Production Planning & Client Relations Manager

Responsibilities

• Oversee daily customer service operations including order entry, scheduling, updates, and issue resolution.
• Collaborate with Production, Planning, Purchasing, and Logistics teams to align customer orders with production capacity and material availability.
• Lead weekly and daily production planning meetings; communicate priorities and constraints to internal stakeholders.
• Monitor order progress and proactively address delays, bottlenecks, or capacity conflicts.
• Ensure accurate input and maintenance of customer purchase orders, forecasts, and delivery requirements.
• Analyze customer demand patterns to support forecasting and production planning.
• Improve processes involving order management, communication flow, and production schedule visibility.
• Manage escalations, customer complaints, and service recovery actions.
• Generate and review key customer and production planning metrics.
• Maintain strong relationships with key accounts to understand expectations and future requirements.
• Support continuous improvement initiatives related to lead times, schedule adherence, and customer satisfaction.

• Directly supervise the Customer Service team across multiple sites.
• Responsible for staffing, performance management, training, and development of team members.
• Refer to the Organizational Chart for detailed reporting structure.

• Strong understanding of production planning, scheduling, and manufacturing processes.
• Excellent communication and customer relationship‑management skills.
• Ability to balance customer expectations with operational capabilities.
• Strong analytical and problem‑solving ability.
• Leadership mindset with the ability to motivate and guide teams.
• High attention to detail and time‑management skills.
• Ability to work in a fast‑paced, deadline‑driven environment.
• Knowledge of ERP/MRP systems.

• Bachelor’s degree in business, Supply Chain, Operations Management, or related field (preferred).
• 3–5+ years of experience in customer service within a manufacturing environment.
• Experience in production planning or scheduling strongly preferred.
• Prior supervisory or team‑lead experience recommended.

• Proficiency in ERP/MRP systems (SAP, Oracle, Microsoft Dynamics, or similar).
• Advanced skills in Microsoft Excel (pivot tables, VLOOKUP, reporting).
• Familiarity with CRM platforms and customer portals.
• Proficiency with Microsoft Office Suite.

• APICS CPIM or CSCP certification (preferred).
• Six Sigma Yellow/Green Belt (a plus).
• Customer service or supply chain‑related certifications recommended.

• On‑Time Delivery (OTD).
• Schedule Adherence.
• Customer Satisfaction Score (CSAT) / NPS.
• Order Entry Accuracy.
• Backorder Rate.
• Lead Time Reduction.
• Forecast Accuracy.
• Internal Response Time.
• Complaint Resolution Time.

• Primarily office‑based with regular visits to manufacturing, warehouse, and logistics areas.
• Exposure to industrial environments with noise, moving equipment, and varying temperatures.
• Collaborative and fast‑paced setting requiring adaptability and cross‑functional coordination.
• May involve travel to domestic and international sites.

• Competitive Compensation

  Enjoy an attractive salary that reflects your skills, experience, and contributions.

• Comprehensive Health Benefits

  Choose from a range of medical, dental, and vision insurance options to fit your needs and those of your family.

• Company‑Paid Coverage

  We provide company‑sponsored Long‑Term Disability, Short‑Term Disability, Life Insurance, and AD&D Insurance, with the option to enhance your coverage through buy‑up plans.

• Generous Paid Time Off

  Recharge with competitive PTO policies that support your personal time, holidays, and overall well‑being.

• Retirement Planning

  Prepare for your future with our 401(k) retirement plan, featuring an employer match to help you grow your savings.

• Global Opportunities & Local Impact

  Be part of a company that offers international collaboration and local empowerment, giving you the chance to make a real impact while building a global career.

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