Customer Operations Manager

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

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

About the job

As an integral member of our Hygienic Fluid Handling management team, our Customer Operations Manager willleadacustomerand partnersupport organization focused on delivering operational excellence, enabling salessuccessanddriving strongcustomeroutcomes.This roleis responsible forleading a team of Account Representatives who support the full customer lifecycle, from quotation and order execution through delivery coordination,issueresolutionand ongoing account support.

You will play a key role instrengthening cross-functional alignment,improving operationalprocesses,and developing a high-performing team that serves as a trusted partner to customers, field sales, operations, andlogistics.Success in this role requires strongpeopleleadership, commercial awareness, operational problem-solving, and the ability to drive accountability and responsiveness across multiple stakeholder groups.

This is a hybrid on‑site role based inKenosha, WI.

As a part of the team, you will:

Lead, coach, and develop a team of Account Representatives responsible for customer account support, order entry and execution, and sales support activities.

Lead cross-functional coordination efforts across sales, operations,logistics, and supply chain teams to ensuretimelyresolution of customer issues and seamless execution of customer orders.

Monitor and improve key operational and customer support metrics, including response times, order accuracy, backlog management, and issue resolution effectiveness.

Drive adoption and effectiveutilizationof ERP, CRM, and digital tools to improve visibility, workflow consistency, reporting, and customer communication.

Support the organization’s commercialobjectivesby helping the team strengthen customer relationships,improveresponsiveness, anddrivecustomer preference for our brand.

Advocate for the customer and customer support team by driving alignment, responsiveness, and accountability across internal stakeholder groups.

Identifyopportunities to improve processes, communication flow, and operational efficiency to enhance boththe customerexperience and internal effectiveness.

Ensure adherence to company policies, including signature authority, credit policy, shipping guidelines, and cancellation processes.

What you know:

You haveBachelor’s degree in Businessor equivalent experience, and:

Proven leadership experience within customer support, account management, inside sales, sales operations, or commercial operations.

Strong understanding of order management, operational workflows, and cross-functional coordination within a B2B business environment highly preferred.

Experience in manufacturing or distribution environment preferred.

Experience driving process improvementsandstandardization efforts.

Demonstrated ability to navigate and resolve complex customer and operational issues through collaboration, problem-solving, and sound decision-making.

Strong analytical mindset with experienceutilizingdata, metrics, and reporting toidentifytrends, improve processes, and support business decisions.

Strong communicationinterpersonal and collaboration skills

Strong analytical approach to problem solving

Proficiencywith ERP systems, CRM platforms, and Microsoft Office Suite.

Experience with Lean, Six Sigma, or continuous improvement methodologies is preferred.

_At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area._

What’s in it for you?

Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more. At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.

The base salary for this role is typically $95,000 - $105,000 annually.

Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Alfa Laval is a global leader in heat transfer, separation, and fluid handling solutions, dedicated to enhancing productivity and sustainability across various industries for over 140 years.

Industrial Machinery Manufacturing Machinery Manufacturing Manufacturing

Location Hybrid - Wisconsin, United States