Consumer Customer Support Manager
About The Position
The Consumer Customer Support Manager leads the Consumer Order Management teams supporting Wholesale, Strategic Accounts, and Club Channels. The role partners closely with Sales, Supply Chain, and Distribution Center teams to maintain efficient order flow and optimize shipments in alignment with forecasts and business goals. The manager drives performance through key performance indicators, improves customer satisfaction, and leads continuous improvement initiatives. The role emphasizes team development, operational execution, and delivering a high-quality customer experience. Responsibilities include leading order management and shipment execution, resolving customer and order-flow barriers, coordinating across functions and with key customers, establishing consistent operating standards, and coaching and developing the team.
Requirements
- Bachelor’s degree or 6+ years of relevant experience.
- 3–5 years of leadership or management experience.
- 5+ years in a customer-facing role.
- Proven ability to develop teams and drive performance.
- Proficiency with SAP, Tableau, and Microsoft Office Suite.
- Strong communication, problem-solving, and cross-functional leadership skills.
Nice To Haves
- Automotive or tire industry experience preferred.
Responsibilities
- Lead daily order management, customer support, and shipment execution activities.
- Provide visibility into order flow within SAP and remove barriers to timely processing.
- Identify operational improvement opportunities and drive their execution.
- Partner with team members to resolve backorders and improve order fill rates.
- Support new product transitions to minimize customer disruption.
- Improve responsiveness and communication across phone and email channels.
- Maximize shipments in alignment with monthly forecasts, annual plans, and growth targets.
- Lead cross-functional coordination during peak seasons to balance service levels and transportation costs.
- Work with Sales, Supply Chain, and Distribution teams to align priorities.
- Engage key customers to review performance metrics and identify improvement opportunities.
- Establish and maintain standards, policies, and best practices for consistent execution.
- Monitor KPIs and use data to support decisions and continuous improvement.
- Recruit, hire, and develop a high-performing team.
- Create and manage individual development plans aligned with business objectives.
- Provide ongoing coaching, feedback, and performance management.
- Partner with peer managers to promote consistency, share best practices, and support team success.
Benefits
- Competitive compensation.
- Supportive and engaging onboarding experience.
- Training and regular mentorship for development and growth.
- Corporate Social Responsibility activities.
- Global, dynamic, and challenging work environment.
- Agility and work/life effectiveness, supporting long-term well-being.
- Inclusive team.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
