Customer Service Manager

Westlake Plastics is a world-leading manufacturer in extrusion and compression molding technologies of high-performance thermoplastics. Close collaboration with our customers and new product development have been the hallmarks of our 75 years of success. Accordingly, we work in close conjunction with resin suppliers and end users to develop new products for critical customer needs, as well as industry specific standards.

We are seeking an experienced and motivated Customer Service Manager to lead our Inside Sales team in a dynamic plastics manufacturing environment. This role is responsible for ensuring superior customer service, optimizing order fulfillment processes, and supporting the sales cycle from quote to delivery. The ideal candidate will have strong leadership abilities, excellent communication skills, and a deep understanding of B2B customer service in a manufacturing setting.

Key Responsibilities:

Ø Team Leadership:

· Supervise and mentor the inside sales/customer service team.

· Establish performance goals and KPIs; monitor and review team and individual results.

· Provide coaching, conflict resolution, and career development for team members.

Ø Customer Service Management:

· Ensure timely and accurate order processing, quoting, and delivery coordination.

· Handle escalated customer issues and resolve complaints effectively.

· Maintain and improve customer satisfaction and retention.

Ø Sales Support:

· Collaborate with the outside sales team to support new business development.

· Assist in pricing, quoting, and contract administration.

· Analyze customer accounts and order trends to identify opportunities for upselling or process improvement.

Ø Process & System Optimization:

· Implement best practices in customer service and order management.

· Work with production and logistics teams to ensure on-time delivery and customer communication.

· Manage CRM and ERP systems for data accuracy and reporting.

Ø Reporting & Analytics:

· Track and report on customer service metrics and sales support performance.

· Generate regular reports on order status, lead times, and customer feedback.

Qualifications:

Ø Bachelor's degree in Business Administration, Sales, Supply Chain, or related field (preferred).

Ø 5+ years of customer service experience, with at least 2 years in a leadership role.

Ø Experience in plastics or manufacturing industry is strongly preferred.

Ø Proficiency in ERP/CRM systems (SAP, Salesforce, or equivalent).

Ø Strong problem-solving, organizational, and communication skills.

Ø Ability to thrive in a fast-paced, team-oriented environment.

Additional Preferred Skills:

Ø Knowledge of resin types, plastic conversion processes, or industrial supply chain.

Ø Experience managing OEM and distribution customer relationships.

Ø Lean or Six Sigma training is a plus.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location: In person