Customer Service & Planning Manager

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.

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Applicants must be currently authorized to work in the United States. The Company is unable to provide immigration sponsorship for this position, now or in the future.

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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.

• (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

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, “Making the World a Better Home.

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at [email protected] .

Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is $92,000 - to $142,000 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 12% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position is $103,040 to $159,040 Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.

Saint-Gobain is committed to helping you and your family be well in all aspects of your life. Be Well. Be You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs.

• Health and Well-being – Supporting your wellbeing, to thrive in life and work.

• Medical, Prescription Drug, Vision, and Dental Insurance

• Healthcare Saving Account and Flexible Spending Account options

• LiveWell Wellness Program

• Employee Assistance Program (EAP)

• Paid Time Off and Paid Parental Leave

• Retirement and Protection - Helping to make the future life you want a reality.

• 401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan

• Company-provided Life Insurance, AD&D, Short-Term Disability

• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and

• Accident Insurance

• Additional Benefits – Helping shape the experience and impact you want

• Commuter Benefits

• Group Legal

• Identity Theft Protection

• Auto and Home Insurance

• Pet Insurance and Discounts

• Back-up Child and Elder Care

• PerkSpot Employee Discount Program

• Volunteer Day

• Back-up Child and Elder Care

• PerkSpot Employee Discount Program

• Volunteer Day