Customer Experience & Operations Leader

Uzin Utz North America; Waco (TX); Sur place; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, and Vision Insurance

Employer-paid Life, Short-term, and LT

401(k) with employer match

Three weeks PTO

11 Paid Holidays

Company technology and business tools

Résumé du poste

Uzin Utz North America, a leader in flooring installation systems, seeks a hands-on Manager of Customer Experience & Operations to lead Customer Service and drive order flow from entry through delivery. You will align Sales, Warehousing, Logistics, Finance, IT, and Operations to deliver accurate orders and scalable processes.

You will guide process standardization, automation, and system integration to support growth across traditional and digital channels, while building a high-performing team

Qualifications

• Bachelor's degree in Business Administration, Supply Chain, Operations, or Logistics; equivalent relevant experience will be considered.
• Five or more years of progressive experience in Customer Service, order management, operations, logistics, or a related function.
• Three or more years of leadership or supervisory experience with responsibility for team performance.
• Strong ERP experience, preferably SAP, with order-to-cash, data and fulfillment understanding.
• Experience coordinating across Customer Service, Sales, Warehousing, Logistics, Finance, and Operations.
• Experience improving and standardizing processes, developing SOPs, and reducing manual workflows.
• Experience with process automation, system implementation, e-commerce, CRM, WMS, or related technology.
• Demonstrated ability to use operational data and KPIs to identify trends, solve problems, and improve service performance.
• Ability to operate in fast-paced, changing environment while balancing immediate priorities with longer-term improvement initiatives.

Responsabilités

• Lead day-to-day Customer Service operations, ensuring accurate and timely execution of customer orders.
• Oversee the complete order lifecycle, including entry, validation, pricing, inventory allocation, changes, fulfillment coordination, delivery visibility, and issue resolution.
• Establish service standards, ownership, and escalation procedures for order discrepancies and delivery issues.
• Develop and scale the Customer Service operating model to support growth and cross-channel needs.
• Establish and monitor KPIs for order accuracy, response times, backlog, and on-time delivery.
• Lead process-improvement and automation initiatives to reduce manual work and increase visibility.
• Develop and maintain standardized SOPs, templates, and cross-functional handoffs.
• Partner with IT, Sales, Finance, Warehousing, Logistics, and Operations to improve system integration.
• Lead the Customer Service workstream supporting e-commerce capabilities.
• Develop customer self-service capabilities and automated communications.
• Coordinate with Warehousing, Logistics, carriers, and third-party providers.
• Maintain data integrity across ERP, CRM, WMS, and e-commerce systems.
• Serve as a Customer Service business owner for system enhancements and training.
• Analyze customer inquiries and trends to identify root causes and drive corrective actions.
• Lead, coach, and develop the Customer Service team.
• Build team capability through training and cross-training.
• Foster a culture of continuous improvement.
• Perform other duties as assigned.

Connaissances

Leadership

ERP systems

Process improvement

Cross-functional collaboration

Formation

Bachelor's degree

Equivalent experience

Outils

SAP

Description du poste

Uzin Utz North America, a leader in flooring installation systems, seeks a hands-on Manager of Customer Experience & Operations to lead Customer Service and drive order flow from entry through delivery. You will align Sales, Warehousing, Logistics, Finance, IT, and Operations to deliver accurate orders and scalable processes.

You will guide process standardization, automation, and system integration to support growth across traditional and digital channels, while building a high-performing team