Customer Service Manager

Ahlstrom; Windsor Locks (CT); Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

Ahlstrom in Windsor Locks, CT is hiring a North America Customer Service Manager to lead order entry, inventory control, and post-sale support for our regional customers. You will coordinate cross-functional teams across sales, logistics, and production to ensure accurate, timely service and resolve issues with customers.

You will coach a multi-disciplined team, monitor performance against KPIs, and drive continuous improvements in processes to enhance customer experience and efficiency.

Qualifikationen

• Experience leading a customer service team in a manufacturing or B2B environment.
• Strong cross-functional collaboration and communication skills.
• Ability to drive process improvements and customer-centric initiatives.

Aufgaben

• Manage customer service for North America market segments, coordinating order entry, inventory control and post-sales support.
• Lead and develop a multi-disciplinary team, providing coaching and performance evaluations.
• Collaborate with sales, marketing, production, logistics, and finance to ensure accurate orders and timely delivery.
• Monitor KPIs and implement action plans to close performance gaps and improve service levels.
• Serve as customer advocate, resolving inquiries, disputes and driving continuous improvement in processes.

Jobbeschreibung

You have a choice of where you want to work! We invite you along on our journey to Purify and Protect, with Every Fiber, for a Sustainable World. We aim to attract, retain, and energize passionate people, like you, by investing in your professional development and providing opportunities for personal growth.

Do your values align with ours? Accountability, Growth mindset, One team, Care and a fair and inclusive work environment for everyone, everywhere!

We strive to meet the highest standards of corporate citizenship by protecting the health and safety of our team, safeguarding the environment, and creating a long-lasting, positive impact on the communities where we do business.

Are you with us?!?

Manage customer service for specific market segments within North America. Manage the chain of sales support to Ahlstrom internal and external customers by providing excellent customer service and ensuring positive customer experiences. This includes order entry, inventory control, and customer service for products produced at USA sites as well as those sourced from Europe for North American customers. Maintain understanding of the customer’s needs and provide recommendations for improvements in the areas of customer service, order fulfillment, inventory control, and pre/post sales and business support transactions. Individual is responsible for liaising with multiple departments to ensure customer satisfaction is achieved. Participate on and sometimes lead customer service related projects and initiatives. Recruit, develop, train and lead a multi-disciplined team to provide exceptional customer service in a dynamically changing environment.

Main Responsibility Areas

• Practice by example the priorities of the business, e.g., safety, environment, quality, and productivity. Ensure compliance with all departmental and company policies and procedures including state, federal, and international regulations and standards such as FDA, GMP, and ISO9001.
• Lead the team to ensure a consistent high level of expected service performance that satisfies the established key performance indicators, requirements of Ahlstrom’s customers and supports the goals and objectives of the NA Customer Service organization.
• Review team’s performance daily/weekly/monthly and implement action plans to address gaps.
• Inspire others to meet/exceed expectations on a daily basis through own enthusiasm and energy.
• Communicate expectations, achievements, new methods & procedures through individual and team coaching and performance evaluation.
• Conduct performance reviews, coach in career development, and help identify training opportunities.
• Communicate with management issues impacting teams and/or customers.
• Act as an escalation point to research and resolve escalated customer service inquiries for internal and external customers.
• Accountable for the engagement of the team members.
• Prioritize work of self and team to ensure exceptional service delivery to external and internal customers.
• Provide insight and recommendations in continuous improvement in business process.
• Participate in projects and initiatives that will impact business process, team or system enhancement.
• Serve as the customer’s advocate by understanding customer requirements/expectations and act as a liaison between the customer and business representatives including credit, supply chain, technical support, product management, and sales.
• Maintain close contact with the customer to ensure an exceptional customer experience including but not limited to: customer master information, detailed customer profiles, pricing/quote inquiries, dispute/claims resolution, product information and sample requests, invoicing, material returns and resolving complaints.
• Assist the team with domestic and/or international order fulfillment activities such as: receive, coordinate, and process all sales orders based on the customer’s requests (with accuracy and speed). Orders sourced from: email, phone, fax, EDI and other means.
• Interface with Ahlstrom domestic and international plants, and outside suppliers to source material as required to service customer orders and maintain inventory programs.
• Represent the NA Customer Service Organization on customer visits and conduct customer tours as required.
• Provide accurate monthly sales forecasts with a 3+ month outlook in collaboration with the sales team.

Communication

Internally

• Sales
• Marketing
• Production
• Converting
• Shipping
• Accounting
• Logistics
• Product Development
• Purchasing

Externally

• Ahlstrom Customers

Ahlstrom is an Equal Opportunity Employer.

Equal opportunity is a sound and just concept to which we are firmly bound. Ahlstrom will not engage in discrimination against, or harassment of, any person employed or seeking employment with our company based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, non-disqualifying disability, status as a protected veteran or other characteristics protected by law.

About Us.

Ahlstrom is a global leader in combining fibers into sustainable specialty materials. Our purpose is to Purify and Protect, with Every Fiber, for a Sustainable World. We aim to be the Preferred Sustainable Specialty Materials Company for all our stakeholders. Our Filtration and Life Sciences, Food and Consumer Packaging, and Protective Materials segments, along with the Performance Materials Cluster, address global trends with safe and sustainable solutions. Our net sales in 2025 amounted to EUR 2.9 billion and we employ some 7,000 people.