Customer Operations Manager

Customer Operations Manager

Ag Express Electronics is seeking a Customer Operations Manager to lead Ag Express Electronics' customer-facing operations by overseeing the Product Sales Specialist and Product Support teams. This role is responsible for driving operational excellence, improving responsiveness, establishing performance metrics, ensuring accountability, optimizing order and RMA processes, and delivering exceptional customer experience. Through coaching, process improvement, and data-driven leadership, the Customer Operations Manager develops a high-performing team that supports revenue growth, customer satisfaction, and operational efficiency.

Qualifications

Key Responsibilities:

• Champion an exceptional customer experience throughout every customer interaction.
• Monitor customer satisfaction and identify opportunities to improve customer service efforts.
• Resolve escalated customer concerns professionally and efficiently.
• Ensure timely communication regarding quotations, orders, repair status, shipping, warranty issues, and RMAs.
• Develop service standards and response expectations for internal and external customers.

• Develop, document, implement, and continuously improve customer service processes and workflows.
• Lead process improvement initiatives to eliminate inefficiencies and improve throughput.
• Standardize procedures across customer support functions.
• Drive accountability through measurable operational metrics.
• Identify automation opportunities and system improvements to increase efficiency.
• Ensure departmental compliance with company policies, quality standards, and established procedures.

• Oversee the complete customer order lifecycle from quotation through shipment.
• Ensure accurate order entry and timely order processing.
• Monitor order backlog and prioritize workload to meet customer expectations.
• Oversee Return Material Authorization (RMA) processes to ensure timely resolution.
• Improve visibility of repair status and customer communications throughout the repair process.
• Partner with Operations to reduce turnaround times while maintaining quality standards.

• Develop and monitor departmental KPIs
• Analyze operational data and prepare regular performance reports.
• Utilize data to identify trends, recommend improvements, and support strategic decision making.
• Hold team members accountable for achieving established performance expectations.

• Partner with Sales leadership to improve customer engagement and support revenue growth.
• Collaborate with Manufacturing, Repair Operations, Purchasing, and Inventory teams to improve customer fulfillment.
• Support implementation of new products, services, and customer initiatives.
• Participate in strategic planning and operational improvement projects.
• Assist leadership in developing scalable customer service processes as the organization grows.

• Identify opportunities to improve customer workflows, communication, and operational efficiency.
• Lead Lean and continuous improvement initiatives within customer operations.
• Recommend improvements to ERP utilization, reporting capabilities, and workflow automation.
• Develop and maintain departmental documentation, work instructions, and training materials.
• Encourage innovation and employee involvement in process improvements.

• Lead by example and reinforce Ag Express Electronics' Mission, Vision, and Core Values.
• Build a culture of accountability, teamwork, ownership, and customer focus.
• Recruit, train, mentor, and retain high-performing employees.
• Provide timely feedback and coaching to improve individual and team performance.
• Manage departmental priorities while adapting to changing business needs.
• Support organizational initiatives and change management efforts.

Required Skills and Qualifications:

• Strong organizational skills with the ability to manage complex projects and competing priorities.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Effective analytical, strategic thinking, and problem-solving skills with the ability to make sound business decisions.
• Proven ability to lead teams through change and continuous improvement initiatives.
• Ability to collaborate effectively across departments while maintaining a customer-focused approach.
• Demonstrated leadership and team development skills with the ability to coach, mentor, and influence others.

Required Experience/Education/Training/Certifications:

Education:

• Associate's degree in Business, Operations Management, Supply Chain, or related field; Bachelor's degree preferred.

Work Experience:

• Minimum of five (5) years of progressive customer service, operations, or customer support leadership experience.
• Minimum of three (3) years supervising or managing employees.
• Demonstrated experience improving operational processes, implementing performance metrics, and project management.
• Experience within electronics manufacturing, repair services, industrial distribution, agricultural equipment, or related industries.
• Proven experience managing customer support metrics and service-level agreements (SLAs).

Computer Skills:

• Proficient in Microsoft 365 applications, including Outlook, Excel, Word, PowerPoint, and Teams.
• Experience using Acumatica or other Enterprise Resource Planning (ERP) systems.
• Ability to effectively use standard office equipment and business technology to support daily responsibilities.

Certifications:

• Lean Six Sigma Certification is preferred.

Physical Demands:

• Travel Readiness: Willingness and ability to travel as necessary for business engagements, meetings, industry events, and onsite visits with customers.
• Lifting and Carrying: Occasionally, the role may involve lifting and carrying equipment, tools, or materials weighing up to a certain limit.
• Standing and Walking: Ability to navigate various onsite meetings with customers and facilities within the organization's premises.
• Communication: Skill in exchanging accurate information with customers, co-workers, vendors, etc., utilizing verbal, written, and electronic communication methods.
• Sitting for Extended Periods: Much of the work may be conducted at a desk or workstation, requiring the ability to sit for extended periods of time.
• Repetitive Motion: Some tasks may involve repetitive motions of the hands, especially prolonged periods of typing on a computer to perform administrative and operational tasks. Ergonomic practices should be followed to minimize the risk of repetitive strain injuries.
• Safety Awareness: Awareness of and adherence to safety protocols and procedures is essential when navigating the organization's facilities to ensure compliance and minimize the risk of workplace hazards or accidents.

Ag Express Electronics is committed to providing reasonable accommodation for employees with disabilities and ensuring a supportive work environment. Candidates are encouraged to discuss specific needs during the application process.

Why Ag Express Electronics?

• 100% Employee-Owned Company and ESOP (Employee Stock Ownership Plan)
• Competitive salary plus performance-based incentive opportunity
• Safe Harbor 401(k) with company contribution
• Comprehensive medical, dental, and vision benefits
• Paid Time Off and paid holidays
• Company-paid life insurance
• Professional development and training opportunities
• Opportunity to work with industry-leading precision agriculture technology and an outstanding team committed to serving agriculture

Benefits:

• Employer-Sponsored Benefits: Medical, Dental, Group Life, Short-Term Disability (STD) with buy-up options
• Voluntary Benefits: Vision, Healthcare and Dependent Care Flexible Spending Account(s) (FSA), Life Insurance
• 401(k): Safe Harbor 401(k) including an annual 3% company contribution and Profit Share funded annually at the discretion of Ag Express Electronics.
• Employee Stock Ownership Plan (ESOP): Contribution funded annually at the discretion of Ag Express Electronics.
• Paid Time Off (PTO): PTO allowance to support work-life balance and provide employees with opportunities for rest, relaxation, and personal pursuits.
• Holiday Benefits: Recognition and observance of holidays by Ag Express Electronics, allowing employees to celebrate.
• Flexible Hours : Flexible work hours empower employees to have greater control over their work schedules, fostering a better work-life balance and increased flexibility to accommodate personal commitments.
• Educational Assistance : Support for employee development through educational assistance, including financial support for