Manager, Production Planning and Customer Service

**Job Summary/Overview**:
The Production Planning and Customer Services Manager is responsible for overseeing the production planning and the execution of production schedules, ensuring exceptional customer service, and fostering collaboration between the operations and commercial teams. This role involves strategic planning, problem-solving, and leading cross-functional initiatives to meet business objectives. The position leads the communication and strategic coordination between the operations and commercial teams to meet production targets and provides accurate information commercial teams about the expected production shipments to customers.

**Essential Duties and Responsibilities**:

- Develop, manage, and optimize production planning schedules to meet customer demands and market forecasts.
- Monitor production planning processes and implement adjustments as needed to optimize the plant efficiency and meet on-time delivery requirements.
- Ensure the effective utilization of production resources, minimizing downtime and waste.
- Coordinate with production teams to address any issues or disruptions and implement corrective and preventive actions.
- Lead the plant customer service team in providing proactive communication to commercial leaders about production schedule changes, resolution of production schedule issues and resolving customer issues promptly.
- Establish and maintain strong relationships with key internal & external customers, ensuring their needs are met and exceeded.
- Oversee the communication of order status, delivery schedules, and any changes to commercial team leaders.
- Implement customer feedback processes to continuously improve service quality.
- Act as a bridge between the operations and commercial teams, ensuring seamless communication and collaboration.
- Participate in regular meetings with the commercial team to stay informed of market trends and prioritize customer requirements.
- Provide insights and recommendations to the commercial team regarding production capabilities and lead times.
- Foster a culture of teamwork and shared objectives across departments.
- Analyze production planning and customer service data to identify trends, areas for improvement, and opportunities for innovation.
- Prepare and present reports on production planning performance, customer satisfaction, and other key metrics to senior management.
- Contribute to strategic planning initiatives and support the development of business plans.
- Lead projects and initiatives aimed at enhancing production planning efficiency and customer service excellence.

**Knowledge, Skills, Competencies, and Abilities**:

- Bachelor’s degree in Industrial Engineering, Business Administration, Operations Management or a related field
- Bilingual proficiency (Spanish and English)
- Proven experience as a similar role (Master Scheduler) with at least 5 years of previous experience leading similar teams and responsibilities
- Excellent leadership and team management skills
- Strong communication and interpersonal abilities
- Ability to handle high-pressure situations and resolve conflicts
- Strong problem-solving skills and attention to detail
- Ability to work collaboratively with cross-functional teams and influence without direct authority.

**Required Qualifications**:

- Proficiency in production planning software, customer relationship management (CRM) systems, and data analysis tools.
- Experience with SAP systems.
- Experience in a fast-paced and dynamic industry
- Customer-focused mindset with a commitment to delivering high-quality service.