Customer Service Manager

Customer Service Manager

Crossroads Seamless USA, LLC – Winamac, Indiana

Position Summary – ON SITE

Crossroads Seamless USA is seeking a process oriented, systems savvy, highly driven, hands-on Customer Service Manager to lead the rebuild of our customer service function during a period of operational transformation and growth.

This is not a traditional “manage an established team” role. The successful candidate will walk into an environment requiring structure, process development, standardization, control and accountability, and leadership. The current customer service support team is small and relatively new to manufacturing customer service and Epicor order entry.

This role requires a strong operational mindset, leadership capability, process discipline, and the ability to work cross-functionally with Finance, Sales, Operations, Engineering, Supply Chain, Shipping, and Quality.

The Customer Service Manager will be expected to build scalable, Epicor-based processes, establish accountability, improve communication flow, and create a highly responsive and professional customer experience while helping stabilize, standardize and control internal operations.

Essential Responsibilities

Leadership & Team Development

• Lead, coach, train, and develop the Customer Service team
• Establish clear expectations, accountability, priorities, and workflows
• Create training materials, documentation, and standardized work instructions
• Help build the future structure of the Customer Service department as the business grows
• Foster a positive, solutions-oriented culture focused on teamwork and responsiveness

Process Improvement & Standardization

• Develop, document, and improve customer service processes, workflows, and communication standards
• Lead the standardization of order entry, quote management, acknowledgements, expediting, customer communication, and issue resolution processes
• Identify inefficiencies, control weaknesses, bottlenecks, and gaps between departments and lead the design and implementation of improvements
• Partner with Finance, Engineering, Operations, and Supply Chain to improve data accuracy and operational flow
• Lead the finalization and update of KPI’s (including managing toward and resetting performance targets) and reporting related to order entry accuracy, response time, on-time delivery communication, backlog management, and customer satisfaction

Cross-Functional Coordination

• Work closely with Engineering and Operations on routings, product flow, lead times, specifications, and technical customer requirements
• Work closely with the President, CFO, VP of Operations and VP of Sales in establishing the go forward process as it relates to regarding pricing models, margin expectations, surcharge application, quoting, invoicing flow, and commercial controls
• Partner with Shipping and Production teams to improve communication regarding schedules, delays, and customer commitments
• Lead development of scalable operational processes within Epicor ERP, ensuring that we continually work to move from offline tools to Epicor centric / Epicor enabled and controlled processes

Customer Management

• Handle escalated customer concerns and critical account communication
• Build strong customer relationships through professionalism, urgency, transparency, and follow-through
• Support strategic customers and high-priority commercial activity
• Ensure customers receive accurate and timely communication regarding orders, pricing, and delivery status

Qualifications

• Bachelor’s degree preferred; equivalent experience considered
• 5 years of customer service leadership experience in manufacturing or industrial environments strongly preferred
• Experience building or improving processes in a fast-paced operational environment
• Strong ERP experience required; Epicor experience strongly preferred
• Experience working cross-functionally with Operations, Engineering, Supply Chain, and Finance
• Strong organizational, analytical, and communication skills
• Ability to manage multiple priorities in a rapidly changing environment
• Proven ability to lead through ambiguity and create structure where little currently exists

What Makes Someone Successful at Crossroads

The successful candidate will:

• Thrive in an environment that is still being built and improved
• Be highly collaborative while also driving accountability
• Bring structure and organization without becoming rigid or bureaucratic
• Operate with urgency while maintaining accuracy
• Be willing to roll up their sleeves and work alongside the team
• Maintain professionalism during stressful or rapidly changing situations
• Be biased toward action and problem-solving
• Communicate effectively across all levels of the organization
• Support both company goals and customer relationships with integrity and balance
• Help create processes that are scalable, practical, and sustainable

Important Note About This Opportunity

This role is ideal for someone energized by building, improving, organizing, and creating structure in a growing manufacturing environment. The successful candidate must be comfortable walking into a department that requires significant process improvement, leadership, communication, and operational partnership across the organization.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person