Customer Service Manager

2 weeks ago

Temple, Texas, United States Wilsonart Full time
Job Title: Customer Service Manager

Wilsonart is seeking a highly skilled Customer Service Manager to oversee the team responsible for creating shipping paperwork packages and freight scheduling for SWR LTL / FTL and FedEx shipments departing the Temple factory. This role will also lead weekly fulfillment status meetings with major Wilsonart OEM customers, including VT Industries, Herman Miller, Haworth, Steelcase, and HON.

Key Responsibilities:
  • Lead and coordinate activities for shipping staff to ensure all shipments achieve on-time departure.
  • Establish and attend routine meetings with key customers within the company.
  • Lead productivity and inventory strategy meetings with key customers.
  • Collaborate closely with the commercial team regarding customer requests and root cause analysis.
  • Measure and report fill rate data for key customers on a timely basis, leading root cause analysis for any discrepancies below customer expectations.
  • Oversee the status and communication of the Grand Rapids, MI forward-deployed inventory for Herman Miller, Haworth, and Steelcase.
  • Manage Dayforce timekeeping for team members.
  • Capture, record, and prepare various KPI reports.
  • Provide input and/or conduct employee reviews.
Requirements:
  • Ability to manage multiple priorities in a fast-paced environment with a high level of accuracy.
  • Proficient in utilizing MS Office.
  • Working knowledge of System 36 and Infor.
  • Ability to work independently and collaboratively with a team.
  • Excellent written and verbal communication skills.
  • Ability to gain and retain product knowledge.
  • Sound decision-making ability.
  • Ability to train and coach team members.
  • Knowledge of Wilsonart products.
Education and Certifications:
  • Bachelor's degree in Business Management, Supply Chain, or a related field. An equivalent combination of education and experience will be accepted.
  • 5+ years of experience in customer service, including 2+ years leading a team in a similar environment.
Preferred but Not Required:
  • Experience with Wilsonart products.
Working Conditions:

Sitting in a comfortable position with frequent opportunities to move about.

Wilsonart is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

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