National Customer Service Leader - Manufacturing

IPEX by Aliaxis; Lynchburg (VA); On-site; USD 74,000 - 92,000; Full time

Job summary

IPEX by Aliaxis in Lynchburg, VA seeks a National Customer Service Manager to lead a national CS team, drive service excellence, and align CS with sales and operations. The role focuses on transforming systems, optimizing performance, and delivering superior customer experiences across the organization.

The candidate will manage KPIs, collaborate with Sales, Logistics, and Marketing, and advance training to elevate team capabilities in an industrial manufacturing setting.

Qualifications

• Post-secondary education, preferably in business or a related field.
• Minimum 5 years’ experience in customer service, plus 5+ years leadership experience
• Experience in an SAP environment preferred
• Experience in a manufacturing environment preferred
• Computer literate, good command of Microsoft programs with advanced Excel skills

Responsibilities

• Provide strategic leadership and mentorship to a national team of customer service managers.
• Champion organizational transformation initiatives and new systems adoption.
• Establish and monitor KPIs for order accuracy, responsiveness, and customer satisfaction.
• Oversee resolution of complex service issues ensuring timely outcomes.
• Collaborate with Sales to align customer service with market needs.
• Drive operational excellence and scalable processes in CS.
• Communicate company activities to keep CSR’s engaged in the big picture.
• Arrange product and process training to grow CSR knowledge and efficiency.

Skills

Leadership

Analytical skills

Communication

Team development

Change management

Education

Post-secondary education

Tools

SAP

Microsoft Dynamics

Oracle

Job description

IPEX by Aliaxis in Lynchburg, VA seeks a National Customer Service Manager to lead a national CS team, drive service excellence, and align CS with sales and operations. The role focuses on transforming systems, optimizing performance, and delivering superior customer experiences across the organization.

The candidate will manage KPIs, collaborate with Sales, Logistics, and Marketing, and advance training to elevate team capabilities in an industrial manufacturing setting.