Customer Solutions Manager

Basic Functions/job summary: Customer Solutions & Fulfillment Manager leads and elevates customer experience across our service, logistics, and delivery operations. This role acts as the central driver of cross-functional coordination, ensuring customer needs are met with precision, consistency, and care from initial inquiry to final delivery.

Examples of Work Performed / Essential Functions:

Customer Solutions Oversight

• Provides fast, accurate, and technically informed support to industrial customers with strong emphasis on issue resolution.
• Owns the resolution process for product-related complaints, and logistics issues, ensuring root cause identification, cross-functional coordination, and timely corrective actions.
• Partners closely with R&D and Operations teams to troubleshoot concerns, material inconsistencies, and challenges.
• Implements a closed-loop service tracking system to document customer issues, follow up on resolution status, and identify trends for process improvement.
• Conducts regular reviews of issue categories and response timeliness to improve SLAs, first-contact resolution rates, and overall customer satisfaction.
• Enhances long-term relationships through proactive account management and personalized support strategies.

Fulfillment & Delivery Management

• Oversees coordination with internal production, warehouse, and third-party carriers to ensure accurate and timely delivery of products.
• Tracks order fulfillment KPIs such as batch readiness, lead times, fill rates, and delivery compliance, using findings to eliminate bottlenecks.
• Optimizes inventory accuracy and batch traceability through close partnership with procurement and production planning teams.
• Supports fulfillment of custom blends and private-label orders with precision and attention to specification requirements.

Cross-Functional Collaboration

• Acts as a key liaison between Customer Solutions, Sales, R&D, Supply Chain, and Operations to align on customer requirements, raw material availability, and production schedules.
• Leads coordination calls and workstreams to ensure transparency and avoid fulfillment delays tied to formulation changes or material shortages.
• Drives continuous improvement initiatives targeting reduced lead times, waste elimination, and better customer communication on product availability and exceptions.

Analytics & Reporting

• Maintains dashboards for customer service responsiveness, delivery success rates, and order cycle times.
• Presents operational insights and strategic recommendations to leadership to optimize service efficiency and customer satisfaction.
• Contributes to budgeting and forecasting efforts for logistics and customer operations, incorporating seasonal demand variability and capacity constraints.