Manager, Customer Experience & Operations

Uzin Utz North America•Waco, TX

5d•Onsite

About The Position

We are seeking an experienced, hands-on Manager, Customer Experience & Operations to lead Customer Service operations while improving how customer orders move through our organization from entry through delivery. This role is for a customer-focused operational leader who thrives in a fast-paced manufacturing or distribution environment. The ideal candidate understands that an exceptional customer experience depends on accurate orders, disciplined processes, reliable systems, effective logistics coordination, and strong communication across departments. This role requires experience leading teams, improving processes, working within ERP and related business systems, and partnering across Sales, Warehousing, Logistics, Finance, IT, and Operations. The candidate should be comfortable solving immediate customer and operational issues while also building the processes, technology, and capabilities needed to support future growth. This is a high-impact leadership role with the opportunity to directly influence both the customer experience and the operational processes that support our continued growth. The role involves leading day-to-day Customer Service operations while helping transform the function through process standardization, automation, improved systems integration, e-commerce capabilities, and clearly defined service standards. The Manager will have the opportunity to build scalable processes, establish meaningful performance metrics, improve cross-functional execution, and help shape how our customers interact with Uzin Utz North America across traditional and digital sales channels.

Requirements

Five or more years of progressive experience in Customer Service, order management, operations, logistics, or a related function, preferably within manufacturing, distribution, or a similarly fast-paced operational environment.
Three or more years of leadership or supervisory experience with responsibility for team performance, development, and accountability.
Strong ERP experience, preferably SAP, with demonstrated understanding of order-to-cash processes, customer and order data, inventory allocation, and fulfillment.
Experience coordinating across Customer Service, Sales, Warehousing, Logistics, Finance, and Operations.
Demonstrated experience improving and standardizing processes, developing SOPs, and reducing manual or inefficient workflows.
Demonstrated ability to use operational data and KPIs to identify trends, solve problems, and improve service performance.
Ability to operate effectively in a fast-paced, changing environment while balancing immediate operational priorities with longer-term improvement initiatives.

Nice To Haves

Bachelor's degree in Business Administration, Supply Chain, Operations, Logistics, or a related field preferred; equivalent relevant experience will be considered.
Experience with process automation, system implementation, e-commerce, CRM, WMS, or customer-service technology strongly preferred.

Responsibilities

Lead day-to-day Customer Service operations, ensuring accurate and timely execution of customer orders, inquiries, and service requests.
Oversee the complete order lifecycle, including order entry, validation, pricing, inventory allocation, changes, fulfillment coordination, delivery visibility, and issue resolution.
Establish clear service standards, ownership, and escalation procedures for order discrepancies, shortages, delivery issues, returns, claims, credits, and other customer-related matters.
Develop and scale the Customer Service operating model to support business growth, increased transaction volume, new sales channels, and evolving customer requirements.
Establish and monitor KPIs for order accuracy, response and resolution times, backlog, productivity, on-time delivery, customer satisfaction, and other service measures.
Lead process-improvement and automation initiatives that reduce manual work, improve accuracy, increase visibility, and create scalable Customer Service workflows.
Develop and maintain standardized processes, SOPs, work instructions, templates, and cross-functional handoffs for core Customer Service activities.
Partner with IT, Business Systems, Sales, Finance, Warehousing, Logistics, and Operations to improve system integration and eliminate duplicate work and unnecessary manual processes.
Lead the Customer Service workstream supporting e-commerce capabilities, including online ordering, order status, fulfillment, cancellations, returns, credits, refunds, and customer issue resolution.
Develop customer self-service capabilities, automated communications, knowledge resources, and other digital tools that improve the customer experience.
Coordinate with Warehousing, Logistics, carriers, and third-party providers to support delivery requirements, shipment execution, and proactive communication regarding delays or service disruptions.
Maintain strong data integrity and process discipline across ERP, CRM, WMS, e-commerce, and other Customer Service-related systems.
Serve as a Customer Service business owner for system enhancements, integrations, testing, implementation, training, and automation initiatives.
Analyze customer inquiries, complaints, order errors, returns, claims, and service trends to identify root causes and drive cross-functional corrective actions.
Serve as an escalation point for complex customer issues while ensuring routine matters are resolved effectively at the appropriate level.
Lead, coach, and develop the Customer Service team, establishing clear expectations for accountability, responsiveness, accuracy, customer ownership, and operational performance.
Build team capability through training, cross-training, performance management, process standardization, and adoption of new technology and workflows.
Foster a culture of continuous improvement that encourages employees to identify inefficiencies and participate in developing practical solutions.
Perform other duties as assigned. Duties, responsibilities, and activities may change at any time with or without notice.