Customer Service Coach, Operations

Job Title: Customer Service Coach, Operations

Division: Distribution

Job Location: Newington, CT

Looking for stability? Join Woodgrain! We're growing fast and offering lifetime careers in a supportive work environment.

About Woodgrain:

Woodgrain is one of the top millwork operations in the world, with locations throughout the United States and Chile. With 70 years of quality manufacturing craftsmanship and service, Woodgrain is a top producer of mouldings, doors, and windows, as well as a premier distributor of specialty building products. Woodgrain Inc. is headquartered in Fruitland, Idaho with six divisions and over 45 manufacturing and warehouse facilities in the United States and South America. Since 1954, Woodgrain is proud to be family owned and operated.

The production planning role is daily production/load plan execution, research/resolution of SAP issues, COGI management, and storage bin/type management. This role works cross-functionally with Procurement, Operations, and Transportation to ensure alignment and execution. This position requires in-depth knowledge of the door shop business processes and SAP from end to end. Requires in-depth functional knowledge of sales, finance, master data, variant configuration, materials management, and transportation. The customer service role involves the daily management of various tasks, including order entry, handling incoming calls, processing warranty claims, scheduling UTS appointments, monitoring the email inbox, resolving escalated complaints, managing Lowe's Vendor Portal claims, preparing quotes, processing employee sales, and testing new selling programs.

KEY MEASURES

Quantifiable metric of

stated goals, objectives NA

JOB EXPECTATIONS

Main Responsibilities

Essential Tasks

Leveling process, backorder review, managing COGI, inventory, ins/outs, bin, BOM, cycle-count management. Direct master data corrections, exceptions research/resolution, order entry, call center, warranty requests, escalation, Vendor Portal, quoting, employee sales, and SAP testing.

JOB SPECIFICATIONS

Education and Experience

Skills and Abilities

Bachelor's degree or 5+ years of relevant experience, SAP experience a plus, Lean/Six Sigma certification a plus. Excellent communication and computer skills. Ability to analyze, deductive reasoning, and problem-solving skills. Effectively leads through ambiguity, providing clarity and direction. Resilient, adaptable, and steady in a fast-paced environment. Ability to form partnerships and lead groups positively. Ability to troubleshoot and resolve complex issues. Exemplifies servant leadership.

WORK ENVIRONMENT

Physical Requirements

Equipment & Machinery Ability to sit, stand, walk, and hear, with or without reasonable accommodation. Able to use hands and fingers for typing, operating a computer keyboard, and handling standard office equipment. Must be able to lift 75 pounds at times. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, and depth perception. The noise level in the work environment is low to moderate. Occasional travel may be required

Salary: $55,133.00-$73,511.00