Regional Customer Service Manager

Join MAPEI Corporation, a global leader in manufacturing construction chemicals and building materials — including adhesives, sealants, and specialty products used in flooring, tile, and concrete restoration. We are currently seeking a Customer Service Regional Manager to join our growing team. This role is responsible for leading a high-performing regional customer service organization to ensure excellence in order fulfillment, communication, and customer satisfaction. The ideal candidate will combine strong leadership capabilities with technical proficiency in Enterprise Resource Planning (ERP), Electronic Data Interchange (EDI), Optical Character Recognition (OCR), and Customer Relationship Management (CRM) applications, and a keen understanding of how to align internal processes with customer requirements.

Key Responsibilities

• Accomplish customer service objectives by recruiting, training, assigning, scheduling, coaching, and evaluating team members.
• Communicate job expectations; plan, monitor, and appraise job results while enforcing company policies and procedures.
• Direct the regional order fulfillment process, ensuring orders are processed accurately and on time in compliance with MAPEI standards.
• Manage workflow and resources to maintain complete and efficient order processing; develop strong back-up resources for coverage needs.
• Lead and mentor staff to deliver exceptional customer experiences and meet/exceed key performance metrics.
• Maintain regular contact with customers to understand requirements and ensure operational capabilities align with customer needs.
• Collaborate cross-functionally with Sales, Operations, Shipping, and Accounting to optimize service performance.
• Resolve escalated customer complaints that cannot be handled at the representative or lead level.
• Analyze customer complaint data and develop solutions to prevent recurrence and drive continuous improvement.
• Support and train staff on process and technology enhancements related to ERP, EDI, OCR, and CRM systems.
• Attend trade shows and line reviews as required.
• Adhere to all MAPEI policies, safety rules, and work procedures.
• Perform other related duties as assigned.

What’s in it for you

• In this role you will earn a competitive annual base salary based on your experience and qualifications.
• FREE MEDICAL INSURANCE for our employees or the option of a highly competitive medical plan with minimal monthly employee contributions.
• 17 Days of paid, sick and vacation time annually (days are prorated in year one).
• 401K retirement with up to 6% matching program.
• Excellent dental, vision programs, flex spending accounts, employer paid life insurance and free tele-med physician services.
• Various other company employee-centric perks initiatives; tuition reimbursement programs, discounted home/auto insurance programs, supplemental life insurance, and more.

Qualifications

• Bachelor’s degree or a minimum of 10 years of related experience, or an equivalent combination of education and experience.
• High school diploma or equivalent required.
• Strong technical knowledge of Enterprise Resource Planning (ERP), Electronic Data Interchange (EDI) (including 850, 856, 810 transactions), Optical Character Recognition (OCR) mapping, and Customer Relationship Management (CRM) systems.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and D365 required.
• Strong accounting background to resolve credit/debit transactions tied to the order entry process.
• Proven leadership experience managing customer service or order fulfillment teams in a manufacturing or distribution environment.
• Excellent communication, analytical, and problem-solving skills.
• Ability to travel up to 5% within the U.S. for meetings or training.

Equal Opportunity Employer – Minority/Female/Disability/Veteran (M/F/D/V)