The Customer Service Operations Manager is responsible for driving operational excellence across the Customer Service organization by improving order management, logistics coordination, and Distribution Center alignment. This role focuses on enhancing the overall customer experience through improved order and shipping accuracy, timely fulfillment, and proactive communication. The position partners closely with Purchasing, Logistics, and Distribution Center teams to optimize processes, increase visibility, and ensure consistent, high-quality execution.
KEY RESULT AREAS:- Drive improvements in order management processes to enhance order accuracy, shipping accuracy, and on-time delivery performance.
- Collaborate closely with Purchasing, Distribution Centers and Logistics teams to improve throughput, capacity utilization, and shipping efficiency.
- Develop and maintain reporting and dashboards to track key performance metrics including order accuracy, fill rates, on-time shipping, backlog, and cycle times.
- Assist with capacity planning efforts across Customer Service and Distribution operations to ensure alignment with demand and service expectations.
- Identify root causes of order, shipping, and service issues; implement corrective actions and sustainable process improvements.
- Establish and monitor KPIs to drive accountability and continuous improvement across Customer Service and operational functions.
- Assist with Customer Service proactive communication related to order status, delays, and issue resolution for both customers and internal stakeholders.
- Work cross-functionally with Sales, Logistics, Purchasing, and Distribution Centers to align priorities and improve end-to-end order flow.
- Support continuous improvement initiatives by leveraging data, process analysis, and technology to drive efficiency gains.
- Provide leadership and direction on operational best practices, standard work, and process discipline.
- Ensure accurate and timely reporting of operational performance to leadership to support informed decision-making.
- Assist in developing and implementing process improvements that enhance both customer experience and internal efficiency.
- Support system enhancements and tools that improve visibility, tracking, and execution of customer orders.
- Drive a culture of accountability, problem solving, and continuous improvement within the organization.
EDUCATION / EXPERIENCE REQUIRED- Bachelor's degree in Business, Supply Chain, Operations Management, or related field preferred. Equivalent experience will be considered.
QUALIFICATIONS REQUIRED: - 5+ years of experience in operations, logistics, supply chain, or Customer Service operations.
- Strong experience working with Distribution Centers and logistics networks.
- Demonstrated ability to improve operational processes, particularly in order management and fulfillment.
- Experience with reporting, metrics development, and performance management.
- Strong analytical skills with experience in root cause analysis and problem solving.
- Ability to operate effectively in cross-functional teams and influence outcomes.
- Strong communication skills with the ability to drive alignment across multiple stakeholders.
- Experience with ERP systems and order management tools preferred.
- Proficiency in Microsoft Excel, PowerPoint, and data analysis tools.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
TRAVEL REQUIRED: Up to 25-40% travel may be required
