Customer Service Manager/Director

Uzin Utz North America•Aurora, CO, SD

1h•$80,000 - $100,000•Onsite

About The Position

Uzin Utz North America, Inc. 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. The ideal candidate is a hands-on leader who thrives in a fast-paced, process-driven environment and enjoys working closely with customers, distributors, and internal stakeholders. This is a high-impact leadership role with direct influence on customer satisfaction, operational performance, and system integrity across the organization. The role offers strong visibility and opportunity for advancement.

Requirements

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.
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

Nice To Haves

Bachelor’s degree in Business, Supply Chain, Logistics, or a related field preferred (or equivalent experience).
Experience with Warehouse Management Systems (WMS) is a plus.
Experience in a multi-site manufacturing environment preferred.

Responsibilities

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.
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.
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.
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.
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.