Customer Service Manager

Crossroads Seamless

USA, LLC

- Winamac, Indiana Position Summary - ON SITE Crossroads Seamless USA is seeking a highly driven, hands-on Customer Service Manager to lead and rebuild 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, 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 Sales, Operations, Engineering, Supply Chain, Shipping, Quality, and Finance. The Customer Service Manager will be expected to build scalable processes, establish accountability, improve communication flow, and create a highly responsive and professional customer experience while helping stabilize and standardize 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 Standardize order entry, quote management, acknowledgements, expediting, customer communication, and issue resolution processes Identify inefficiencies, bottlenecks, and gaps between departments and help drive improvements Partner with Finance, Engineering, Operations, and Supply Chain to improve data accuracy and operational flow Help establish KPI's 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 routing, product flow, lead times, specifications, and technical customer requirements Coordinate with Finance regarding pricing models, margin expectations, surcharge application, invoicing flow, and commercial controls Partner with Shipping and Production teams to improve communication regarding schedules, delays, and customer commitments Assist in developing scalable operational processes within Epicor ERP 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.

Work Location:

In person