{"id":1683000,"url":"https://alion.io/job/dlf-customer-service-manager","title":"Customer Service Manager","company":{"id":2166804,"name":"DLF","domain":"dlf.com","url":"https://alion.io/company/dlf-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"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":["Albany, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":114000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1388},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-09-30T00:00:00Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-05T00:45:57Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"DLF North America is currently recruiting for a Customer Service Manager for our operation located in Albany, Oregon.\nDLF Group is the world leader in the development and sale of high-quality grass seeds for the agricultural and (professional) lawn market. By continuously developing new innovative varieties and products, and with a strong focus on quality and reliability, DLF Group offers demonstrable value to the business of their customers and other relationships.\nDLF North America SBU, is one of our four Strategic Business Units. DLF employees are characterized by a high level of competency, passion, and commitment. In everything we do we act with respect, trust and integrity.\nCome grow with DLF! Join a winning team!\nCheck us out www.dlf.com (Global) & www.us.dlf.com (USA) & www.ca.dlf.com (CA) & visit our careers page at careers.dlf.com.\nAbout the job\nThe Customer Service Manager drives excellence across customer service operations through leadership, structured processes, and continuous improvement. The role leads team development, customer experience programs, and operational execution while ensuring systems and technologies are effectively utilized to support customer and business outcomes.\nWorking closely with Sales, Planning, Production, Inventory, and other functional teams, the Customer Service Manager ensures customer requirements are met while supporting scalable and standardized business practices aligned with future organizational growth.\nEssential Duties and Responsibilities:\nTeam Leadership & Development\nLead and develop a high-performing customer service team, creating a collaborative and customer-focused environment.\nRecruit, onboard, and develop team members to ensure capability aligns with current and future business needs.\nEstablish performance expectations and objectives, providing coaching, mentoring, and ongoing feedback.\nConduct regular performance discussions and development planning activities.\nRecognize and celebrate achievements while fostering accountability and continuous improvement.\nPromote a positive team culture that supports engagement, adaptability, and operational excellence.\nEnsure resources are appropriately structured and aligned to seasonal and operational demands.\nCustomer Experience\nDevelop and champion customer experience strategies aligned with business objectives.\nPartner with cross-functional teams to improve customer journeys and overall customer satisfaction.\nUtilize the Net Promoter Score (NPS) process and associated metrics, identifying trends and improvement opportunities.\nMonitor and analyze customer feedback, satisfaction measures, retention metrics, and loyalty indicators.\nPrepare and communicate customer experience insights and recommendations to leadership teams.\nDevelop and maintain customer service standards and operating guidelines to ensure a consistent customer experience.\nPromote customer-centric behaviors and best practices throughout the organization.\nIdentify emerging customer experience trends and attend relevant industry events and forums to support continuous learning and innovation.\nOperational Effectiveness\nEnsure the team provides proactive and effective communication regarding product availability, supply risks, and customer impacts.\nProvide recommendations and feedback to improve operational performance, including participation in seasonal and post-season reviews.\nEnsure processes are in place to deliver products that meet defined quality and specification requirements.\nMonitor inventory levels and work closely with Planning and Procurement teams to ensure supply requirements are understood and actioned.\nSupport inventory-related activities including retesting programs, inventory optimization initiatives, and coordination of surplus or out-of-spec inventory activities.\nEnsure freight activities are effectively coordinated and consolidated to optimize cost and customer outcomes.\nMonitor service performance and identify opportunities to improve operational efficiency and customer outcomes.\nSystems & Process Leadership\nLead and support the implementation and adoption of systems and technologies across customer service operations.\nDrive effective use of Customer Relationship Management systems, ensuring customer interactions, activities, and insights are accurately captured and leveraged.\nChampion Customer Relationship Management best practices and ensure data quality standards are maintained.\nProvide coaching and training to improve system capability and utilization across the team.\nLead effective utilization of ERP systems including Navision and future business systems.\nMonitor process performance and system usage to identify opportunities for simplification and improvement.\nCollaborate with functional and technology teams to resolve issues and implement enhancements.\nCross-Functional Collaboration & Continuous Improvement\nWork closely with Sales, Planning, Inventory, Production, Procurement, and Logistics teams to align customer requirements with operational execution.\nParticipate in operational and planning forums to identify risks, constraints, and improvement opportunities.\nLead or support continuous improvement initiatives focused on customer service effectiveness and process optimization.\nSupport standardization of processes and implementation of best practices across teams and locations.\nIdentify opportunities to improve accuracy, efficiency, and performance.\nPrepare reports and recommendations for operational and leadership teams.\nSupport root cause investigations and corrective action activities.\nOther Duties\nParticipate in team meetings and continuous improvement initiatives.\nPerform other duties as assigned by the manager.\nQualificat ions:\n5+ years of experience in customer service, supply chain, customer operations, or related leadership roles within a manufacturing, agriculture, or operational environment.\nPrevious people leadership experience with demonstrated success leading and developing teams.\nStrong understanding of customer service processes, inventory principles, and operational workflows.\nExperience using ERP systems (Navision, SAP, Oracle, Business Central, or equivalent).\nExperience with CRM platforms and customer service systems.\nStrong analytical, problem-solving, and communication skills.\nStrong organizational capability with demonstrated ability to manage competing priorities.\nProficient with Microsoft Excel and reporting tools; Power BI experience desirable.\nPreferred\nBachelor's degree in Business, Supply Chain, Operations Management, or related discipline.\nExperience within agriculture, seed, or manufacturing industries.\nExperience leading customer experience initiatives and performance metrics programs.\nCompensation and Benefits:\nDLF USA Inc. offers a compensation plan that includes a base salary, benefits that include medical, dental, vision, life and disability insurance, retirement savings plan with company contribution, paid holidays, vacation, and personal days. Compensation will be based on experience.\nWhy work for DLF?\nWe do good things! Grass is more than just a pretty sight - it helps fight climate change by trapping carbon and preventing soil erosion, making it a vital ally in preserving the environment. Grass acts as a natural filter, purifying water and improving air quality, while also providing essential habitats for diverse wildlife, showcasing its crucial role in supporting biodiversity and sustaining ecosystems. Grass feeds animals. Grass produces oxygen. Just a few reasons.... and many more! Check us out!\nIf you meet the above qualifications and are interested in joining our DLF team, please send your resume and cover letter highlighting your talent and why you fit this role to https://careers.dlf.com. Please choose this role under the North America careers.\nWe thank all applicants who apply for this position but advise only those applicants selected for an interview will be contacted. DLF is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection, and placement process. Alternate format available upon request.","description_format":"text","description_chars":8285,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Seeds"],"lifecycle":[{"event":"open","at":"2026-10-02T09:52:15Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.848,"p_room":1,"age_days":4,"expected_fill_days":30,"reasons":["conf:0","win:early"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/dlf-customer-service-manager","json_url":"https://alion.io/job/dlf-customer-service-manager.json","meta":{"generated_at":"2026-10-05T03:34:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4849,"day_limit":5000,"remaining_today":151,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}