Industrial Customer Service Manager

Bodycote North America•Hebron, KY

81d•Onsite

About The Position

The Customer Service Manager is responsible for translating customer demand into an executable production and delivery plan while balancing customer requirements, available capacity, machine utilization, and operational priorities. This role serves as a key link between customers and operations, with accountability for reliable delivery and effective utilization of available resources. The position works with minimal supervision and within established guidelines as set by the Customer Supply Chain Manager. Due to the nature of our business and a heavy industrial market, Bodycote deems this position to be safety sensitive.

Requirements

Bachelor's degree in Supply Chain Management, Operations Management, Industrial Engineering, Business, or a related field. An equivalent combination of education and substantial relevant manufacturing/planning experience may be considered in lieu of a bachelor's degree.
5+ years of progressive experience in manufacturing, production planning, supply chain, scheduling, customer service, or operations.
Demonstrated experience in production planning and scheduling, including balancing customer demand with available manufacturing capacity.
Demonstrated experience with capacity planning, resource utilization, and identifying production constraints or bottlenecks.
Experience working directly with customers or customer-facing teams to establish delivery commitments, communicate changes, and resolve delivery issues.
Experience using ERP/MRP systems to support demand planning, production scheduling, order management, and capacity analysis.
Demonstrated experience using Excel and data analysis to evaluate demand, capacity, utilization, performance, and scheduling scenarios.
At least 2 years of leadership experience, either through direct people management or significant cross-functional leadership.
Must be able to communicate effectively, both orally and in writing.
Requires effective communication skills for interfacing with top management levels, shop supervision and customers.
Requires ability to instill confidence in customers through understanding of needs and maintain a high level of credibility.
Knowledge of computer applications is required.
Must be tactful, diplomatic, and patient when handling customer complaints.
Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
Must demonstrate the ability to read, write and communicate the English language.
May have access to compensation information of other employees or applicants in this role and as such cannot disclose the pay of other employees or applicants to other individuals.
Detail-oriented and goal-driven customer service professional possessing exceptional communication, leadership, and organizational skills.
Must demonstrate the ability to streamline operation that increase efficiency and company profit.
Passion for winning.

Responsibilities

Review customer demand, forecasts, orders, and changing requirements to establish priorities and delivery commitments.
Interface directly with customers and internal stakeholders to communicate schedules, resolve constraints, and manage delivery expectations.
Develop and maintain production schedules that align customer demand with available capacity, materials, equipment, and labor.
Leverage production department’s reporting and analysis of capacity, machine utilization, bottlenecks, and constraints to identify risks and opportunities for improved delivery performance.
Balance customer priorities and delivery commitments against operational capacity, making recommendations when demand exceeds available resources.
Monitor schedule adherence, on-time delivery, and other key planning and customer service metrics.
Proactively identify potential delivery risks and coordinate corrective actions across Customer Service, Production, Engineering, Maintenance, and Supply Chain.
Continuously evaluate planning processes and capacity / resource utilization metrics to improve business responsiveness and customer service.
Provide leadership with visibility into demand, capacity, utilization, delivery risks, and future resource requirements in conjunction with production leadership.
Drive accountability for execution of the agreed production and delivery plan.
Takes an active role and provides full support implementing and promoting the site 6S initiatives, taking full ownership of his/her area(s) of responsibility and driving compliance to established standards.
Performs other duties as dictated by position or required by the Customer Supply Chain Manager.
Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
May have access to proprietary and third-party information necessary to the business and as such will perform duties in an ethical and professional manner.