Lead Customer Service Representative

CYFAH LLC dba Woodrow in Springfield, Ohio is seeking a highly analytical Lead Customer Service Representative to join our manufacturing operations team. In this role, you won't just process orders, you will oversee and manage the intersection of client needs, supply chain logistics, and production data.

The ideal candidate thrives in a fast-paced manufacturing environment and is an expert at leveraging Microsoft Dynamics 365 to track complex order life cycles and identify operational bottlenecks.

• Order Analysis & Management:
  Manage endtoend order processing within Microsoft Dynamics 365, ensuring technical specifications, lead times, and shipping logistics align with production capacity.
• Root Cause Analysis:
  Investigate order discrepancies, shipping delays, or quality claims by auditing production logs and supply chain data.
• Data Driven Reporting:
  Utilize Dynamics 365 dashboards to track fulfillment metrics and provide weekly reports on "OnTime, InFull" (OTIF) performance.
• Cross Functional
  
  Collaboration:
  
  Act as the analytical bridge between the customer, the sales team, and the shop floor to resolve scheduling conflicts or inventory shortages.
• Process Improvement:
  Identify recurring friction points in the ordertocash cycle and propose data backed solutions to streamline the workflow.
• Shipping & Receiving:
  Supporting the team to ensure that shipments are processed on time to maintain a 90% or higher KPI for ontime shipments.

• Technical Expertise:
  Direct experience using Microsoft Dynamics 365 (F&O or Customer Service modules) is required.
• Industry Knowledge:
  Minimum 2+ years of experience in a manufacturing or industrial distribution setting.
• Analytical Mindset:
  Ability to interpret production schedules, inventory levels, and BOM (Bill of Materials) data to provide accurate updates to clients.
• Mathematical Proficiency:
  Comfortable performing calculations regarding unit conversions, freight costs, and volumebased pricing.

• Experience with Power BI integration within the Dynamics ecosystem.
• Familiarity with Lean Manufacturing or Six Sigma principles.
• Prior experience handling "Justin Time" (JIT) shipping requirements.