Customer Operations Manager

About the job

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.

• 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.

Qualifications

• 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.