National Customer Service Leader - Manufacturing

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

Job summary

IPEX is seeking a National Customer Service Manager in a manufacturing environment to lead a national team of customer service managers and drive excellence in service delivery across the organization. The role emphasizes strategic leadership, transformation initiatives, and close collaboration with Sales to align with market needs.

The position requires deep experience in SAP environments, manufacturing settings, and strong analytical and communication skills to improve KPIs and customer

Qualifications

• Post-secondary education in business or a related field.
• Minimum 5 years in customer service with 5+ years leadership experience.
• Experience in an SAP environment preferred.
• Experience in a manufacturing environment preferred.
• Strong communication and analytical skills.

Responsibilities

• Provide strategic leadership to a national team of customer service managers and drive a high-performance culture.
• Lead transformation initiatives, including new systems and processes, aligning with business objectives.
• Set and monitor KPIs for order accuracy, responsiveness, and customer satisfaction.
• Oversee resolution of complex service issues, ensuring timely, customer-centric outcomes.
• Collaborate with Sales leadership to align service with market dynamics and customer needs.
• Drive operational excellence by optimizing resources, processes and best practices.
• Communicate company activities to keep the team engaged in the big picture.
• Arrange training on products, systems and processes to grow knowledge and efficiency.
• Develop strong relationships with retailer customer service teams, buyers, and logistics contacts.

Skills

Leadership

Customer service

Strategic thinking

SAP

ERP systems

Excel

Manufacturing

Communication

Team leadership

Education

Post-secondary education in business or related field

Tools

SAP

Oracle

Microsoft Dynamics

ERP

Job description

IPEX is seeking a National Customer Service Manager in a manufacturing environment to lead a national team of customer service managers and drive excellence in service delivery across the organization. The role emphasizes strategic leadership, transformation initiatives, and close collaboration with Sales to align with market needs.

The position requires deep experience in SAP environments, manufacturing settings, and strong analytical and communication skills to improve KPIs and customer