Customer Service Manager

AFA POLYTEK NORTH AMERICA INC • Woodstock, IL

9d

About The Position

AFA Dispensing makes dispensing systems that end up in products people use every day. Our customers are serious B2B buyers who expect things to work — and when something doesn't, they call us. The Customer Service Manager is the person who makes sure that call goes well. This isn't a "manage the inbox and attend some meetings" kind of role. You'll lead a team, own the order management process, drive SAP discipline, and be a genuine partner to sales and operations. We’re looking for a player/coach, someone who owns accounts and leads by example. It's a lot — but if you're the type who gets energized by fixing things, building processes, and developing people, you'll love it here.

Requirements

• 5+ years in B2B customer service, ideally in manufacturing or an industrial environment — and ideally a minimum of 2 of those years in a leadership role
• SAP experience is a must. SAP S/4HANA? Even better. Bonus points if you've lived through an implementation and still have a positive attitude about it
• A natural people leader — you know how to set expectations, give honest feedback, and make people better at their jobs
• Excellent communication and interpersonal skills to effectively manage customer relations and internal collaboration

Responsibilities

• Lead and develop a team of Customer Service Reps — coaching, mentoring, and occasionally talking someone off a ledge after a rough customer call
• Own order management from start to finish — accuracy, timing, and keeping customers in the loop so they're not left wondering where their stuff is
• Be the escalation point when things get hairy — complex issues, unhappy accounts, and the occasional situation that requires a cool head and a real solution
• Partner with sales to support key accounts and make sure new customers get off on the right foot
• Work closely with operations, supply chain, and quality to fix the root causes of problems — not just the symptoms
• Champion SAP usage and process consistency across your team — clean data, clean workflows, no shortcuts
• Track the metrics that matter (order accuracy, response time, resolution rate, CSAT) and bring the story to leadership
• Spot what's broken and fix it — process improvement isn't a side project here, it's part of the job

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed