Customer Service Manager: Lead CX & Ops

OMNI INDUSTRIES INC

Baton Rouge (LA)

On-site

USD 77,000 - 104,000

Full time

14 days+

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Job summary

Omni Specialty Packaging in Baton Rouge, LA, seeks a Customer Service Manager to lead the customer service team, align strategy with company objectives, and drive excellence in order management and cross-functional collaboration. The role requires developing KPIs and fostering continuous improvement in a fast-paced manufacturing setting.

The ideal candidate will have seven years of customer service leadership experience, ERP/CRM proficiency, and strong communication, analytical, and

Qualifications

Bachelor's degree preferred and seven years of customer service leadership experience.
Experience in manufacturing, industrial, or lubricant industries is preferred.
Experience developing KPIs and managing departmental performance.
Experience with ERP and CRM software is required.
Ability to lead cross-functional teams and drive continuous improvement.

Responsibilities

Lead, coach, mentor, and develop the customer service team.
Develop and implement the customer service strategy aligned with company objectives.
Establish and monitor customer service goals, KPIs, and performance standards.
Ensure timely and accurate processing of customer orders.
Resolve escalated customer concerns and implement effective service recovery.
Monitor CSAT and implement corrective actions as needed.
Drive customer retention by building strong relationships and high service levels.
Coordinate customer priorities with Sales, Production, Supply Chain, Logistics, and Finance.
Monitor order flow, shipping performance, and backlog status.
Analyze service metrics and identify opportunities for process improvements.
Develop, maintain, and improve SOPs.
Support forecasting, demand planning, and customer communications.