Customer Service Manager/Director at Uzin Utz North America

, South Dakota, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Sep, 26

Salary

100000.0

Posted On

12 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

SAP O2C, Order Management, Team Leadership, Data Analysis, Cross-functional Collaboration, Customer Relationship Management, Process Improvement, SAP S/4HANA, SAP ECC, KPI Tracking, Logistics Coordination, Microsoft Excel, Root Cause Analysis, Standard Operating Procedures, Internal Sales Management, Manufacturing Operations

Industry

Building Materials

Description

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: $80,000 – $100,000 annually (plus, annual bonus) Who We Are Looking For We are seeking a is seeking an experienced Customer Service & Internal Sales Manager to own the end-to-end lifecycle of customer orders and lead a high-performing Customer Service team within a manufacturing environment. This role sits at the intersection of Customer Service, Internal Sales, and Operations, with a strong focus on SAP O2C, data integrity, and cross-functional collaboration. If you are a hands-on leader who 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 You will lead, coach, and mentor a Customer Service team while driving continuous improvement and cost efficiency. The ideal candidate is a hands-on leader who is curious, systems-oriented, and passionate about building strong customer relationships – including with distributor partners, internal sales representatives, and sales management – while consistently improving processes and service reliability. Key Responsibilities Order Management & Customer Experience * Own the full lifecycle of customer and distributor orders from entry through delivery and post-delivery follow-up. * Ensure accuracy and completeness of order data, pricing, inventory allocation, and shipping instructions in SAP. * Act as the primary escalation point for order-related inquiries, delivery timing issues, and service concerns. * Proactively communicate delays, shortages, substitutions, and service disruptions to 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 a power user and process owner for SAP O2C within the Customer Service function. * Apply strong knowledge of SAP O2C and its integration with other processes (e.g., P2P, MP, R2R) to safeguard data quality and process flow. * Maintain and enforce standard work and data integrity for order entry, pricing, and customer master data. * Ensure clear and reliable order status visibility and reporting across Sales, Internal Sales, Operations, Logistics, and Finance. * Collaborate with IT/Technology and process owners on system enhancements, automation, reporting improvements, and the transition from ECC to S/4HANA in 2026. * Use Excel and data analysis to monitor performance, identify trends, and support cost-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 a coach 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 track KPIs such 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 of accountability, collaboration, and continuous improvement within the team and across the organization. Logistics & Shipping Coordination * Coordinate with Logistics, Warehousing, and 3rd party LTL and FTL carriers on ship dates, special shipping requirements, and priority orders. * Monitor shipment status and communicate critical updates to customers, distributors, and internal stakeholders. * Support exception handling for 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 in continuous improvement initiatives to reduce errors, cycle times, manual work, and cost-to-serve. * Use root-cause analysis and structured problem-solving to address recurring issues. * Partner with Finance, Operations, and Sales to identify and implement cost-saving opportunities in order handling, shipping, and service models. * Document, maintain, and continually improve Standard Operating Procedures (SOPs) for Customer Service processes. Education / Qualifications / Experience * Bachelor’s degree in Business, Supply Chain, Logistics, or a related field preferred (or equivalent experience). * 10+ years of experience in customer service, order management, or internal sales within a manufacturing environment. * 5+ years of experience in management and leadership. * Strong experience working with customers and an internal sales network. * Hands-on experience with SAP ECC and/or SAP S/4HANA in order management; strong SAP O2C expertise required. * Solid understanding of O2C integration with related processes (e.g., P2P, Manufacturing/Production Planning, R2R) and the impact of data quality across the value chain. * Experience with Warehouse Management Systems (WMS) is a plus. * Proven leadership or supervisory experience in a customer service or inside sales team. * Demonstrated ability to manage high-volume transactional workflows with high accuracy. * Advanced proficiency in Microsoft Excel and comfort with data analysis and reporting. * Experience collaborating with Sales, 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.

Responsibilities

Lead the end-to-end customer order lifecycle and manage a high-performing customer service team within a manufacturing environment. Drive operational excellence through SAP O2C optimization, data integrity, and cross-functional coordination with sales and logistics.