Join MAPEI, a worldwide leader in the manufacturing of construction materials, as a Customer Service Manager – Admixtures. In this pivotal role, you will lead a dynamic customer service team, oversee order fulfilment, and collaborate with Sales, Operations, and Shipping to ensure on-time delivery and exceptional customer experiences. Your leadership will directly impact national accounts, project execution, and the continuous improvement of our customer service operations.
Responsibilities
- Lead, coach, and develop the Customer Service team, including training, scheduling, performance management, and compliance with company policies.
- Build strong relationships with Sales, Operations, Shipping, and Accounting to ensure seamless customer experiences.
- Partner with Operations to maintain adequate inventory levels and support daily business and project needs.
- Direct order fulfilment processes (order entry, administration, shipping, tracking) to achieve on-time, accurate delivery.
- Manage key national accounts, monitoring inventory and ensuring service levels are consistently met or exceeded.
- Participate in daily production and planning meetings to review ship dates, backorders, and order revisions.
- Resolve escalated customer complaints, analyse root causes, and recommend process improvements.
- Collect and interpret sales, order, and inventory data to support business decisions and continuous improvement.
- Drive process, system, and technology enhancements in alignment with the National Customer Service Manager.
- Foster a culture of best practices, ongoing training, and cross-coverage to strengthen team performance.
- Conform with and abide by all regulations, policies, work procedures, safety rules and instructions.
- Performs other duties as requested or assigned.
What's in it for you
- In this role, you will earn a competitive salary ranging from $80,000 to $90,000 per year, depending on your experience and qualifications.
- This position is also eligible for an annual discretionary bonus, which is a variable percentage of your base salary, based on individual performance and company results.
- FREE MEDICAL INSURANCE for our employees or the option of a highly competitive medical plan with minimal monthly employee contributions and zero deductibles
- 17 Days of paid, sick and vacation time annually (days are prorated in year one).
- 401K retirement with up to 6% matching program.
- Excellent dental, vision programs, flex spending accounts, employer paid life insurance and free tele-med physician services.
- Various other company employee-centric perks initiatives; tuition reimbursement programs, discounted home/auto insurance programs, supplemental life insurance, and more.
Qualifications
- Requires a minimum of a high school diploma or equivalent; a Bachelor’s degree is preferred, plus a minimum of five (5) years of related experience, or any equivalent combination of related training and experience.
- Proficient in Windows-based PC use, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and Internet navigation.
Equal Opportunity Employer – Minority/Female/Disability/Veteran (M/F/D/V)
MAPEIP2
