About the job

As an integral member of our Hygienic Fluid Handling management team, our Customer Operations Manager will lead a customer and partner support organization focused on delivering operational excellence, enabling sales success and driving strong customer outcomes. This role is responsible for leading a team of Account Representatives who support the full customer lifecycle, from quotation and order execution through delivery coordination, issue resolution and ongoing account support.

You will play a key role in strengthening cross-functional alignment, improving operational processes, and developing a high-performing team that serves as a trusted partner to customers, field sales, operations, and logistics. Success in this role requires strong people leadership, commercial awareness, operational problem-solving, and the ability to drive accountability and responsiveness across multiple stakeholder groups.

This is a hybrid on-site role based in Kenosha, WI.

As a part of the team, you will:

• Lead, coach, and develop a team of Account Representatives responsible for customer account support, order entry and execution, and sales support activities.

• Lead cross-functional coordination efforts across sales, operations, logistics, and supply chain teams to ensure timely resolution of customer issues and seamless execution of customer orders.

• Monitor and improve key operational and customer support metrics, including response times, order accuracy, backlog management, and issue resolution effectiveness.

• Drive adoption and effective utilization of ERP, CRM, and digital tools to improve visibility, workflow consistency, reporting, and customer communication.

• Support the organization's commercial objectives by helping the team strengthen customer relationships, improve responsiveness, and drive customer preference for our brand.

• Advocate for the customer and customer support team by driving alignment, responsiveness, and accountability across internal stakeholder groups.

• Identify opportunities to improve processes, communication flow, and operational efficiency to enhance both the customer experience and internal effectiveness.

• Ensure adherence to company policies, including signature authority, credit policy, shipping guidelines, and cancellation processes.

What you know:

You have Bachelor's degree in Business or equivalent experience, and:

• Proven leadership experience within customer support, account management, inside sales, sales operations, or commercial operations.

• Strong understanding of order management, operational workflows, and cross-functional coordination within a B2B business environment highly preferred.

• Experience in manufacturing or distribution environment preferred.

• Experience driving process improvements and standardization efforts.

• Demonstrated ability to navigate and resolve complex customer and operational issues through collaboration, problem-solving, and sound decision-making.

• Strong analytical mindset with experience utilizing data, metrics, and reporting to identify trends, improve processes, and support business decisions.

• Strong communication interpersonal and collaboration skills

• Strong analytical approach to problem solving

• Proficiency with ERP systems, CRM platforms, and Microsoft Office Suite.

• Experience with Lean, Six Sigma, or continuous improvement methodologies is preferred.

At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area.

What's in it for you?

Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more. At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.

The base salary for this role is typically $95,000 - $105,000 annually.