Customer Service/Production Scheduling Manager

Description:  Responsible for all aspects of customer care. Additionally, manage installations, product wizards, service, repairs, samples, and call center. Ensure customer satisfaction through service levels, responsiveness and problem solving. Develop systems, processes, and automation to improve efficiency or effectiveness. Will also be responsible for managing development, organizing, and maintaining the overall production schedule plan to support the division’s sales and customer service objectives.

Organizational Impact: Plans and sets day-to-day operational objectives for a team of support personnel within a clearly defined area. Delegates tasks to a team to achieve operational targets, service standards, etc. Typically, does not have budget accountability, but may manage day-to-day spreadsheets or elements of the budget (e.g., overtime for staff, expense monitoring).

Position Type:  Full-time, Exempt

Knowledge & Experience: 

• Associate degree required, Bachelor’s Degree preferred in Business, Supply Chain, or related field.
• Minimum of 3 years of customer service or account management experience, ideally in a manufacturing environment.
• Minimum 5 years’ experience in a production scheduling position. 
• Proven ability to supervise and coach team members to achieve performance goals.
• Strong understanding of order management, international shipping processes, and issue resolution (credit memos, quality concerns, customs, etc.)
• Previous experience managing manufacturing scheduling to include maintaining stocking levels, weekly and monthly production scheduling and daily interface with Dir of Manufacturing.
• Proficient in Microsoft Office and experienced with ERP/CRM systems; quick to learn new technologies.
• Demonstrated leadership and problem-solving skills, with expertise in communication, organization, and project management, committed to continuous improvement and customer satisfaction.
• Ability to collaborate cross-functionally with departments to support business objectives.
• Strategic thinker, strong analytical skills, able to synthesize considerable and complex data.
• Capable of utilizing spreadsheet and ERP-type software in managing the planning process.
• Willingness and ability to be flexible and adapt to changing job requirements.

Essential Functions | Accountabilities | Performance Measures

• Supervise team members by overseeing onboarding, training, and daily operations, while providing coaching, training, support, and guidance to assist in their growth and development and ensure performance goals are met.
• Supervise and support the management of inbound customer inquiries and assigned accounts/territories, ensuring accurate, timely, and professional communication while serving as the primary point of contact to deliver high levels of service and satisfaction throughout the order lifecycle.
• Oversee end-to-end order management, including entering orders, verifying inventory availability, communicating delivery timelines, coordinating with freight forwarders, supporting customs clearance, providing invoices, and tracking shipments through final delivery.
• Manage the resolution of credit memos, direct billing, and quality assurance issues related to international shipments, ensuring timely and accurate processing in alignment with company standards and customer expectations.
• Develops and maintains an accurate Master Schedule that is aligned with the sales forecast plan.
• Monitors, analyzes, and maintains key planning parameters including lead times and safety stocks.
• Releases work orders in accordance with the Master Schedule and MRP to support the necessary supply to support customer demand.
• Supports and implements the policies, procedures, systems, and programs required to meet department and company objectives.
• Demonstrate consistent reliability by maintaining regular attendance and adhering to the established work schedule in support of team and business objectives.
• Support, communicate, and reinforce and defend the mission, vision, values, and culture of the organization. 
• Comply with all CFS requirements and adhere to all safety policies and procedures.
• Other duties as assigned.

  Certificates | Licenses | Registrations:  None

 Travel Required: None

Work Environment: Office

Physical Demands:

• Sit for extended periods while using computers and other office equipment.
• Perform repetitive tasks such as typing and using a mouse, requiring fine motor skills.
• Navigate office spaces and participate in meetings, potentially involving travel.
• Maintain focus on computer screens and manage varying workloads and deadlines.
• Communicate effectively, necessitating good auditory and visual acuity.
• May share workspace with others.

The physical and work environmental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

 About Piper Products

Piper Products, located in Wausau, Wisconsin, is a leading manufacturer of foodservice equipment serving schools, healthcare facilities, restaurants, grocery stores, convenience stores, and other commercial food operations. Since 1960, Piper has built a reputation for producing high-quality cafeteria and buffet serving systems, food transport equipment, blast chillers, food merchandisers, and custom millwork solutions. As part of CFS Brands, Piper is committed to innovation, quality, and delivering practical solutions that help customers serve food safely and efficiently.