Customer Experience & Operations Manager

WB Manufacturing LLC.; Town of Thorp (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

WB Manufacturing LLC. seeks a Customer Service Manager to lead Thorp site's customer service strategy and delivery. You will guide a team, align cross-functional stakeholders, and drive improvements in order accuracy and service quality.

The role emphasizes data-driven decision making, performance management, and operational excellence to meet year-end objectives and strengthen customer relationships.

Qualifications

• 5+ years of customer service experience in a manufacturing or order-based environment.
• 3+ years of leadership experience with responsibility for employee development and performance management.
• Experience leading process improvement and cross-functional initiatives.
• Experience utilizing ERP or similar business systems.
• Licenses/Certificates: None required.

Responsibilities

• Establish department goals, service standards, and performance expectations.
• Monitor service metrics and department performance.
• Analyze trends and identify improvement opportunities.
• Develop and maintain operational reports and dashboards.
• Recommend improvements to staffing, processes, and systems.
• Ensure timely, accurate, and professional customer support.
• Manage escalated customer concerns and service issues.
• Oversee issue tracking, follow-up, and resolution processes.
• Identify root causes of recurring customer concerns.
• Coordinate customer service workflows across departments.
• Partner with Sales, Production, Purchasing, Engineering, Scheduling, Shipping, and Finance to support customer requirements.
• Improve communication and accountability across functions.
• Develop and maintain procedures, standards, and job aids.
• Lead process improvement initiatives that enhance efficiency and accuracy.
• Provide leadership for assigned customer service employees and supervisors.
• Plan, assign, prioritize, and monitor department work.
• Lead hiring, onboarding, coaching, and performance management activities.
• Develop employee skills through training and cross-functional development.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Lead continuous improvement efforts within customer service operations.
• Partner with IT and leadership to enhance systems and processes.
• Standardize workflows and improve process controls.
• Utilize performance data to improve service, quality, and productivity.
• Reinforce organizational values, safety, and operational excellence.
• Perform other duties within the scope of this role as assigned by management in alignment with the employee’s skills and organizational needs.

Skills

Leadership

Customer service

Cross-functional collaboration

Data-driven decision making

Process improvement

Team development

ERP experience

CRM experience

Microsoft Office

Education

Associate degree in Business Administration/Management/Customer Service or related field

Tools

ERP system

CRM system

Microsoft Office Suite

Job description

WB Manufacturing LLC. seeks a Customer Service Manager to lead Thorp site's customer service strategy and delivery. You will guide a team, align cross-functional stakeholders, and drive improvements in order accuracy and service quality.

The role emphasizes data-driven decision making, performance management, and operational excellence to meet year-end objectives and strengthen customer relationships.