensure customer commitments align with production schedules, inventory strategy, and transportation capacity. Maintain high standards for order accuracy and on-time delivery.
Demand Changes & Order Prioritization - Partner with Sales and Planning to manage demand changes, order prioritization, and allocation decisions during constrained supply conditions. Balance customer expectations with operational realities.
Customer Relationship Management - Serve as escalation point for key customers. Maintain strong relationships and ensure proactive communication regarding order status, delays, or issues.
Cross-Functional Coordination - Collaborate closely with Production, Scheduling, Logistics, and Sales to ensure alignment on priorities and execution. Participate in planning discussions to represent customer needs within operational constraints.
Disruption & Issue Management - Lead response to service disruptions including production issues, transportation delays, and quality concerns. Communicate impacts, recovery plans, and timelines to customers.
Communication & Escalation Discipline - Establish consistent communication standards and escalation protocols for customer-impacting events. Ensure timely, accurate, and professional messaging.
Inventory & Fulfillment Alignment - Partner in managing inventory health, including slow-moving or at-risk inventory. Balance service responsiveness with cost-effective inventory decisions.
Transportation Coordination - Work with logistics to resolve shipping constraints and ensure timely delivery across truck, rail, and intermodal channels.
Continuous Improvement - Identify and implement improvements in order processing, communication, and fulfillment performance. Use data and metrics to drive better outcomes.