Customer Operations ManagerLocation : LocationUS-IA-Mason City OverviewKaman Industrial Technologies has an opening for an experienced Customer Operations Manager knowledgeable in the industrial products distribution business to join our team in Mason City, IA.The Customer Operations Manager is responsible for leading and managing customer service employees in assigned location(s) by providing direction to ensure customers receive exceptional service and achieve performance goals. You will manage the team members by instilling best practices and collaborating with various Kaman departments & vendors to maximize profitability and increase efficiency following company policies/procedures and standards of conduct.Kaman Industrial Technologies, a platform of Kaman Distribution Group, is a leading provider of industrial products and solutions. We are proud to be a one source network for customers in various industries including food and beverage, power generation, and waste management. With over 150 locations across the United States and four million products and services, our people are the foundation of our success. We recognize that the ability to sustain our competitive advantage is by investing in the development of our employees, driving innovation, and providing solutions for a better tomorrow.Essential Duties and ResponsibilitiesPeople Management & Workforce OptimizationResponsible for securing adequate staffing for all locations at all times following Company policy with visibility on a shared calendarBalance daily work load of the CS team to ensure customers are receiving highest level of serviceConducts at minimum bi-weekly or weekly visits to all assigned locations with set agendaDevelops, guides, coaches the CS team to continually provide the highest level of customer service to retain customersConducts the onboarding of all new employees for consistent best practices & proceduresContinually identifies, develops & coordinates training for all employees to maximize profit, process improvement efficiency gains, and/or vendor training for product knowledgeEnsures a clean facility (desks, warehouse, break rooms, bathrooms) and equipment is properly maintained at all assigned locationsCreates and enforces daily schedule at assigned locations for opening/distributing daily mail, branch email inbox and faxes receivedSets standards/expectations with customer service team on organization, professional handling with customer communication via phone and emailEstablishes goals and expectations for all employees and delivers annual performance reviewsDelivers performance feedback and coaching on a regular basis including corrective action as necessaryParticipates in the interviewing and hiring process for new employeesCompletes & maintains employee records for payroll as requiredPersonally follows and ensures adherence to all company policies and procedures including but not limited to the Kaman Code of Business Conduct & Ethics and all safety requirements Customer Service LeadershipManages team of customer service employees (CSRs, CSAs, SSRs, SARs, SAs, etc) to guarantee we are responding to all customer inquiries in a timely manner with the CS team:Quotations should be first call resolution or 24 hour maximum response time & created in Kaman systemOrder Entry must be completed same day as order received with accuracyVendor Order should be completed at the time of order entry utilizing Kaman inventory or DVAT technology with alternatives of EDI or fax/emailing.Vendor Order Acknowledgements must be received within 24 hours verified for accuracyExpediting conducted on a proactively basis 1 week prior to expected delivery date - Other request must be completed within 24 hoursConducts cross training with all CS team members to ensure they have the knowledge, understanding and ability to execute any requirement to service our customers at any timeVerifies customer notes in Kaman system are maintained & reviewed by CS team to service a