Key skills
ERPSalesforceCRMLeadershipProject ManagementCommunicationNegotiationAccount Management
About this role
Role Overview
- Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders.
- Manage supplier orders.
- Manage On time shipments with suppliers and assist suppliers with manufacturing challenges.
- Perform open order reports with customers.
- Manage the fulfillment of complex orders.
- Project manage high line item bill of material orders.
- Serve as the escalation point for frontline support teams, providing guidance and hands-on resolution.
- Coordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues.
- Monitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded.
- Proactively identify trends or systemic issues and propose scalable solutions to reduce future case volume.
- Create and maintain documentation, workflows, and knowledge bases to support internal training and process improvements.
- Coach and mentor junior case managers and support staff.
- Communicate effectively with executive leadership when required, providing data-driven insights and status updates.
Requirements
- 5+ years of experience in customer support, case management, supply chain operations, or a related field, preferably in a tech, manufacturing, or logistics environment.
- Proven ability to resolve high-pressure, time-sensitive cases with a customer-first mindset.
- Strong communication, negotiation, and conflict resolution skills.
- Experience as a QE or SQE.
- Project management experience.
- Supplier Management.
- CNC Experience is a bonus.
- Familiarity with CRM systems such as Salesforce or Zendesk; experience with ERP tools and logistics platforms a plus.
- Comfortable working with data to track KPIs and identify root causes.
- High degree of ownership, initiative, and accountability.
- Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred.
Tech Stack
- ERP
Benefits
- 401(k) match
- Medical, dental and vision insurance
- Life and disability insurance
- Generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave
- EAP, other wellbeing resources