Customer Operations Manager

Overview

The Customer Operations Manager is responsible for overseeing the entire order-to-cash cycle, ensuring operational excellence, customer satisfaction, and continuous process improvement. This role requires strong collaboration across supply chain, sales, finance, and logistics teams, as well as expertise in ERP/CRM systems (SAP and Salesforce). The ideal candidate will be a strategic leader with proven experience in driving efficiency, managing escalations, and implementing best practices to enhance customer experience.

• Oversee the complete order-to-cash cycle, including order validation, backlog management, change orders, fulfillment coordination, and issue resolution.
• Partner with supply chain, production, and logistics teams to ensure on-time delivery and resolve fulfillment issues.
• Maintain accurate and complete order data in ERP/CRM systems (SAP and Salesforce).
• Provide order status reports and customer insights to sales leadership and operations.
• Develop and implement SOPs to streamline order management and improve service delivery.

• Ensure high standards of customer satisfaction through timely resolution of inquiries and issues across all sales channels.
• Handle escalations and resolve order-related customer issues effectively.
• Communicate with external partners throughout the supply chain to ensure on-time delivery.
• Collaborate internally with sales, product engineering, finance, credit, factories, and warehouses to meet customer requirements.
• Maintain knowledge of products, services, policies, and procedures.
• Determine best methods to achieve customer satisfaction while adhering to company policies.

• Leverage technology to enhance customer experience and streamline internal processes.
• Adapt quickly to changing customer expectations, technologies, and market conditions.
• Recommend and implement ideas for improvement to achieve work efficiencies.
• Establish and drive industry-leading KPIs, using data to identify improvement opportunities.

• Education:
  
  Business Administration degree or equivalent work experience preferred.
• Experience:
  
  Minimum 7 years of relevant sales/administrative management support; prior front-line business experience preferred.
• Strong knowledge of ERP and CRM systems (SAP and Salesforce).
• Advanced PC skills (Word, Outlook, PowerPoint) and advanced Excel proficiency.

• Extensive experience in customer satisfaction management, team development, and process optimization.
• Skilled in managing diverse teams, including remote or multi-location staff.
• Ability to lead and inspire teams through change and transition.

• Proven ability to collaborate effectively across multiple departments.
• Strong interpersonal, communication, and conflict-resolution skills.
• Skilled in managing high volumes of email requests efficiently.

• Track record of improving order accuracy, fulfillment time, and customer satisfaction.
• Proficient in identifying and expediting critical issues for timely resolution.
• Knowledgeable in Lean, Six Sigma, and process improvement methodologies.
• Forward-thinking with a focus on integrating AI and enhancing leadership.

Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here’s what you can expect:

• Health Benefits– Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits– Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Panasonic Retirement Savings & Investment Plan (PRSIP)– 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits– Vacation, holidays, personal days, sick leave, volunteer, and parental & caregiver leave.
• Educational Assistance– Tuition reimbursement for job-related courses after six months of service.
• Health Management and…