{"id":3426752,"url":"https://alion.io/job/calumet-customer-service-manager","title":"Customer Service Manager","company":{"id":2299932,"name":"Calumet","domain":"calumet.com","url":"https://alion.io/company/calumet","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":98,"open_postings":16,"ghost_share":0,"stale_share":0.063,"repost_share":0,"time_to_fill_p50_days":50,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Indianapolis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":95000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":3574},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-28T04:00:00Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-02T09:36:03Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"PURPOSE AND ROLE\nThe Customer Service Manager provides strategic and operational leadership for a customer support department. The position leads the Customer Service Supervisor and assigned customer support representatives, ensuring timely and accurate order fulfillment while strengthening employee capability, customer satisfaction, and process effectiveness. The Manager partners with Sales, Pricing, Plant Operations, Credit, Supply Chain, and other order-to-cash (OTC) functions and serves as the primary leadership escalation point for complex customer, employee, and business issues. This role is accountable for department performance, workforce planning, leadership development, continuous improvement, and alignment with the Customer Support Director's priorities.\nKEY RESPONSIBILITIES\nLead the assigned customer support department, including the Customer Service Supervisor and any designated direct-report employees.\nAlign departmental goals, operating plans, staffing strategies, and measurable performance expectations with the Customer Support Director’s priorities.\nCoach and develop the Customer Service Supervisor, establish clear decision rights, and hold the Supervisor accountable for daily team execution, coaching cadence, service levels, and follow-through.\nOwn departmental workforce planning, workload and account alignment, coverage strategy, succession planning, and recommendations for staffing or organizational changes.\nReview customer support KPIs and operating trends; identify performance gaps, assign corrective actions, and report progress, risks, and recommendations to the Customer Service Director.\nLead complex customer escalations and cross-functional issues that cannot be resolved at the Supervisor level, balancing customer needs, commercial commitments, and operational constraints.\nOversee employee performance management, development planning, annual reviews, and formal corrective-action processes in partnership with Human Resources and the Supervisor.\nEnsure consistent onboarding, training, cross-training, and knowledge transfer; approve training priorities and confirm team readiness for process, policy, portfolio, and system changes.\nSponsor process improvement and root-cause analysis involving order fulfillment, contract administration, complaints, disputes, customer portals, training, or system enhancements.\nEnsure Customer Service work instructions and SOPs remain current, controlled, and aligned with business-owner requirements.\nPromote effective use and adoption of SAP and other customer support systems; coordinate change management for system or process enhancements.\nIdentify and lead responsible use of AI, automation, and digital tools to improve customer responsiveness, reduce manual work, strengthen data quality, and support employee decision-making.\nPromote adoption of approved AI-enabled tools while ensuring appropriate human review, data privacy, accuracy, and compliance with company policies.\nBuild collaborative relationships with Sales, Pricing, Plant Operations, Credit, Supply Chain, and OTC partners to improve order accuracy, on-time delivery, and customer satisfaction.\nEnsure complaints and disputes assigned to Customer Service are documented, routed, investigated, and supported with corrective actions as required.\nProvide leadership coverage for the Customer Service Director and collaborate with peer managers to maintain consistent standards across departments.\nComplete other duties and business initiatives as assigned.\nREQUIRED QUALIFICATIONS\nBachelor's degree in Business, Supply Chain, Management, or a related field, or equivalent relevant experience.\n5+ years of customer service, account management, order fulfillment, or related experience, including at least three years leading people.\nDemonstrated experience managing service-level commitments, employee performance, customer escalations, and cross-functional business processes.\nEXPERIENCE AND SKILLS\nStrong leadership judgment, coaching capability, and ability to lead through organizational or process change.\nAdvanced analytical, problem-solving, prioritization, and organizational skills.\nExcellent written and verbal communication, with the ability to present risks, results, and recommendations to leadership and business partners.\nAdvanced proficiency with Microsoft Excel, PowerPoint, Word, and Outlook; proficiency with ERP and customer support systems, with SAP experience preferred.\nExperience using AI-enabled productivity, analytics, or customer-support tools to summarize information, identify trends, improve workflows, and support business decisions is preferred.\nAbility to evaluate AI-generated content for accuracy, business context, confidentiality, and appropriate use.\nWorking knowledge of order-to-cash processes, customer onboarding, order management, complaint resolution, and continuous-improvement methods.\nMEASURES OF SUCCESS\nDepartment meets defined service, quality, order-fulfillment, and customer-experience targets.\nSupervisor effectiveness is demonstrated through consistent coaching, accountability, coverage, and issue resolution.\nEscalations are resolved at the appropriate level with clear ownership, communication, and corrective action.\nStaffing, training, succession, and cross-training plans reduce operational risk and support business continuity.\nImprovement actions produce sustainable gains in process consistency, employee capability, system adoption, and customer satisfaction.\nDigital, automation, and AI-enabled improvements produce measurable gains in response time, process efficiency, consistency, data quality, or customer experience.","description_format":"text","description_chars":5649,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Chemical Manufacturing","Oil & Gas"],"lifecycle":[{"event":"open","at":"2026-10-28T22:45:37Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":5,"expected_fill_days":50,"reasons":["conf:0","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/calumet-customer-service-manager","json_url":"https://alion.io/job/calumet-customer-service-manager.json","meta":{"generated_at":"2026-11-02T13:14:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17960,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2299932},"rest":"https://alion.io/mcp/rest/get_company?id=2299932"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcalumet-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcalumet-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcalumet-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/calumet-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcalumet-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3426752}},{"tool":"search_jobs","arguments":{"company":"calumet.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3426752},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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