Customer Service & Planning Manager

WHY DO WE NEED YOU? Reporting to the Business Manager, Machine Works, the Customer Service & Planning Manager oversees customer service, order management, production planning, and S&OP activities for the Winter Haven site. The role leads customer communications and escalations, partners with Sales and Operations to align customer needs with business priorities, drives issue resolution and continuous improvement, supports production and inventory planning, ensures compliance with shipping and record-retention requirements, and develops the customer service team through coaching, training, and performance management. DUTIES/RESPONSIBILITIES Customer Service and Planning Serve as the primary customer contact and escalation point, managing service issues, supply disruptions, lead-time changes, and customer relationships. Partner with Sales, Operations, and Technical Support to drive customer growth, resolve product and quality concerns, manage forecasts, and support strategic business priorities. Oversee order management and customer service activities to ensure accurate order processing, issue resolution, and fulfillment commitments. Analyze customer service, sales, and order data to identify trends, support decision-making, and drive continuous process improvements. Maintain accurate reporting, transactional data, backlog visibility, and leadership updates. Support the development and maintenance of the online store, ensuring product information remains accurate and current. Lead production planning and S&OE/S&OP processes by coordinating cross-functional priorities, communicating plan changes, and tracking action items. Manage the renewal and compliance of business licenses, registrations, tax certificates, and related administrative records. Site Leadership Activities Participate in Plant Leadership Team meetings, Daily production meetings, Operational reviews, Safety meetings, Monthly business reviews Work closely with the Plant leadership to align production priorities with customer needs, coordinate shipment expedites and order recovery plans, support inventory accuracy initiatives Support continuous improvement projects affecting customer service, shipping, warehouse, and administrative processes. Team Leadership & Compliance Lead and develop the Customer Service team through coaching, performance management, training, and workload coordination. Ensure adequate coverage through work prioritization, cross-training, and standardized procedures. Oversee compliance with record retention, shipping/export documentation, and audit requirements. Coordinate customer visits and plant tours. Monitor adherence to service standards and the accuracy of orders, account setup, credits/debits, and supporting documentation. Maintain and improve training materials and departmental processes. IS THIS JOB FOR YOU? (Required) A.S., B.S., B.A. Business, Administration, Engineering or related field (Required) 5+ years in Customer Service and Order Management. (Required) 3-5 years of Commercial Support (Required) 1-3 years of Planning, Scheduling, or Supply Chain coordination experience (Required) 3-5 years in Leadership Roles A LITTLE MORE ABOUT US At Saint-Gobain/CertainTeed, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms, while our products make the world a more beautiful, safer, and sustainable home. Being a worldwide leader in light and sustainable construction, Saint-Gobain/CertainTeed designs, manufactures, and distributes materials and services for the construction and industrial markets. Its integrated solutions for the renovation of public and private buildings, light construction, and the decarbonization of construction and industry are developed through a continuous innovation process and provide sustainability and performance. The Group’s commitment is guided by its purpose…

View the full posting and apply