Customer Service Leader: Strategy, Ops & Excellence

Calumet Specialty Products Partners L.P.; Indianapolis (IN); On-site; USD 85,000 - 120,000; Full time

Job summary

Calumet Specialty Products Partners L.P. in Indianapolis seeks a Customer Service Manager to provide strategic and operational leadership for its customer support department.

You will oversee the Customer Service Supervisor and reps, ensuring timely order fulfillment while improving customer satisfaction and process effectiveness. You will collaborate across Sales, Pricing, Plant Operations, Credit, and Supply Chain to drive performance and continuous improvement.

Qualifications

• Bachelor's degree in Business, Supply Chain, Management, or a related field, or equivalent relevant experience.
• 5+ years of customer service, account management, order fulfillment, or related experience, including at least three years leading people.
• Demonstrated experience managing service-level commitments, employee performance, customer escalations, and cross-functional business processes.

Responsibilities

• Lead the assigned customer support department, including the Customer Service Supervisor and any designated direct-report employees.
• Align departmental goals, operating plans, staffing strategies, and measurable performance expectations with the Customer Support Director's priorities.
• Coach and develop the Customer Service Supervisor, establish clear decision rights, and hold the Supervisor accountable for daily team execution, coaching cadence, service levels, and follow-through.
• Own departmental workforce planning, workload and account alignment, coverage strategy, succession planning, and recommendations for staffing or organizational changes.
• Review customer support KPIs and operating trends; identify performance gaps, assign corrective actions, and report progress, risks, and recommendations to the Customer Service Director.
• Lead complex customer escalations and cross-functional issues that cannot be resolved at the Supervisor level, balancing customer needs, commercial commitments, and operational constraints.
• Oversee employee performance management, development planning, annual reviews, and formal corrective-action processes in partnership with Human Resources and the Supervisor.
• Ensure consistent onboarding, training, cross-training, and knowledge transfer; approve training priorities and confirm team readiness for process, policy, portfolio, and system changes.
• Sponsor process improvement and root-cause analysis involving order fulfillment, contract administration, complaints, disputes, customer portals, training, or system enhancements.
• Ensure Customer Service work instructions and SOPs remain current, controlled, and aligned with business-owner requirements.
• Promote effective use and adoption of SAP and other customer support systems; coordinate change management for system or process enhancements.
• Identify and lead responsible use of AI, automation, and digital tools to improve customer responsiveness, reduce manual work, strengthen data quality, and support employee decision-making.
• Promote adoption of approved AI-enabled tools while ensuring appropriate human review, data privacy, accuracy, and compliance with company policies.
• Build collaborative relationships with Sales, Pricing, Plant Operations, Credit, Supply Chain, and OTC partners to improve order accuracy, on-time delivery, and customer satisfaction.
• Ensure complaints and disputes assigned to Customer Service are documented, routed, investigated, and supported with corrective actions as required.
• Provide leadership coverage for the Customer Service Director and collaborate with peer managers to maintain consistent standards across departments.
• Complete other duties and business initiatives as assigned.

Skills

Leadership

Analytical thinking

Communication

Organizational skills

Problem solving

AI tools awareness

Education

Bachelor's degree in Business or related

Tools

Microsoft Excel

PowerPoint

Word

Outlook

SAP

ERP systems

Job description

Calumet Specialty Products Partners L.P. in Indianapolis seeks a Customer Service Manager to provide strategic and operational leadership for its customer support department.

You will oversee the Customer Service Supervisor and reps, ensuring timely order fulfillment while improving customer satisfaction and process effectiveness. You will collaborate across Sales, Pricing, Plant Operations, Credit, and Supply Chain to drive performance and continuous improvement.