Customer Operations Manager

Alfa Laval Spiral•Kenosha, WI

2d•Hybrid

About The Position

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re 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 will lead a customer and partner support organization focused on delivering operational excellence, enabling sales success and driving strong customer outcomes. This role is responsible for leading a team of Account Representatives who support the full customer lifecycle, from quotation and order execution through delivery coordination, issue resolution and ongoing account support. You will play a key role in strengthening cross-functional alignment, improving operational processes, and developing a high-performing team that serves as a trusted partner to customers, field sales, operations, and logistics. Success in this role requires strong people leadership, commercial awareness, operational problem-solving, and the ability to drive accountability and responsiveness across multiple stakeholder groups. This is a hybrid on‑site role based in Kenosha, WI.

Requirements

Bachelor’s degree in Business or equivalent experience
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 improvements and standardization efforts.
Demonstrated ability to navigate and resolve complex customer and operational issues through collaboration, problem-solving, and sound decision-making.
Strong analytical mindset with experience utilizing data, metrics, and reporting to identify trends, improve processes, and support business decisions.
Strong communication interpersonal and collaboration skills
Strong analytical approach to problem solving
Proficiency with ERP systems, CRM platforms, and Microsoft Office Suite.

Nice To Haves

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

Responsibilities

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, operations, logistics, and supply chain teams to ensure timely resolution 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 effective utilization of ERP, CRM, and digital tools to improve visibility, workflow consistency, reporting, and customer communication.
Support the organization’s commercial objectives by helping the team strengthen customer relationships, improve responsiveness, and drive customer preference for our brand.
Advocate for the customer and customer support team by driving alignment, responsiveness, and accountability across internal stakeholder groups.
Identify opportunities to improve processes, communication flow, and operational efficiency to enhance both the customer experience and internal effectiveness.
Ensure adherence to company policies, including signature authority, credit policy, shipping guidelines, and cancellation processes.