Customer Experience & Order Operations Manager

About the Opportunity

Uzin Utz North America is seeking a hands-on, systems-oriented Customer Experience & Order Operations Manager to lead our Customer Service team and modernize the processes supporting customer order management, inventory coordination, warehouse fulfillment, shipping, and delivery.

We are looking for an experienced leader who has successfully managed customer service operations while identifying inefficiencies, improving workflows, and implementing technology-driven solutions.

The ideal candidate understands the complete order-to-delivery lifecycle and has experience optimizing existing ERP and order management systems, evaluating new technologies, and participating in or leading system implementations.

This is an opportunity for someone who enjoys both developing people and improving how a business operates. You will oversee day-to-day Customer Service operations while driving initiatives to reduce manual processes, improve system integration, increase order accuracy, and build scalable, efficient workflows.

We are looking for someone who has not only managed service processes but has successfully improved them.

Why You Should Apply

This is a high-impact leadership opportunity where you can directly influence how customer orders are processed, fulfilled, and delivered.

Rather than simply maintaining existing procedures, you will have the opportunity to evaluate current workflows, introduce practical improvements, leverage technology, and help shape the future of our Customer Service operations.

You will work closely with Sales, Inventory, Warehouse, Logistics, IT, and Operations to improve communication, eliminate inefficiencies, and create a more seamless experience for employees and customers.

If you enjoy leading teams, solving operational challenges, improving business systems, and seeing the measurable results of your work, we would like to hear from you.

Who We Are

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

Since 1911, Uzin Utz SE has been a global innovator in product systems for flooring installation and maintenance. We are committed to fostering a culture of safety, sustainability, innovation, and operational excellence.

In the United States and Canada, Uzin Utz North America offers products under the renowned UZIN, WOLFF, and PALLMANN brand names, delivering industry-leading solutions for flooring professionals.

Position Overview

The Customer Service & Order Operations Manager is responsible for leading the Customer Service team and overseeing the processes that support accurate, efficient, and timely customer order fulfillment.

This position serves as a critical connection between Customer Service, Sales, Inventory, Warehouse, Logistics, Finance, IT, and Operations to ensure customer orders move effectively from initial entry through final delivery.

In addition to managing daily operations, the Manager will lead continuous improvement initiatives focused on streamlining order processing, improving system utilization, reducing manual work, and implementing scalable operational solutions.

The successful candidate will bring a combination of people leadership, order management expertise, systems knowledge, and demonstrated process improvement experience.

Key Responsibilities

Customer Service Leadership & Team Development

• Lead and manage daily Customer Service operations, ensuring accurate order processing, timely customer communication, and effective issue resolution.

• Supervise, coach, and develop Customer Service Representatives, establishing clear expectations for productivity, accuracy, accountability, and service quality.

• Evaluate existing team responsibilities, workloads, and workflows to identify opportunities for greater efficiency and improved performance.

• Establish service standards, escalation procedures, and performance expectations.

• Provide hands-on support with complex customer issues, order discrepancies, delivery challenges, and other operational concerns.

• Develop training programs, cross-training opportunities, and standardized procedures to improve team capabilities.

• Foster a culture of collaboration, continuous improvement, problem-solving, and customer ownership.

Order Management & Operational Efficiency

• Oversee the complete customer order lifecycle, including order entry, validation, pricing, inventory availability, order changes, fulfillment coordination, shipping, delivery tracking, and issue resolution.

• Evaluate current order-entry and processing procedures to identify inefficiencies, bottlenecks, duplicate work, and unnecessary manual steps.

• Develop and implement more efficient, standardized workflows for receiving, entering, processing, tracking, and fulfilling customer orders.

• Improve order accuracy, processing speed, communication, and visibility throughout the order lifecycle.

• Establish clear processes for handling backorders, shortages, order discrepancies, returns, credits, and customer claims.

• Develop and maintain standard operating procedures (SOPs), work instructions, and process documentation.

• Implement practical solutions that improve efficiency while maintaining a high level of customer service.

Systems Optimization, Technology & Process Improvement

• Evaluate current Customer Service workflows, order-entry procedures, and supporting technologies to identify inefficiencies, manual processes, and opportunities for improvement.

• Optimize existing ERP and order management systems to improve order processing, inventory visibility, data accuracy, and fulfillment coordination.

• Identify technology gaps and help evaluate, recommend, select, and implement new systems or tools that improve Customer Service and order management operations.

• Lead Customer Service-related system improvement initiatives, including requirements gathering, workflow design, testing, implementation, employee training, and adoption.

• Partner with IT, Operations, Warehouse, Logistics, Sales, and external technology providers to ensure systems support operational requirements and integrate effectively.

• Implement automated workflows, standardized procedures, and system-based solutions that reduce duplicate data entry, manual tracking, and processing errors.

• Improve the flow of information between Customer Service, inventory management, warehouse operations, shipping, and delivery coordination.

• Develop measurable performance indicators to evaluate improvements in order accuracy, processing speed, employee productivity, and customer satisfaction.

• Establish standardized processes, SOPs, and training programs that support consistent execution and long-term adoption of improved systems.

• Support future e-commerce, customer self-service, and digital ordering initiatives as business needs evolve.

Inventory, Warehouse, Shipping & Delivery Coordination

• Work closely with Inventory, Warehouse, Logistics, and Sales teams to ensure customer orders are accurately processed, fulfilled, and delivered.

