Strategic Customer Service Leader | AI & SAP

Calumet; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Calumet in Indianapolis is seeking a Customer Service Manager to lead a team focused on timely order fulfillment, customer satisfaction, and process improvements. You will partner with Sales, Pricing, Plant Operations, Credit, and Supply Chain to align priorities and drive performance across the order-to-cash process.

The role requires 5+ years in customer service with leadership experience, strong analytical and communication skills, and proficiency in SAP and ERP systems.

Qualifications

• Bachelor's degree in Business, Supply Chain, Management, or related field or equivalent experience.
• 5+ years in customer service, account management, order fulfillment, or related roles with 3+ years of people leadership.
• Experience managing service levels, employee performance, escalations, and cross-functional processes.

Responsibilities

• Lead the customer support department including supervisor and direct reports.
• Align goals and staffing with the director's priorities and oversee performance metrics.
• Coach the supervisor, set decision rights, and ensure daily team execution and coaching cadence.
• Oversee workforce planning, coverage strategy, succession planning, and staffing changes.
• Review KPIs and trends, identify gaps, implement corrective actions, and report to leadership.
• Handle complex escalations and cross-functional issues with balance of customer needs and commitments.
• Manage performance reviews and development planning in partnership with HR.
• Ensure onboarding, cross-training, and knowledge transfer; approve training priorities.
• Sponsor process improvements and root-cause analysis in order fulfillment and related areas.
• Maintain updated SOPs and work instructions aligned with business requirements.
• Promote SAP adoption and coordinate change management for tools/processes.
• Identify and lead responsible use of AI, automation, and digital tools.
• Foster relationships with Sales, Pricing, Plant Operations, Credit, Supply Chain, and OTC partners.
• Ensure proper handling of complaints and disputes with corrective actions.
• Provide leadership coverage for the Customer Service Director and align standards across departments.

Skills

Leadership

Analytical thinking

Communication

Coaching

Project management

Order-to-Cash knowledge

AI/automation awareness

Education

Bachelor's degree or equivalent

Tools

SAP

Microsoft Excel

PowerPoint

Word

Outlook

ERP systems

Job description

Calumet in Indianapolis is seeking a Customer Service Manager to lead a team focused on timely order fulfillment, customer satisfaction, and process improvements. You will partner with Sales, Pricing, Plant Operations, Credit, and Supply Chain to align priorities and drive performance across the order-to-cash process.

The role requires 5+ years in customer service with leadership experience, strong analytical and communication skills, and proficiency in SAP and ERP systems.