Global Headquarters, 9080 Shell Rd, Cincinnati, OH 45236, USA

Description
General Summary
The Customer Service Manager oversees the daily execution of the order-to-cash processes. You will manage and coordinate the customer service activities for the region – The Americas. You will ensure efficient and accurate order management. You will be an advocate for the customer through the order fulfillment process from order entry to shipping and invoicing. You will interface with the Operations, Supply Chain and Planning teams to ensure customer needs are met. In addition, you will partner with the sales team to ensure the overall customer experience is positive and aligned with our Michelman values. Finally, you will drive excellence in the team ensuring the team is capable through a disciplined onboarding process and standard work execution for all activities.

Primary Responsibilities

Oversee the daily execution of the Order-to-Cash and deliver processes associated with the Customer Support Team, including order entry and validation, order confirmation, and coordination with internal teams (sales, warehouse, logistics)

Provide team with clear understanding of responsibilities, competencies and expected results and feedback regarding performance

Partner with the Commercial and Sales Teams to ensure alignment on customer experience expectations and to ensure transparent communication on customer related issues including but not limited to communications on obsoleted products or lead time changes

Review, track, and resolve customer issues (external) – Champion Salesforce complaints & coordinate organizational response with sales team

Review, track, and resolve internal issues, involving others and implementing corrective actions, as required

Handle complex and escalated customer service issues and oversee essential customer accounts as needed

Maintain a focus and philosophy of continuous improvement in your team with an eye on providing an excellent Customer Experience; propose process and system improvements to enhance speed and quality of the CS function

Champion, communicate, drive and reinforce appropriate change within the team

Conduct self-following values and behaviors,



ensuring alignment with the company’s purpose, core values and vision

Train and onboard new associates, ensuring necessary support is provided

Review requests for time away and ensure appropriate coverage from the team

Organize, evaluate, revise and communicate service/delivery systems & procedures and ensure adherence from the team

Develop and implement recent policies and procedures as needed and ensure adherence from the team

Develop and maintain training and documentation including the CSR Manual which will document all aspects of CSR role

Develop cross functional training opportunities to improve internal departmental relationships

Improve self and teams knowledge of INCO terms, NAFTA and Haz Mat requirements as well as Import/Export requirements

Coordinate and manage customer service & logistics projects and initiatives

Partner with Sales and Supply Chain Leadership to support and implement growth strategies

Monitor accuracy of database information (customer notes, CSR assignment, Shipping notes, etc.)

Analyze relevant data to determine team outputs (orders per CSR/Sales rep, etc.) to optimize territory assignments

Responsible for monthly OTIF problem solving and root cause analysis for customer service related misses and provide monthly input to the Supply Chain Leadership to incorporate in monthly S&OP; and S&OE; meetings

Conduct problem solving/root cause analysis activities to improve quality of service and productivity

Provide customer specific insight (order patterns, health of customer relationship, etc.) as needed in the establishment of new Supply Chain and Sales initiatives

Develop and maintain department budget, including overtime management

Critical Competencies, Knowledge, Skills, and Abilities

Proficient in standard business office software,



especially the JDE ERP system

Excellent analytical, problem solving and organizational skills

Excellent oral and written communication skills

Proven ability to think independently and handle multiple projects through to completion

Demonstrated ability to lead and manage staff

Independent work initiative, sound judgment, diplomacy, analytical ability and professional demeanor

Able to perform financial calculations and create and manage budgets

Proven ability to work in a team environment

Experience in LEAN manufacturing/methodology a plus

Education and Experience

Bachelor’s Degree in Business, Transportation/Logistics Management, Supply Chain Management or related field preferred

5+ years in customer service, logistics or supply chain environment

3+ years of experience with an enterprise resource planning (ERP) system (JDE preferred) some knowledge of Logistics’ functionality

Work Hours
Michelman’s standard work hours for this role are Monday – Friday from 8 am – 5 pm EST.

Note: The statements above are intended to describe the general nature and level of work being performed by people assigned to the job. They are not construed to be an exhaustive list of responsibilities, duties, and skills required of personnel. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

It is Michelman, Inc. policy to seek and employ qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Michelman is an Equal Opportunity Employer. Minorities, Females, Disabled, Veterans.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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📌 Manager, Customer Service (British Columbia)
🏢 Michelman
📍 British Columbia