S Customer Solutions Manager

Dublin, OH, US, 43016 Morrisville, PA, US,  Phoenix, AZ, US,

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Primary

Purpose:

The I+S Customer Solutions Manager is responsible for delivering an exceptional customer experience through operational excellence, service quality, talent development, and continuous improvement. This role provides strategic and operational leadership across the customer lifecycle, ensuring effective execution of order-to-delivery processes while supporting customer retention, profitable growth, and business objectives.

As the voice of the I+S Customer Solutions Manager partners closely with Sales, Product Management Purchasing, Operations, Finance Operations, and external partners to drive process improvements, resolve complex issues, and enhance the end-to-end customer experience. The role leverages customer, operational, and financial performance metrics to identify opportunities, influence decision-making, and improve business outcomes.

The I+S Customer Solutions Manager is accountable for team performance, including customer satisfaction, order management execution, service levels, productivity, issue resolution, and financial results. This includes coaching and developing employees, managing workforce and performance objectives, driving operational efficiencies, protecting margin, mitigating risk, and supporting inventory and working capital performance.

As a leader within the Customer Solutions organization, the I+S Customer Solutions Manager champions a culture of accountability, collaboration, safety, compliance, and customer-centricity. Through strong leadership and cross-functional partnership, this role drives sustainable business performance while ensuring the consistent delivery of world-class customer service.

WHAT YOU'LL DO:

% of time spent

(Total 100%)

Lead and execute key components of the Customer Solutions strategy, including Operational Excellence, Quality Assurance, Training and Development, and business transformation initiatives.

30%

Drive continuous improvement of customer experience through customer feedback programs, service quality monitoring, and operational performance analytics. Own and advance key customer and operational metrics, including Net Promoter Score (NPS), Perfect Order Index (POI), service quality measures, and Operational Excellence initiatives.

30%

Identify, prioritize, and implement enhancements to Customer Solutions processes, systems, and tools to improve efficiency, productivity, and customer satisfaction. Partner cross-functionally with Sales, Product Management, Purchasing, Operations, IT, and other business stakeholders to drive process improvements and support strategic business objectives. Deliver comprehensive onboarding and ongoing development programs, leveraging quality insights and supporting enterprise-wide projects and business transformation initiatives. Lead customer solutions integration efforts for mergers and acquisitions, develop integration strategies and partner with business leaders to ensure successful execution and adoption.

20%

Manage and develop a high-performing team, providing leadership in talent acquisition, onboarding, coaching, performance management, employee engagement, and career development.

20%

Key Stakeholders:

Position/Title

Reason For Contact

Customer Solutions Sr. Director

Customer Solutions Leadership

Reports Within This Organization

Customer Solutions Shared Resources

Customer Experience

Customer Experience

Product Management

Customer Experience

Shared Services Functions

Customer Experience

Supply Chain Functions

Customer Experience

Master Data

Customer Experience

• Authority To Release $100,000 In Credits and Debits

Supervisory Responsibility:

• Directly Responsible For Customer Solutions Supervisors

WHAT YOU'LL NEED:

• 6-8 years of experience in customer solutions, marketing, sales, or related roles required; experience in customer operations with a history in customer service and customer support transformation preferred
• Bachelor’s degree preferred; not required

Specialized Knowledge/

Skills:

• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook
• Strong SAP skills and experience utilizing business systems and customer service platforms to support
• Proven ability to lead complex, cross-functional projects, programs, and strategic initiatives while driving results…