Customer Service Manager

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Description
At Weyerhaeuser we pride ourselves on safety, employee development and delivering exceptional service and building long-lasting relationships with our customers.
We are an industry leader in Wood Products, committed to innovation, quality, and customer satisfaction.
Our team is driven by passion, integrity, and a dedication to excellence.
As we continue to grow, we are looking for a dynamic and experienced Customer Service Manager to join our team and lead our customer service department to new heights.
Are you a seasoned professional with a proven track record in customer service management? Do you have the skills to inspire and lead a team to deliver outstanding service? If so, we want to hear from you! As our Customer Service Manager, you will oversee all aspects of our customer service operations, ensuring our customers receive the highest level of support and satisfaction.
You will play a key role in shaping the customer experience, implementing strategies to improve service efficiency, and fostering a customer-centric culture within the organization.
We are honored to have been named one of the World's Top Ethical Companies for 10 years, among other accolades.
We invest in company culture and hold regular events to enhance teamwork and give back to communities, both large and small, of which we form part of the fabric.
This Customer Service Manager role is an excellent opportunity for an individual to join Weyerhaeuser's Supply Chain team and grow within an organization that will invest in the individual.
This position reports to the Director of Supply Chain and is based at our HQ in Pioneer Square Seattle, WA.
position will report out of Weyerhaeuser's Seattle Headquarters with the flexibility to work a hybrid schedule (up to 3 days per week in the office).
Objectives
Our dedication to excellence and customer satisfaction drives everything we do.
We are seeking a visionary Customer Service Manager to champion automation and process improvements to elevate our customer service experience to new heights.
This role includes:
Developing and leading our Customer Service success strategy across different Lines of Businesses (LOBs).
Partners closely with sales and supply chain leaders to ensure that we are effectively executing customer commitments and sales plans.
Leads continuous improvements in customer service to minimize disruptions.
Develops relationships through effective communication with cross functional key stakeholders to understand
opportunities and requirements, driving alignment and improving the impact and effectiveness of the customer
service organization.
Establish strategic relationships with customers to understand their operating environment,
requirements and unique needs.
Develops and executes team strategy across Wood Products and uses metrics to drive efficiencies, maintain and
increase service levels, and ultimately reduce or eliminate disruptions to customers and ensure customer
success.
Partners closely with Sales, Supply Chain and Sales Enablement to continually monitor & improve end-to-end
customer journeys that deliver exceptional product and service.
Actively seeks out and uses current/new technology and tools to help solve problems, benchmark against
competitors and establish best in class systems to gain efficiencies and unlock value.
Deep knowledge of customer service and technology principles and concepts in the areas of customer
orientation, metrics, automation and customer management.
Proven track record in development and leading high performing teams.
Ability to hire and retain through
successful mentoring, coaching and people development.
Proven ability to drive change and effectively influence all levels of the business.
Excellent communication skills (written and verbal), able to convert ideas and concerns clearly and persuasively
Detail-oriented, strategic, quantitative and analytical skills with an innovative approach to problem solving
Effectively manages and uses data to provide insights and direction

Additional Qualifications/Responsibilities

Qualifications
High School/GED.
BS/BA or higher highly preferred
6 + years of customer service/supply chain leadership
Proficiency in supply chain software, enterprise resource planning (ERP) systems.
SAP experience preferred.
Ability to use Power BI / Excel / SQL or equivalent.
Core Skills and Capabilities People development, performance management and leading others
Ability to train, coach and mentor team members and stakeholders through change and development.
The ability to translate business goals and metrics into business process outcomes.
Effective communicator that can develop and deliver concise, accurate oral and written communication with various stakeholders and audiences.
Excellent interpersonal and negotiation skills with a proven ability to create and maintain positive working relationships with stakeholders (collaborate effectively across departments and interact with internal and external stakeholders)
Ability to facilitate development and implementation of solutions across functional business lines.
What We Offer:

Compensation:
This role is eligible for our annual merit-increase program, and we are targeting a salary range of $104,310 to $156,464 based on your level of skills, qualifications, and experience.
You will also be eligible for our Annual Incentive Program, which offers a cash bonus targeting 15% of base pay.
Potential plan funding may range from zero to two times that target.
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