Customer Experience & Order Management Manager at Winona Powder Coating Inc – Etna Green, Indiana

Winona Powder Coating is seeking a Customer Service & Order Management Manager to lead our customer service function in a fast-paced manufacturing environment. This role is key to ensuring smooth communication between customers, production supervisors, and internal teams, ensuring accurate order flow, strong customer communication, and disciplined use of our ERP system.

This role will also serve as a key integrator between our ERP system and HubSpot CRM, ensuring alignment between customer communication, quoting activity, and order execution from initial customer engagement through shipment.

This position is both customer-facing and systems-driven, requiring strong communication skills along with ownership of order management processes.

Key Responsibilities:

• Lead, develop, supervise, and support the customer service team
• Own the order management process from order receipt through shipment
• Review and distribute all incoming orders providing guidance as needed
• Ensure accuracy and integrity of all data within the ERP system (orders, pricing, routing, and customer requirements)
• Ensure pricing accuracy and alignment between quoted pricing in HubSpot and executed orders in the ERP system
• Own and drive adoption of HubSpot CRM as a core customer communication and order intake tool
• Establish and maintain standards for customer service notes, communication logs, and documentation within HubSpot
• Leverage CRM tools (mobile access, file uploads, photos) to improve visibility of customer requirements and part status across teams
• Ensure alignment between HubSpot (quoting/customer activity) and ERP (order execution), including accurate transfer of part, pricing, and customer data
• Serve as the primary point of contact for customers regarding order status, timelines, and issue resolution

Utilize CRM insights to maintain awareness of customer activity, identify opportunities or risks, and strengthen customer relationships through proactive communication.

• Coordinate closely with production supervisors to align customer demand with production capacity and scheduling priorities.
• Support on-time delivery performance through proactive coordination, communication, and issue escalation across teams
• Act as a key connector between office and shop floor operations, driving cross-functional collaboration and eliminating gaps between quoting, order entry, production, and shipment
• Drive timely resolution of customer and invoicing discrepancies (credits, debits, etc.) and escalate issues as needed
• Coordinate the intake and setup of new parts using data captured through HubSpot, ensuring seamless transition into the ERP system
• Develop and maintain standardized processes for part creation and order entry, including handling legacy or incomplete data scenarios
• Identify and drive improvements in ERP workflows and order management processes.
• Establish relationships with key supplier contacts needed to support process improvement
• Support customer audits and ensure compliance with customer-specific requirements
• Provide insight on system changes required to support customer demand and requirements
• Play a key role in the transition to a new ERP system (Steelhead), helping to define workflows, ensure data accuracy, drive user adoption
• Manage team scheduling (PTO), participate in hiring, and contribute to performance evaluations
• Develop a high-performing team focused on accountability, communication, and continuous improvement

Serve as a system leader and trainer for ERP and CRM tools, supporting onboarding and driving consistent usage across customer service and cross-functional teams

Qualifications:

• 3+ years of customer service experience in a manufacturing environment
• 1+ year of leadership or supervisory experience
• Strong ERP system experience required (Plex, Steelhead, or similar)
• Experience supporting ERP implementations or system transitions preferred
• Strong attention to detail and data accuracy
• Strong communication and problem-solving skills
• Ability to work cross-functionally with production, quality, and finance teams
• Proven ability to lead and develop a team.
• Experience working with CRM systems (HubSpot preferred)
• Ability to lead system adoption and drive process discipline across teams
• Strong business acumen with ability to connect customers’ needs to operational execution