Customer Operations Manager

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world‑leading technologies that inspire progress in vital areas, including energy, food, water and shipping. As we push forward, the innovative, open spirit that fuels our 140‑year‑old start‑up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too. About the role As an integral member of our Hygienic Fluid Handling management team, our Customer Operations Manager will lead a customer and partner support organization focused on delivering operational excellence, enabling sales success and driving strong customer outcomes. This hybrid on‑site role is based in Kenosha, WI. Responsibilities Lead, coach, and develop a team of Account Representatives responsible for customer account support, order entry and execution, and sales support activities. Lead cross‑functional coordination efforts across sales, operations, logistics, and supply chain teams to ensure timely resolution of customer issues and seamless execution of customer orders. Monitor and improve key operational and customer support metrics, including response times, order accuracy, backlog management, and issue resolution effectiveness. Drive adoption and effective utilization of ERP, CRM, and digital tools to improve visibility, workflow consistency, reporting, and customer communication. Support the organization’s commercial objectives by helping the team strengthen customer relationships, improve responsiveness, and drive customer preference for our brand. Advocate for the customer and customer support team by driving alignment, responsiveness, and accountability across internal stakeholder groups. Identify opportunities to improve processes, communication flow, and operational efficiency to enhance both the customer experience and internal effectiveness. Ensure adherence to company policies, including signature authority, credit policy, shipping guidelines, and cancellation processes. Qualifications Bachelor’s degree in Business or equivalent experience. Proven leadership experience within customer support, account management, inside sales, sales operations, or commercial operations. Strong understanding of order management, operational workflows, and cross‑functional coordination within a B2B business environment highly preferred. Experience in manufacturing or distribution environment preferred. Experience driving process improvements and standardization efforts. Demonstrated ability to navigate and resolve complex customer and operational issues through collaboration, problem‑solving, and sound decision‑making. Strong analytical mindset with experience utilizing data, metrics, and reporting to identify trends, improve processes, and support business decisions. Strong communication, interpersonal and collaboration skills. Proficiency with ERP systems, CRM platforms, and Microsoft Office Suite. Experience with Lean, Six Sigma, or continuous improvement methodologies is preferred. Additional information We typically welcome applicants from all locations, but are currently prioritizing candidates who reside in the US or have an established presence in the area. Benefits Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more. The base salary for this role is typically $95,000 – $105,000 annually. Compensation is based on market indicators and individual factors. Equal Employment Opportunity Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. #J-18808-Ljbffr Alfa Laval Mid Europe GmbH