Customer Service Manager, Admixtures

Join MAPEI, a worldwide leader in the manufacturing of construction materials, as a Customer Service Manager – Admixtures. In this pivotal role, you will lead a dynamic customer service team, oversee order fulfilment, and collaborate with Sales, Operations, and Shipping to ensure on-time delivery and exceptional customer experiences. Your leadership will directly impact national accounts, project execution, and the continuous improvement of our customer service operations.

Responsibilities

• Lead, coach, and develop the Customer Service team, including training, scheduling, performance management, and compliance with company policies.
• Build strong relationships with Sales, Operations, Shipping, and Accounting to ensure seamless customer experiences.
• Partner with Operations to maintain adequate inventory levels and support daily business and project needs.
• Direct order fulfilment processes (order entry, administration, shipping, tracking) to achieve on-time, accurate delivery.
• Manage key national accounts, monitoring inventory and ensuring service levels are consistently met or exceeded.
• Participate in daily production and planning meetings to review ship dates, backorders, and order revisions.
• Resolve escalated customer complaints, analyse root causes, and recommend process improvements.
• Collect and interpret sales, order, and inventory data to support business decisions and continuous improvement.
• Drive process, system, and technology enhancements in alignment with the National Customer Service Manager.
• Foster a culture of best practices, ongoing training, and cross-coverage to strengthen team performance.
• Conform with and abide by all regulations, policies, work procedures, safety rules and instructions.
• Performs other duties as requested or assigned.

What's in it for you 

• In this role, you will earn a competitive salary ranging from $80,000 to $90,000 per year, depending on your experience and qualifications. 
• This position is also eligible for an annual discretionary bonus, which is a variable percentage of your base salary, based on individual performance and company results.
• FREE MEDICAL INSURANCE for our employees or the option of a highly competitive medical plan with minimal monthly employee contributions and zero deductibles
• 17 Days of paid, sick and vacation time annually (days are prorated in year one).
• 401K retirement with up to 6% matching program.
• Excellent dental, vision programs, flex spending accounts, employer paid life insurance and free tele-med physician services.
• Various other company employee-centric perks initiatives; tuition reimbursement programs, discounted home/auto insurance programs, supplemental life insurance, and more.

Qualifications

• Requires a minimum of a high school diploma or equivalent; a Bachelor’s degree is preferred, plus a minimum of five (5) years of related experience, or any equivalent combination of related training and experience.
• Proficient in Windows-based PC use, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and Internet navigation.

Equal Opportunity Employer – Minority/Female/Disability/Veteran (M/F/D/V)

MAPEIN

MAPEI is a world leader in the manufacturing of solutions of excellence for the building industry. Founded in Milan in 1937, MAPEI has more than 11,000 employees worldwide, with 100 subsidiaries in 57 countries and 86 manufacturing plants in 35 nations.  Working for MAPEI

Our products are sold in residential and commercial channels, including national retail organizations. Some of our products include mortars, grouts, adhesives, concrete restorations products and various types of concrete and cement admixtures. We are extremely focused on green and sustainability initiatives, currently channeling 70% of our research work done into the development of sustainable products.

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