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Customer Service ManagerDirector
Job Location:
Job Location:
Aurora, CO - USA
Yearly Salary:
$ 80000 - 100000
Yearly Salary:
Posted:
13 June 2026 (30+ days ago)
Posted:
Application Deadline:
10 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Join Our Team as Customer Service Manager/Director!
Work Location: Aurora CO
Department: Customer Service / Sales Operations
Reports To: VP
FLSA Status: Exempt
Travel Requirements: 10%
Salary Range: $80000 $100000 annually (plus annual bonus)
Department: Customer Service / Sales Operations
Reports To: VP
FLSA Status: Exempt
Travel Requirements: 10%
Salary Range: $80000 $100000 annually (plus annual bonus)
Who We Are Looking For
We are seeking a is seeking an experiencedCustomer Service & Internal Sales Managerto own theend-to-end lifecycle of customer ordersand lead a high-performing Customer Service team within a manufacturing environment.
This role sits at the intersection ofCustomer Service Internal Sales and Operations with a strong focus onSAP O2C data integrity and cross-functional collaboration.
If you are ahands-on leaderwho thrives in a fast-paced process-driven environment and enjoys working closely with customers distributors and internal stakeholders this role may be an excellent fit.
Why You Should Apply
This is a high-impact leadership role with direct influence on customer satisfaction operational performance and system integrity across the organization.
You will play a critical role in supporting SAP optimization improving order-to-delivery execution and building scalable processes that enable business growth.
If you enjoy leading teams solving complex operational challenges and driving measurable improvements in a dynamic environment this role offers strong visibility and opportunity for advancement.
Who We Are
Uzin Utz North America Inc. is a leader in flooring installation systems and a North American subsidiary of Uzin Utz SE headquartered in Ulm Germany.
With a legacy dating back to 1911 Uzin Utz is a global innovator delivering high-performance solutions under the UZIN WOLFF and PALLMANN brands. We are committed to operational excellence customer satisfaction and continuous improvement across all areas of our business.
Position Overview
The Customer Service Manager/Director is responsible for the end-to-end lifecycle of customer orders from entry through post-delivery follow-up ensuring a responsive professional and solutions-oriented customer experience at every touchpoint.
This role operates at the intersection of Customer Service Sales and Operations owning:
- Order management processes in SAP ECC / SAP S/4HANA
- Data quality and integrity across SAP O2C and its integration with related processes (P2P Manufacturing/Production Planning R2R)
- Cross-functional coordination with Sales Internal Sales Operations/Planning Logistics Finance and IT
Key Responsibilities
Order Management & Customer Experience
- Own the full lifecycle of customer and distributor orders from entry through delivery and post-delivery follow-up.
- Ensureaccuracy and completenessof order data pricing inventory allocation and shipping instructions in SAP.
- Act as theprimary escalation pointfor order-related inquiries delivery timing issues and service concerns.
- Proactively communicatedelays shortages substitutions and service disruptionsto customers and internal stakeholders.
- Partner with Sales and Internal Sales to support order prioritization key account requirements and commercial commitments.
- Ensure a consistent professional and solutions-focused customer experience.
SAP / Systems & Process Excellence
- Serve as apower user and process ownerfor SAP O2C within the Customer Service function.
- Apply strong knowledge ofSAP O2Cand its integration with other processes (e.g. P2P MP R2R) to safeguard data quality and process flow.
- Maintain and enforcestandard workand data integrity for order entry pricing and customer master data.
- Ensure clear and reliableorder status visibility and reportingacross Sales Internal Sales Operations Logistics and Finance.
- Collaborate with IT/Technology and process owners onsystem enhancements automation reporting improvements and the transition from ECC to S/4HANA in 2026.
- UseExcel and data analysisto monitor performance identify trends and supportcost-saving and service-improvement decisions.
Team Leadership Coaching & Cross-Functional Coordination
- Lead coach and develop the Customer Service team responsible for order entry customer inquiries issue resolution and customer master/pricing maintenance.
- Act as acoach and mentor providing ongoing feedback training and support to build SAP expertise business understanding and problem-solving capabilities.
- Set clear expectations KPIs and goals; conduct regular 1:1s team meetings and performance reviews.
- Establish and trackKPIssuch as order accuracy response time on-time fulfillment and cost-to-serve.
- Work closely with Sales Internal Sales Operations/Planning Logistics Finance and IT to align priorities and resolve conflicts.
- Foster a culture ofaccountability collaboration and continuous improvementwithin the team and across the organization.
Logistics & Shipping Coordination
- Coordinate withLogistics Warehousing and 3rd party LTL and FTL carrierson ship dates special shipping requirements and priority orders.
- Monitor shipment status and communicatecritical updatesto customers distributors and internal stakeholders.
- Supportexception handlingfor high-impact issues (e.g. missed shipments urgent orders service failures) while not directly managing daily dispatch routing or warehouse operations.
- Help standardize communication and processes to reduce manual follow-up and shipment errors.
Continuous Improvement Cost Savings & Operational Excellence
- Identify process gaps and inefficiencies in order management communication and data flows.
- Lead or participate incontinuous improvement initiativesto reduce errors cycle times manual work andcost-to-serve.
- Useroot-cause analysisand structured problem-solving to address recurring issues.
- Partner with Finance Operations and Sales to identify and implementcost-saving opportunitiesin order handling shipping and service models.
- Document maintain and continually improveStandard Operating Procedures (SOPs)for Customer Service processes.
Education / Qualifications / Experience
- Bachelors degree inBusiness Supply Chain Logistics or a related field preferred (or equivalent experience).
- 10 yearsof experience in customer service order management or internal sales within amanufacturing environment.
- 5 yearsof experience in management and leadership.
- Strong experience working withcustomers and an internal sales network.
- Hands-on experience withSAP ECC and/or SAP S/4HANAin order management; strongSAP O2Cexpertise required.
- Solid understanding ofO2C integrationwith related processes (e.g. P2P Manufacturing/Production Planning R2R) and the impact of data quality across the value chain.
- Experience withWarehouse Management Systems (WMS)is a plus.
- Provenleadership or supervisory experiencein a customer service or inside sales team.
- Demonstrated ability to managehigh-volume transactional workflowswith high accuracy.
- Advanced proficiency inMicrosoft Exceland comfort with data analysis and reporting.
- Experience collaborating withSales Internal Sales Operations/Planning Logistics Finance IT and international teams.
- Advanced proficiency in Microsoft Excel and data analysis
- Experience working cross-functionally across Sales Operations and Logistics
- Experience in a multi-site manufacturing environment preferred
Benefits
- Competitive salary and comprehensive benefits program
- Medical Dental and Vision Insurance (generous employer contribution)
- Employer-paid Life Short-term and Long-term Disability Insurance
- 401(k) with employer match and immediate vesting
- Paid Time Off (PTO) and company holidays
- Professional development and growth opportunities
Uzin Utz North America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Required Experience:
Director
About Company
UZIN UTZ Schweiz bietet hochwertige Bodensysteme für Estrich, Boden, Parkett und Platten sowie Maschinen und Verbrauchsmaterial. Starke Marken für ein starkes Handwerk. ▷ Jetzt mehr erfahren!
