Senior Customer Operations Manager

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Date: Nov 5, 2023

Location: Ontario, CA, US

Company: Datwyler

In billions of syringes and in every second car worldwide, Datwyler components make an important contribution to the safety of patients and drivers. The high-tech company focuses on high-quality, system-critical elastomer components and holds leading positions in attractive global markets such as healthcare, mobility, connectivity, general industry and food & beverage. With over 25 production sites on four continents, sales in more than 100 countries and over 8,000 employees, the company, headquartered in Switzerland, generates annual sales of more than CHF 1,000 million.

Our employees are the heart of Datwyler - we treat each other with respect, trust and appreciation. We have strong roots and values that have been well established in our 100-year corporate history. Become part of our great team as a...

Customer Operations Manager

Parco, a leading manufacturer of seals and O-rings, is seeking an experienced and customer-focused individual to join our team as a Customer Operations Manager. In this role, you will be responsible for overseeing the customer service and purchasing departments, ensuring exceptional service and satisfaction for our valued customers. As a Customer Operations Manager, you will play a critical role in maintaining strong relationships with our customers and driving overall customer success.


  1. Customer Service Leadership:

    • Develop and implement customer service strategies, policies, and procedures to optimize the customer experience.

    • Drive inside sales and quoting process.

    • Lead, motivate, and mentor a team of customer service and purchasing employees to provide excellent service.

    • Set performance goals, monitor progress, and provide regular feedback to the team.

    • Foster a customer-centric culture within the department and across the organization.

  2. Customer Relationship Management:

    • Establish and maintain strong relationships with key customers, understanding their needs and requirements.

    • Resolve escalated customer issues promptly and effectively, ensuring customer satisfaction.

    • Collaborate with sales and production teams to ensure timely and accurate order fulfillment by identifying and removing obstacles to delivering consistently high levels of service.

    • Identify opportunities to enhance customer experience and implement improvement initiatives.

  3. Order Processing and Management:

    • Oversee the order processing cycle, from order entry to shipment, to ensure accuracy and timeliness.

    • Coordinate with internal stakeholders to address any order-related issues or delays.

    • Monitor order backlog and prioritize accordingly to meet customer demands.

    • Implement systems and processes to streamline order management and improve efficiency.

Short Description

  1. Complaint Resolution:

    • Investigate and resolve customer complaints, aiming for prompt and satisfactory resolution.

    • Identify root causes of recurring issues and work with relevant teams to implement preventive measures.

    • Provide support and guidance to the customer service team in handling complex or sensitive complaints.

  2. Performance Analysis and Reporting:

    • Monitor key performance indicators (KPIs) for the customer service department.

    • Analyze customer service metrics and generate reports to identify trends and areas for improvement.

    • Present findings and recommendations to senior management to enhance customer satisfaction.


  • Bachelor's degree in business administration, marketing, or a related field (preferred).

  • 5+ years proven experience in delivering front line customer service management, preferably in a manufacturing or industrial setting.

  • Possess a track record of business process improvements.

  • Strong leadership skills with the ability to motivate and develop a team.

  • Experience in managing cross-team projects to completion.

  • Excellent interpersonal and communication skills.

  • Exceptional problem-solving and conflict resolution abilities.

  • Proficiency in using customer service software and tools.

  • Strong analytical and data-driven mindset.

  • Ability to work collaboratively across departments to achieve common goals.

  • Knowledge of seals and O-rings, or related technical products, is a plus.

  • Knowledge of SAP is a plus.

Datwyler Competencies

Datwyler Expertise Competencies- Business orientation - Pursues KPI's-Level 3
Datwyler Expertise Competencies- Exceed customer expectations - Understands the customer-Level 3
Datwyler Expertise Competencies- Professional aptitude- Is able to instruct others-Level 3
Datwyler Leadership Competencies -Ensuring Responsibility/Integrity- Calls for ownership -Level 3
Datwyler Leadership Competencies- Adaptability- Participates in change- Level 3
Datwyler Leadership Competencies- Lead by coaching - Installs opportunities to develop- Level 3
Datwyler Management Competencies - Creativity and Innovation - Produces a wide range of ideas -Level 3
Datwyler Management Competencies - Result Orientation and Execution - Implements objectives - Level 3
Datwyler Management Competencies- Entrepreneurship- Implements strategy - Level 3
Datwyler Social & Personal Competencies - Team orientation- Is a team player - Level 4
Datwyler Social & Personal Competencies- Emotional Intelligence- Is responsive to the situation of others-Level 3
Datwyler Social & Personal Competencies-Dealing with socio-cultural diversity- Respects diversity-Level 4


Be yourself at Datwyler

We are convinced that people make the difference. At Datwyler, you will experience diversity and a wide range of career opportunities that only an international company can provide. Together, we are increasing our agility, accelerating digitalization and fostering sustainability. For motivated and talented employees, we offer interesting development opportunities with training and assignments in a global environment. With us, you can contribute with all of your creativity and all your ideas.

Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles

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