Customer Service Manager

Join Our Team as a Customer Service Manager!

Work Location: Waco, TX

Department: Sales
FLSA Status: Exempt
Travel Requirements: 15%
Salary Range: $80,000 - $100,000 annually

Who We Are Looking For

We are seeking an experienced Customer Service Manager to lead and develop a high-performing Customer Service organization supporting multiple U.S. locations.

This role is ideal for a hands-on leader who thrives in a fast-paced manufacturing environment and enjoys building strong teams, improving processes, and driving operational consistency across the business.

The successful candidate will bring proven experience leading customer service or order management teams, implementing process improvements, and driving change within a growing organization. While experience working within large ERP systems is required, we are seeking a leader focused on people, process, and performance rather than a specific ERP platform.

This position will partner closely with Sales, Operations, Logistics, Finance, IT, and Manufacturing to improve customer experience, standardize workflows, and create scalable processes that support future growth.

Why You Should Apply

This is an exceptional opportunity to join a growing, industry-leading organization that is committed to innovation, operational excellence, and investing in its people. As Customer Service Manager, you will have the unique opportunity to influence the future direction of the customer experience function while leading a talented team through an exciting period of growth and transformation.

At Uzin Utz North America, you'll work in a collaborative environment where your ideas, leadership, and expertise will make a visible impact across the organization. This role offers the chance to drive meaningful improvements, implement best practices, and help build scalable processes that support long-term business success.

Beyond the immediate impact of the position, this role provides significant exposure to senior leadership, cross-functional collaboration, and opportunities for professional development and career advancement. We are seeking a leader who is passionate about developing people, improving processes, and creating exceptional customer experiences.

If you're looking for a role where you can make a difference, lead change, and grow your career with a stable and respected global organization, we encourage you to apply.

Who We Are

Uzin Utz North America, Inc. is a leader in flooring installation systems and a North American subsidiary of Uzin Utz SE, headquartered in Ulm, Germany.

With a legacy dating back to 1911, Uzin Utz is a global innovator delivering high-performance solutions under the UZIN, WOLFF, and PALLMANN brands. We are committed to operational excellence, customer satisfaction, and continuous improvement across all areas of our business.

Position Overview

The Customer Service Manager is a key leadership role responsible for shaping and advancing the customer experience across Uzin Utz North America. This position provides the opportunity to lead a multi-site Customer Service team while driving operational excellence, process improvement, and organizational growth within a collaborative and customer-focused environment.

Working closely with Sales, Operations, Logistics, Finance, and other cross-functional partners, the Customer Service Manager will play an instrumental role in developing scalable processes, enhancing service performance, and supporting strategic business initiatives. The role is responsible for leading customer order management and service delivery operations, standardizing processes and best practices, improving data integrity and ERP-supported workflows, and championing continuous improvement efforts that increase efficiency and customer satisfaction.

This position offers significant visibility throughout the organization and the opportunity to make a meaningful impact by developing employees, fostering accountability, implementing innovative solutions, and leading change. The ideal candidate is a hands-on, people-focused leader who is passionate about coaching and developing teams, improving business processes, and creating a culture of service excellence that supports the company's long-term success.

Key Responsibilities

Team Leadership, Coaching & Organizational Development

• Lead, coach, mentor, and develop Customer Service personnel across multiple locations.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and development planning.
• Identify training needs and implement development programs to strengthen team capabilities.
• Create consistency in processes, expectations, and service standards across all locations.
• Support succession planning and employee engagement initiatives.
• Partner with leadership to effectively manage organizational and process changes.
• Serve as a visible and accessible leader who actively supports the day-to-day success of the team.

Process Improvement, Standardization & Change Management

• Lead the evaluation, mapping, redesign, and optimization of customer service processes to improve efficiency, accuracy, scalability, and customer satisfaction.
• Develop, implement, and maintain standardized workflows, operating procedures, and best practices across all locations to ensure consistency and operational excellence.
• Drive continuous improvement initiatives focused on reducing errors, cycle times, manual processes, and overall cost-to-serve while enhancing service levels.
• Utilize performance metrics, data analysis, and root-cause problem-solving methodologies to identify trends, address recurring issues, and measure improvement outcomes.
• Partner with Sales, Operations, Finance, Logistics, and IT to identify and implement process improvements, automation opportunities, and cost-saving initiatives.
• Lead change management efforts related to process enhancements, organizational initiatives, and technology implementations, ensuring successful adoption and long-term sustainability.
• Foster a culture of continuous improvement by engaging employees in identifying opportunities, solving problems, and implementing sustainable solutions.

ERP Systems & Operational Excellence

• Serve as the business owner for Customer Service-related processes within the company's ERP environment.
• Leverage ERP system capabilities to improve visibility, workflow efficiency, and reporting.
• Partner with IT and business leaders to identify opportunities for automation and system enhancements.
• Support data integrity and process compliance across customer, pricing, and order management functions.
• Utilize reporting and analytics to drive informed business decisions and continuous improvement initiatives.

Logistics & Shipping Coordination

• Coordinate with Logistics, Warehousing, and 3rd party LTL and FTL carriers on ship dates, special shipping requirements, and priority orders.
• Monitor shipment status and communicate critical updates to customers, distributors, and internal stakeholders.
• Support exception handling for high-impact issues (e.g., missed shipments, urgent orders, service failures), while not directly managing daily dispatch, routing, or warehouse operations.
• Help standardize communication and processes to reduce manual follow-up and shipment errors.

Education / Qualifications / Experience

• Bachelor's degree in Business, Supply Chain, Logistics, or a related field preferred (or equivalent experience).
• 8-10+ years of customer service, order management, inside sales, or customer operations experience within a manufacturing or distribution environment.
• 5+ years of progressive leadership experience managing customer service teams.
• Demonstrated success leading teams across multiple locations or remote environments.
• Experience implementing process improvements, standardization initiatives, and operational excellence programs.
• Proven ability to lead organizational change and drive adoption of new processes and systems.
• Experience working with large ERP platforms such as SAP, Oracle, JD Edwards, Microsoft Dynamics, Infor, or similar enterprise systems.
• Strong process mapping, workflow design, and continuous improvement experience.
• Excellent coaching, employee development, and team-building skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Advanced proficiency with Microsoft Excel and business reporting tools.
• Experience working cross-functionally with Sales, Operations, Logistics, Finance, Manufacturing, and IT.
• Experience in a multi-site manufacturing environment strongly preferred.

Benefits

• Competitive salary and comprehensive benefits program
• Medical, Dental, and Vision Insurance (generous employer contribution)
• Employer-paid Life, Short-term, and Long-term Disability Insurance
• 401(k) with employer match and immediate vesting
• Paid Time Off (PTO) and company holidays
• Professional development and growth opportunities

Uzin Utz North America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Due to the high volume of applications, only qualified candidates will be contacted.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.