Customer Experience & Order Management Manager

Job TypeFull-timeDescriptionWinona Powder Coating is seeking a Customer Service & Order Management Manager to lead our customer service function in a fast-paced manufacturing environment. This role is key to ensuring smooth communication between customers, production supervisors, and internal teams, ensuring accurate order flow, strong customer communication, and disciplined use of our ERP system.This role will also serve as a key integrator between our ERP system and HubSpot CRM, ensuring alignment between customer communication, quoting activity, and order execution from initial customer engagement through shipment.This position is both customer-facing and systems-driven, requiring strong communication skills along with ownership of order management processes.RequirementsKey Responsibilities:Lead, develop, supervise, and support the customer service teamOwn the order management process from order receipt through shipmentReview and distribute all incoming orders providing guidance as neededEnsure accuracy and integrity of all data within the ERP system (orders, pricing, routing, and customer requirements)Ensure pricing accuracy and alignment between quoted pricing in HubSpot and executed orders in the ERP systemOwn and drive adoption of HubSpot CRM as a core customer communication and order intake toolEstablish and maintain standards for customer service notes, communication logs, and documentation within HubSpotLeverage CRM tools (mobile access, file uploads, photos) to improve visibility of customer requirements and part status across teamsEnsure alignment between HubSpot (quoting/customer activity) and ERP (order execution), including accurate transfer of part, pricing, and customer dataServe as the primary point of contact for customers regarding order status, timelines, and issue resolutionUtilize CRM insights to maintain awareness of customer activity, identify opportunities or risks, and strengthen customer relationships through proactive communication.Coordinate closely with production supervisors to align customer demand with production capacity and scheduling priorities.Support on-time delivery performance through proactive coordination, communication, and issue escalation across teamsAct as a key connector between office and shop floor operations, driving cross-functional collaboration and eliminating gaps between quoting, order entry, production, and shipmentDrive timely resolution of customer and invoicing discrepancies (credits, debits, etc.) and escalate issues as neededCoordinate the intake and setup of new parts using data captured through HubSpot, ensuring seamless transition into the ERP systemDevelop and maintain standardized processes for part creation and order entry, including handling legacy or incomplete data scenariosIdentify and drive improvements in ERP workflows and order management processes.Establish relationships with key supplier contacts needed to support process improvementSupport customer audits and ensure compliance with customer-specific requirementsProvide insight on system changes required to support customer demand and requirementsPlay a key role in the transition to a new ERP system (Steelhead), helping to define workflows, ensure data accuracy, drive user adoptionManage team scheduling (PTO), participate in hiring, and contribute to performance evaluationsDevelop a high-performing team focused on accountability, communication, and continuous improvementServe as a system leader and trainer for ERP and CRM tools, supporting onboarding and driving consistent usage across customer service and cross-functional teamsQualifications:3+ years of customer service experience in a manufacturing environment1+ year of leadership or supervisory experienceStrong ERP system experience required (Plex, Steelhead, or similar)Experience supporting ERP implementations or system transitions preferredStrong attention to detail and data accuracyStrong communication and problem-solving skillsAbility to work cross-functionally with production, quality, and finance teamsProven ability to lead and develop a team.Experience working with CRM systems (HubSpot preferred)Ability to lead system adoption and drive process discipline across teamsStrong business acumen with ability to connect customers' needs to operational execution