Customer Service Operations Manager

Norwood Medical; Dayton (OH); On-site; USD 75,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Life insurance

401(k) plan

Tuition assistance

Career development

Employee discounts

Job summary

Norwood Medical is seeking a Customer Service Operations Manager to lead customer order management and coordinate operations in a fast-paced manufacturing environment. This is a working-manager role combining hands-on responsibility with functional leadership.

The ideal candidate is customer-focused, highly organized, and comfortable balancing customer needs with operational capacity and business priorities.

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• 5+ years in customer service, order management, supply chain, planning, operations, or manufacturing.
• Experience leading or coordinating others.

Responsibilities

• Manage customer purchase orders, sales orders, order changes, and delivery commitments.
• Serve as primary point of contact for orders, schedules, delivery status, and escalations.
• Coordinate order fulfillment with Planning, Operations, Sales and other departments.
• Identify delivery risks and communicate changes and recovery plans to customers.
• Lead resolution of customer complaints, order issues, and escalations.
• Provide day-to-day direction, support, and coaching to Customer Operations team.
• Monitor open orders, customer requirements, and delivery performance.
• Identify and implement process improvements for order accuracy and responsiveness.
• Serve as subject matter expert for customer order management and fulfillment.

Skills

Customer order management

Leadership / mentoring

Communication

Problem solving

Organization

Cross-functional collaboration

Detail orientation

Multi-priority handling

Education

Bachelor's degree in Business, Supply Chain, Operations, or related field

Tools

ERP systems

Microsoft Office (Excel, Outlook)

Job description

At Norwood Medical, the work you do matters. Every precision component we manufacture plays a role in helping surgeons perform procedures that improve and save lives around the world. From robotic-assisted surgery to minimally invasive medical technologies, our products are trusted in operating rooms where quality and precision make a difference. Norwood Medical is seeking a Customer Service Operations Manager to lead customer order management and operational coordination in a fast-paced manufacturing environment. This is a working-manager role, combining hands‑on responsibility with functional leadership. The ideal candidate is customer-focused, highly organized, and comfortable balancing customer needs with operational capacity and business priorities.

Responsibilities Include But Are Not Limited To

• Manage customer purchase orders, sales orders, order changes, and delivery commitments.
• Serve as a primary point of contact for customers regarding orders, schedules, delivery status, and escalations.
• Partner with Planning, Operations, Sales, and other departments to coordinate order fulfillment.
• Identify delivery risks and proactively communicate changes and recovery plans to customers.
• Lead resolution of customer complaints, order issues, and escalations.
• Provide day-to-day direction, support, and coaching to Customer Operations team members.
• Monitor open orders, customer requirements, and delivery performance.
• Support customer meetings and cross‑functional initiatives.
• Identify and implement process improvements that improve order accuracy, customer responsiveness, and operational efficiency.
• Serve as a subject matter expert for customer order management and fulfillment processes.

Skills

• Bachelor's degree in Business, Supply Chain, Operations, or related field preferred; equivalent experience considered.
• 5+ years of experience in customer service, order management, supply chain, planning, operations, or manufacturing.
• Previous experience leading, mentoring, or coordinating the work of others.
• Experience with ERP systems and customer order management systems.
• Strong Microsoft Office skills, particularly Excel and Outlook.
• Excellent communication, organization, problem-solving, and decision‑making skills.
• Strong attention to detail and commitment to order accuracy.
• Ability to manage multiple priorities in a fast‑paced environment.
• Ability to work effectively across departments and communicate professionally with customers.
• Customer-focused approach with the ability to balance customer expectations with operational requirements.

What You Bring

• Team Mentality: Contribute to a team‑focused environment and support shared goals.
• Collaborative: Promote a culture of teamwork where we help each other learn and meet shared goals.
• Communication: Share information clearly, listen to understand, resolve issues through open dialogue, and use communication tools to stay connected. Must be able to read, write, and conduct business in English with or without reasonable accommodation.

What You Will Get

• Medical, dental, vision, and prescription benefits starting the last day of the month.
• Company-paid life insurance.
• Employee Assistance Programs providing financial advice, personal and group therapy, and related support.
• College tuition assistance program available after 6 months of employment.
• A safety‑focused workplace.
• Numerous avenues for personal and professional growth through training and upward movement within Norwood.
• 401(k) savings plans.
• Healthy Lifestyle Programs.
• Voluntary benefits and employee discounts.
• Career development.

All eligible candidates must pass the following pre-employment screenings before they can be hired to Norwood:

• Background screening.
• Drug screening.

Norwood is committed to a diverse and inclusive workplace. Norwood is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, sexual orientation, protected veteran status, disability, age or other legally protected status. All qualified individuals are encouraged to apply.