Customer Operations Manager

Every day we get opportunities to make a positive impact on our colleagues partners customers and society. Together were pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas including energy food water and shipping.

As we push forward the innovative open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So as we shape a more resourceful less wasteful world we build our careers too.

About the job

As an integral member of our Hygienic Fluid Handling management team our Customer Operations Manager willleadacustomerand partnersupport organization focused on delivering operational excellence enabling salessuccessanddriving roleis responsible forleading a team of Account Representatives who support the full customer lifecycle from quotation and order execution through delivery coordinationissueresolutionand ongoing account support.

You will play a key role instrengthening cross-functional alignmentimproving operationalprocessesand developing a high-performing team that serves as a trusted partner to customers field sales operations in this role requires strongpeopleleadership commercial awareness operational problem-solving and the ability to drive accountability and responsiveness across multiple stakeholder groups.

This is a hybrid onsite role based inKenosha WI.

As a part of the team you will:

• Lead coach and develop a team of Account Representatives responsible for customer account support order entry and execution and sales support activities.

• Lead cross-functional coordination efforts across sales operationslogistics and supply chain teams to ensuretimelyresolution of customer issues and seamless execution of customer orders.

• Monitor and improve key operational and customer support metrics including response times order accuracy backlog management and issue resolution effectiveness.

• Drive adoption and effectiveutilizationof ERP CRM and digital tools to improve visibility workflow consistency reporting and customer communication.

• Support the organizations commercialobjectivesby helping the team strengthen customer relationshipsimproveresponsiveness anddrivecustomer preference for our brand.

• Advocate for the customer and customer support team by driving alignment responsiveness and accountability across internal stakeholder groups.

• Identifyopportunities to improve processes communication flow and operational efficiency to enhance boththe customerexperience and internal effectiveness.

• Ensure adherence to company policies including signature authority credit policy shipping guidelines and cancellation processes.

What you know:

You haveBachelors degree in Businessor equivalent experience and:

• Proven leadership experience within customer support account management inside sales sales operations or commercial operations.

• Strong understanding of order management operational workflows and cross-functional coordination within a B2B business environment highly preferred.

• Experience in manufacturing or distribution environment preferred.

• Experience driving process improvementsandstandardization efforts.

• Demonstrated ability to navigate and resolve complex customer and operational issues through collaboration problem-solving and sound decision-making.

• Strong analytical mindset with experienceutilizingdata metrics and reporting toidentifytrends improve processes and support business decisions.

• Strong communicationinterpersonal and collaboration skills

• Strong analytical approach to problem solving

• Proficiencywith ERP systems CRM platforms and Microsoft Office Suite.

• Experience with Lean Six Sigma or continuous improvement methodologies is preferred.

At Alfa Laval we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations currently we are prioritizing candidates who reside in the US or have an established presence in the area.

Whats in it for you

Alfa Laval offers a competitive salary and full benefits package including medical/dental/vision/life 401(k) plan and more. At Alfa Laval we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family background skills and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.

The base salary for this role is typically $95000 - $105000 annually.

Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications merit or business need without regard to race color religion age sex sexual orientation gender identity national origin disability or protected veteran status.

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