Contract Manager

Socket.dev; Indianapolis (IN); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health Insurance

401(k) Plan

Vacation & Holidays

Volunteer time off

Tuition Reimbursement

Professional associations

Company meetings & events

Job summary

Toyota Automated Logistics in Indianapolis seeks a seasoned Customer Operations Specialist to lead primary customer interface, coordinate service contracts, and oversee escalation and delivery of service levels. You will partner with cross-functional teams to ensure value delivery across warehousing automation projects.

The role requires 3–5 years in a similar field, a Bachelor’s degree, ability to travel 40%, and strong communication skills; you will drive continuous improvement and strategic

Qualifications

• 3–5 years in a similar role within technical/industrial/logistical environments.
• Bachelor’s Degree required.
• Proven ability to manage and optimize service contracts.
• Experience with warehouse operations or material handling.
• Flexible and able to shift priorities.
• Strong verbal and written communication with stakeholders.
• Eligible to work in the USA long term without sponsorship.
• Adherence to information security policies.

Responsibilities

• Serve as the main point of contact for service and support needs for assigned customers.
• Escalation point for unresolved issues and coordinating with internal teams.
• Oversee execution of active service contracts and meet SLAs.
• Monitor KPIs, customer satisfaction, and value delivery; drive improvements.
• Act as daily operational contact for customer inquiries and requests.
• Build and maintain a strategic customer partnership; identify opportunities for value creation.
• Coordinate with Commercial, Project Delivery and Lifecycle Services teams.
• Serve as procurement contact; manage POs and invoices.
• Collaborate on service growth, RMRs, and additional offerings.

Skills

Customer service

Communication

Problem solving

Teamwork

Adaptability

Travel readiness

Education

Bachelor’s Degree

Job description

Job Functions:

• Primary Customer Interface
  • Serve as the main point of contact for all service and support needs for assigned customers, ensuring consistent communication and relationship management.
  • Serve as the primary escalation point for issues that cannot be resolved within customer expected timelines.
• Customer Liaison
  • Serve as customer liaison connecting the customer as needed with appropriate TAL personnel.
• Contract Execution
  • Oversee the execution of active service contracts, ensuring all deliverables and service levels are met in accordance with agreed terms.
• Performance Tracking
  • Monitor service delivery KPIs, customer satisfaction, and customer sales. Use data to drive continuous improvement and customer value.
• Operational Support
  • Act as the daily operational contact for customer inquiries, requests, and issue resolution.
• Strategic Customer Partnership
  • Build and maintain a strategic relationship with the customer, identifying opportunities for value creation and long-term collaboration.
• Escalation Management
  • Serve as the escalation point for customer concerns, coordinating with internal teams to resolve issues promptly and effectively.
• Leadership
  • Provide guidance and coordination across internal teams and site-based services, fostering accountability and alignment with customer expectations.
• Cross-functional Coordination
  • Collaborate with, , Commercial, Project Delivery and Lifecycle Services teams to ensure seamless execution of service contracts and additional service opportunities.
• Procurement Coordination
  • Serve as the point of contact for Procurement, managing third-party relationships, issuing purchase orders (POs), and overseeing invoice processing.
• Commercial Liaison
  • Work closely with the Commercial department to evaluate and respond to customer requests beyond contract scope, including RMRs and additional services. Ensure proposals are aligned with financial guidelines and customer expectations.
• Service Growth
  • Identify and propose small-scale service enhancements, retrofits, modifications, and revisions (RMRs) that align with customer needs and operational goals. Collaborate with internal teams to scope, price, and present these opportunities to the customer.

Travel Requirements:

• This position requires 40% travel to customer sites

Required Qualifications and Preferred Skills:

• Minimum of 3 to 5 years in a similar role, ideally within a technical, industrial, or logistical environment.
• Bachelor’s Degree
• Proven ability to manage and optimize service contracts,
• Warehouse Operations experience
• Conveyor services or material handling services experience
• Flexibility with time, able to shift priorities quickly based on staff and system needs
• Team player with strong verbal and written communication skills with internal and external stakeholders
• Customer and service oriented
• Ability to solve problems under pressure
• Pro-active attitude towards process improvement
• Working in a stressful environment
• Must be eligible to work in the USA long term without sponsorship.
• Employees must follow all information security policies, protect confidential data, complete required training, and report any suspected security incidents to support our information security controls.

About Toyota Automated Logistics:

Toyota Automated Logistics is your global partner for integrated warehouse automation. Our team combines the talents of Bastian Solutions, Vanderlande’s warehousing business and viastore under one brand to deliver scalable systems, intelligent software and life-cycle services.

In addition to exciting work at a growing company, we offer the following benefits:

• Health, Dental, and Vision Insurance
• 401(k) Retirement Plan with a company match
• Vacation / Holiday Pay
• Paid Volunteer time off
• Tuition Reimbursement
• Professional Associations, Conferences and Subscriptions
• Company Meetings & Events