Own plant‑level customer escalations end‑to‑end, serving as the single point of accountability for resolving customer‑impacting issues related to delays, backorders, production constraints, and downtime.
Establish clear ownership, interface clarity, and disciplined system use to ensure consistent handling of escalations and backorders across Plant Operations, Customer Service, and Sales.
Act as the customer advocate within plant operations, representing customer impact in prioritization, decision‑making, and cross‑functional discussions.
Ensure consistent, accurate documentation and visibility of issues through Salesforce and ERP systems, reinforcing standard processes and eliminating ad hoc tracking methods.
Drive continuous improvement by analyzing escalation trends and root causes and providing data‑driven insights to leadership to reduce recurring issues and improve operational effectiveness.

Bachelor’s degree and 2-3 years of experience in customer service, operations, supply chain, or manufacturing support role, or an equivalent combination of education and experience.
Strong understanding of order management, backorders, and lead-time dependencies
Experience working cross-functionally with Plant, Customer Service, and Sales teams
Proficiency with Salesforce and ERP systems (Titan preferred)
Excellent written and verbal communication skills
Proven ability to manage multiple priorities and drive issues to resolution
lifting should be limited to 50 lbs.

Customer Advocate – Operations Liaison

Key skills