• Establish efficient communication and coordination between Customer Service Representatives and warehouse personnel.

• Improve processes for verifying inventory availability, allocating products, managing backorders, and communicating product shortages.

• Coordinate with warehouse and shipping teams to support order prioritization, shipment scheduling, delivery requirements, and fulfillment accuracy.

• Improve visibility into order status, shipping updates, and anticipated delivery timelines.

• Partner with logistics teams, carriers, and third-party providers to resolve shipment delays, delivery discrepancies, and customer concerns.

• Identify recurring inventory, fulfillment, or delivery challenges and implement process improvements to prevent future issues.

• Support more effective cross-functional planning and communication to ensure customer commitments are met.

Performance Management & Continuous Improvement

• Establish and monitor key performance indicators (KPIs), including order accuracy, order processing time, backlog, customer response and resolution times, productivity, and delivery performance.

• Analyze operational data, customer feedback, and service trends to identify recurring problems and opportunities for improvement.

• Lead cross-functional process improvement initiatives that enhance efficiency, reduce errors, and improve the customer experience.

• Measure the effectiveness of implemented changes and adjust processes as needed.

• Identify opportunities to automate repetitive tasks and improve employee productivity.

• Build scalable processes capable of supporting increased order volume, business growth, and evolving customer requirements.

• Encourage employees to identify operational challenges and participate in developing practical solutions.

Education, Experience & Qualifications

Required Qualifications

• 5+ years of progressive experience in Customer Service, Order Management, Sales Operations, Distribution Operations, or a related function.

• 3+ years of experience supervising or managing a Customer Service team, preferably within manufacturing, wholesale distribution, or another product-based business.

• Demonstrated experience improving customer service processes, order-entry workflows, or order management operations.

• Hands-on experience using and optimizing ERP or order management systems.

• Experience participating in or leading system implementations, technology upgrades, workflow automation, or process digitization initiatives.

• Strong understanding of the order-to-delivery process, including order entry, inventory availability, warehouse coordination, shipping, and delivery.

• Experience developing or improving standard operating procedures, training processes, and operational workflows.

• Proven ability to identify operational inefficiencies, recommend solutions, implement process changes, and measure results.

• Experience coordinating across Customer Service, Sales, Inventory, Warehouse, Logistics, and Operations.

• Strong leadership, communication, analytical, organizational, and problem-solving skills.

• Ability to balance day-to-day team management with longer-term operational improvement projects.

Preferred Qualifications

• Experience in manufacturing, wholesale distribution, building materials, flooring products, or industrial supply environments.

• Experience with SAP or a comparable ERP platform.

• Experience evaluating and selecting new business systems or software solutions.

• Experience integrating ERP, CRM, WMS, or other operational systems.

• Experience implementing order-entry automation, electronic ordering, customer portals, or self-service technologies.

• Familiarity with Lean, Six Sigma, or continuous improvement methodologies.

• Experience supporting e-commerce operations or digital ordering capabilities.

• Bachelor's degree in Business Administration, Operations, Supply Chain, Information Systems, or a related field; equivalent relevant experience will be considered.

What Will Make You Successful

Hands-On Leadership: You are comfortable managing a team while staying involved in the operational details necessary to understand and improve how work gets done.

Process Improvement Mindset: You naturally look for opportunities to simplify processes, eliminate unnecessary steps, reduce errors, and improve efficiency.

Systems & Technology Experience: You understand how ERP and order management systems support business operations and can identify opportunities to improve existing tools or implement new solutions.

Order-to-Delivery Knowledge: You understand how customer orders connect to inventory, warehouse operations, shipping, and delivery, and how breakdowns in these processes affect the customer experience.

Change Management: You can introduce new processes and technologies, train employees, build buy-in, and ensure improvements are successfully adopted.

Cross-Functional Collaboration: You communicate effectively and work closely with other departments to solve problems and improve operational performance.

Results Orientation: You use data, feedback, and operational metrics to identify opportunities, measure improvements, and drive accountability.

What Success Looks Like

In this role, you will make a measurable impact by:

• Creating more efficient, standardized customer order-entry and processing workflows.

• Reducing manual processes, duplicate work, and order errors through improved systems and procedures.

• Improving how existing ERP and order management systems are utilized.

• Identifying and implementing new technologies or system enhancements that support operational efficiency.

• Strengthening communication and coordination between Customer Service, Inventory, Warehouse, Shipping, and Logistics.

• Increasing order visibility, fulfillment accuracy, and customer satisfaction.

• Developing a well-trained, accountable Customer Service team that consistently delivers accurate and timely service.

• Establishing scalable processes that support continued business growth.

Benefits

• Competitive base compensation

• Medical, Dental, and Vision Insurance with generous employer contribution

• Employer-paid Life, Short-term, and Long-term Disability Insurance

• Supplemental benefit options available

• 401(k) with employer match and immediate vesting

• Company technology and business tools

• Three weeks of Paid Time Off (PTO)

• 11 paid holidays in 2026

Equal Employment Opportunity

Uzin Utz North America is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are respected and valued.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, age, disability, genetic information, military or veteran status, marital status, or any other status protected by applicable federal, state, or local law.

If hired, employees will be required to provide proof of authorization to work in the United States. Uzin Utz North America participates in E-Verify where required by law.

Reasonable accommodations will be provided to qualified individuals with disabilities throughout the application and interview process upon request.

Due to the high volume of applications, only candidates selected for further consideration will be contacted.