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CS Key Account Operation Manager

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E80 Group

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Location:
United States , Chicago ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

120000.00 - 140000.00 USD / Year
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Job Description:

The CS Key Account Operation Manager, reporting to Customer Service Operations Director, in the effort of transforming the Customer Service operations, plays a critical role in enhancing customer satisfaction through the management and coordination of technical resources, service operation team and constant communication with our sales team and when necessary with our client. This position involves close collaboration with cross-functional teams, data analysis, and implementing best practices. The main goal is to deliver maximum customer satisfaction for any customer service-related matters occurring in the plants of the region managed or key account.

Job Responsibility:

  • Be the first point of contact to coordinate between customer service account manager and service operation team to deliver maximum customer satisfaction for any customer service-related aspects
  • Functional responsibilities over spare part admin, remote support resources, engineers and back-office service and embedded coordinators in a matrixial organization to resolve all clients’ needs in shortest time possible
  • Establish an operational customer care vision aligned with business objectives with upper management
  • Motivate and contribute to develop high-performance teams
  • Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit and asset and system performance enhancement to be sold
  • Lead a team of resident engineers across specific regions or plants for active ITS contracts
  • Identify client’s needs based on reported tickets, develop and implement actions plan, align priorities between clients corporate teams, client plants and other E80 departments
  • Ensure consistent and efficient coordination across departments to ensure efficiency in customer service issue resolutions
  • Take ownership of customer issues and follow problems through to resolution
  • Be the contract manager for the agreement in place with key accounts
  • Act as an internal consultant to recommend improvement initiatives
  • Analyze weekly system performances and proactively put in place corrective actions
  • Collaborate with other departments, such as Sales and Operations, to align customer service practices with overall company goals
  • Execute the customer service strategy, short- and long-term resource planning
  • Management of all customer service tickets in company CRM
  • Organize meetings with management and other departments to create action plans
  • Prepare and analyze customer service KPI’s for client and region managed
  • Strategic analysis of equipment and system performances to understand how to support and help E80 client in maintaining and / or improving asset and system performances
  • Management of contract governance for specific account, including reporting of KPI’s, discussions with client and implementation of corrective actions

Requirements:

  • Bachelor’s degree in engineering, operations management, or related field (preferred)
  • 7+ years of experience in the material handling, packaging equipment, robotics, and palletizing industry in customer service, project management, asset management
  • Familiarity with industrial equipment design manufacturing and maintenance processes is highly preferred
  • Technical proficiency in automation and control systems, including PLC programming and troubleshooting, is highly preferred
  • Experience in leading cross-functional teams to drive improvement initiatives and enhance customer satisfaction is a must
  • Extensive hands-on experience with LGV, ASRS, and robotic systems, including a strong emphasis on problem-solving skills
  • CPE, CPS, CMRP Certifications highly preferred
  • Knowledge of SAP ERP, CRM (Salesforce)
  • Good knowledge of Microsoft Office 365 and Microsoft power platform tools
  • Strong analytical skills and attention to detail
  • Excellent communication and collaboration abilities
  • Passion for customer service and a customer-centric mindset
What we offer:
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • STD
  • LTD
  • PTO
  • 401K match
  • Bonus
  • Career Growth
  • E80 World Academy training

Additional Information:

Job Posted:
February 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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