Customer Service Operations Manager
2 weeks ago
Position at Wilsonart
Company Overview
Wilsonart, a premier manufacturer and distributor of engineered surfaces, is headquartered in Austin, Texas. With an impressive annual revenue of approximately $1.4 billion and a dedicated workforce exceeding 4,500 globally, Wilsonart's products are utilized across various sectors including office, education, healthcare, residential, hospitality, and retail. The company operates under multiple esteemed brands, producing High Pressure Laminate, Quartz, Solid Surface, Coordinated TFL, Edgebanding, and other engineered surface solutions. With a presence in over 100 countries and manufacturing facilities in North America and Europe, Wilsonart is positioned as a leader in the industry.
Vision for Growth
With a robust global manufacturing network, cutting-edge process technologies, and scalable distribution capabilities, Wilsonart enjoys a significant competitive edge. The company is recognized for its commitment to product innovation and exceptional service, which contribute to stable margin performance and strong cash flow. Our culture is built on collaboration and excellence, supported by a dedicated Executive Leadership Team.
Our Legacy
For over six decades, Wilsonart has upheld its commitment to delivering top-tier products and services to its customers. In 2012, Wilsonart transitioned to an independent entity following a strategic acquisition, ensuring a focused approach to growth and customer satisfaction.
Core Mission and Values
At Wilsonart, our mission is to create surfaces that resonate with our customers, backed by reliable service and a team that genuinely cares. We strive to provide aesthetically pleasing, high-performing engineered surfaces that meet diverse needs across various applications.
Commitment to Service
Wilsonart is dedicated to fulfilling customer needs efficiently and effectively. Our extensive distribution network and fleet enable us to deliver products globally, ensuring customer satisfaction.
Team Culture
With a workforce of over 4,500 passionate individuals, Wilsonart emphasizes the importance of integrity and community involvement. Our team is committed to excellence in every aspect of their work, from product quality to sustainable practices.
Role Overview:
The Customer Service Operations Manager will lead a team responsible for generating shipping documentation and coordinating freight logistics for various shipments. This role involves conducting regular fulfillment meetings with key clients and overseeing the customer service operations at the Temple facility. The ideal candidate will excel in problem-solving, possess strong communication skills, and be dedicated to continuous improvement.
Key Responsibilities:
- Direct and manage shipping personnel to ensure timely dispatch of all shipments.
- Facilitate regular meetings with major clients to discuss service levels and expectations.
- Lead discussions on productivity and inventory strategies with key stakeholders.
- Work closely with the commercial team to address customer inquiries and conduct root cause analyses.
- Monitor and report on fill rate metrics, addressing any discrepancies promptly.
- Oversee inventory status and communication for forward-deployed stock.
- Manage timekeeping and performance tracking for team members.
- Compile and present various key performance indicator reports.
- Participate in employee evaluations and development discussions.
- Bachelor's degree in Business Management, Supply Chain, or a related discipline, or equivalent experience.
- Minimum of 5 years in customer service, with at least 2 years in a leadership role.
- Familiarity with Wilsonart products is advantageous.
Physical Requirements: Primarily office-based with opportunities for movement throughout the day.
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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