Customer Service/Production Scheduling Manager

CFS Brands LLC•Wausau, WI

5d•$100,000 - $120,000•Onsite

About The Position

This role is responsible for all aspects of customer care, including managing installations, product wizards, service, repairs, samples, and the call center. The primary goal is to ensure customer satisfaction through excellent service levels, responsiveness, and effective problem-solving. The position involves developing systems, processes, and automation to enhance efficiency and effectiveness. Additionally, the manager will oversee the development, organization, and maintenance of the overall production schedule plan to align with the division’s sales and customer service objectives. This role plans and sets day-to-day operational objectives for a team of support personnel, delegates tasks to achieve operational targets and service standards, and may manage day-to-day spreadsheets or elements of the budget.

Requirements

Associate degree required, Bachelor’s Degree preferred in Business, Supply Chain, or related field.
Minimum of 3 years of customer service or account management experience, ideally in a manufacturing environment.
Minimum 5 years’ experience in a production scheduling position.
Proven ability to supervise and coach team members to achieve performance goals.
Strong understanding of order management, international shipping processes, and issue resolution (credit memos, quality concerns, customs, etc.)
Previous experience managing manufacturing scheduling to include maintaining stocking levels, weekly and monthly production scheduling and daily interface with Dir of Manufacturing.
Proficient in Microsoft Office and experienced with ERP/CRM systems; quick to learn new technologies.
Demonstrated leadership and problem-solving skills, with expertise in communication, organization, and project management, committed to continuous improvement and customer satisfaction.
Ability to collaborate cross-functionally with departments to support business objectives.
Strategic thinker, strong analytical skills, able to synthesize considerable and complex data.
Capable of utilizing spreadsheet and ERP-type software in managing the planning process.
Willingness and ability to be flexible and adapt to changing job requirements.

Responsibilities

Supervise team members by overseeing onboarding, training, and daily operations, while providing coaching, training, support, and guidance to assist in their growth and development and ensure performance goals are met.
Supervise and support the management of inbound customer inquiries and assigned accounts/territories, ensuring accurate, timely, and professional communication while serving as the primary point of contact to deliver high levels of service and satisfaction throughout the order lifecycle.
Oversee end-to-end order management, including entering orders, verifying inventory availability, communicating delivery timelines, coordinating with freight forwarders, supporting customs clearance, providing invoices, and tracking shipments through final delivery.
Manage the resolution of credit memos, direct billing, and quality assurance issues related to international shipments, ensuring timely and accurate processing in alignment with company standards and customer expectations.
Develops and maintains an accurate Master Schedule that is aligned with the sales forecast plan.
Monitors, analyzes, and maintains key planning parameters including lead times and safety stocks.
Releases work orders in accordance with the Master Schedule and MRP to support the necessary supply to support customer demand.
Supports and implements the policies, procedures, systems, and programs required to meet department and company objectives.
Demonstrate consistent reliability by maintaining regular attendance and adhering to the established work schedule in support of team and business objectives.
Support, communicate, and reinforce and defend the mission, vision, values, and culture of the organization.
Comply with all CFS requirements and adhere to all safety policies and procedures.
Other duties as assigned.