Customer Operations Lead — Cross-Functional Excellence

Alfa Laval; United States; Hybrid; USD 95,000 - 105,000; Full time

Job summary

Alfa Laval in Kenosha, Wisconsin is seeking a Customer Operations Manager to lead a team that supports the full customer lifecycle—from quotation and order execution through delivery coordination and issue resolution.

You will drive cross-functional alignment across sales, operations, logistics, and supply chain, while improving processes, responsiveness, and overall customer experience in a hybrid on-site role.

Qualifications

• Bachelor’s degree in Business or equivalent experience.
• Proven leadership in customer support, account management, or sales operations.
• Strong order management and cross-functional coordination in a B2B environment.
• Experience in manufacturing or distribution preferred.
• Experience driving process improvements and standardization.
• Strong data analytics and use of metrics for decisions.
• Proficiency with ERP/CRM and MS Office.

Responsibilities

• Lead and develop a team of Account Representatives for customer support and order execution.
• Coordinate cross-functionally with sales, operations, logistics, and supply chain to resolve issues and execute orders.
• Monitor metrics such as response times, order accuracy, backlog, and issue resolution effectiveness.
• Drive adoption of ERP, CRM, and digital tools for visibility, workflow, and reporting.
• Strengthen customer relationships and support organizational objectives.
• Ensure adherence to policies on signature authority, credit, shipping, and cancellations.
• Identify opportunities to improve processes and customer experience.

Skills

Leadership experience

Cross-functional coordination

Account management

Data analytics

ERP/CRM proficiency

Lean/Six Sigma

Communication skills

Problem solving

Education

Bachelor’s degree in Business or equivalent

Tools

ERP systems

CRM platforms

Microsoft Office

Job description

Alfa Laval in Kenosha, Wisconsin is seeking a Customer Operations Manager to lead a team that supports the full customer lifecycle—from quotation and order execution through delivery coordination and issue resolution.

You will drive cross-functional alignment across sales, operations, logistics, and supply chain, while improving processes, responsiveness, and overall customer experience in a hybrid on-site role.