Customer Care Manager

The Customer Care Manager is responsible for Alliance Laundry Systems order desks based in North America.? This function is responsible for day-to-day order management, demand coordination, analysis related to sales forecasts, equipment and parts export, and daily management of teams supporting North America and International customers.

The manager must be hands-on, organized, resourceful, and pragmatic with good judgment.? This role requires an individual who recognizes the immediate and long term needs and is capable of taking appropriate and timely action with minimal guidance.

The Customer Care Manager supports internal departments and a wide variety of Alliance Laundry Systems customers.? Moderate travel is required to meet customers, manage complex cases and perform quality assurance controls.

Operations Management:

????????? Accountable for qualitative and quantitative work of order desk department.

????????? Holds team accountable for following established order desks policy and procedures.

????????? Develops and maintains efficient work flow with internal departments.

????????? Prioritizes and organizes teams to process all incoming orders in a timely manner.

????????? Ensures regulatory compliance including: record-keeping, reporting and audit support.

????????? Organizes communication to facilitate orders management.

????????? Provides support to customers for export related questions.

????????? Deals effectively and professionally with issues that arise.

????????? Makes outbound calls to fix complex situations.

????????? Informs production team of anticipated need based on customer activity, history and knowledge of customers.

????????? Periodically visits various ALS locations for training support, quality assessment.

????????? Assists with key accounts and development of specialized order management.

????????? In conjunction with credit and warehouse organizations, manages equipment shipment and collection process.

????????? Manages workforce planning to ensure business continuity.

????????? Maintains company's order processing manual.

????????? Meets customers when necessary.

Team management

????????? Daily management of order desk staff.

????????? Supports and motivates team members.

????????? Perform 1-to-1 and regular performance feedback.

????????? Develops and promotes best practices across operational and functional teams.

????????? Anticipates recruitment needs and hires personnel when needed.

????????? Trains and supports new hires.


????????? Compiles operational data and provides report of order desk activities.

????????? Makes activity analysis and proposes enhancement plans when needed.

????????? Presents and explains to senior audience order desk operational performance.

Project Management:

????????? Regularly advises management on order desk enhancement initiatives.

????????? Works in conjunction with senior management to implement digitalization initiatives.

????????? In conjunction with senior management contributes to design Global Order Desks operating model.


????????? 5 years experience in management or supervision.? Management of order desk, supply chain, export preferred.

????????? Proven experience in process enhancement and design required.

????????? Proven experience in data collection, analysis and report delivery.

????????? High degree of computer proficiency, including Microsoft Office.?

????????? Experience in SAP is a plus.

Skills and Abilities:

????????? Strong ability to work independently and manage workload effectively.

????????? Customer service orientation, strives to deliver outstanding service quality.

????????? High attention to detail and excellent organizational skills.

????????? Strong verbal and written communication skills in English.

????????? Ability to work with various departments.

????????? Must be able to travel as needed.

????????? Confident in delivering business critical presentations to all levels.

????????? Acting as Alliance Ambassador at all times.

????????? Actively create trust, demonstrating an open and honest approach.

????????? Ensuring ownership is taken and promises made are delivered against.


????????? Bachelor?s degree in business administration, supply chain management or related field is preferred.
????????? Alliance Laundry Systems may consider a combination of education, training and experience which provides the necessary knowledge, skills and abilities to perform the duties of this position.


Alliance Laundry Systems is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, Individuals with Disabilities and persons of all Sexual Orientations and Gender Identities.



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