Production Planning & Client Relations Manager

Customer Service Manager

Location: GRAND RAPIDS (MI)

Area: Logistique

Contract Type: CDI

Experience: Minimum 3 ans

Activities

Essential Duties And Responsibilities:

• Oversee daily customer service operations including order entry, scheduling, updates, and issue resolution.
• Collaborate with Production, Planning, Purchasing, and Logistics teams to align customer orders with production capacity and material availability.
• Lead weekly and daily production planning meetings; communicate priorities and constraints to internal stakeholders.
• Monitor order progress and proactively address delays, bottlenecks, or capacity conflicts.
• Ensure accurate input and maintenance of customer purchase orders, forecasts, and delivery requirements.
• Analyze customer demand patterns to support forecasting and production planning.
• Improve processes involving order management, communication flow, and production schedule visibility.
• Manage escalations, customer complaints, and service recovery actions.
• Generate and review key customer and production planning metrics.
• Maintain strong relationships with key accounts to understand expectations and future requirements.
• Support continuous improvement initiatives related to lead times, schedule adherence, and customer satisfaction.

Supervisory Responsibilities:

• Directly supervise the Customer Service team across multiple sites.
• Responsible for staffing, performance management, training, and development of team members.
• Refer to the Organizational Chart for detailed reporting structure.

Qualifications:

• Strong understanding of production planning, scheduling, and manufacturing processes.
• Excellent communication and customer relationship-management skills.
• Ability to balance customer expectations with operational capabilities.
• Strong analytical and problem-solving ability.
• Leadership mindset with the ability to motivate and guide teams.
• High attention to detail and time-management skills.
• Ability to work in a fast-paced, deadline-driven environment.
• Knowledge of ERP/MRP systems.

Education And Experience:

• Bachelor's degree in business, Supply Chain, Operations Management, or related field (preferred).
• 35+ years of experience in customer service within a manufacturing environment.
• Experience in production planning or scheduling strongly preferred.
• Prior supervisory or team-lead experience recommended.

Computer Skills:

• Proficiency in ERP/MRP systems (SAP, Oracle, Microsoft Dynamics, or similar).
• Advanced skills in Microsoft Excel (pivot tables, VLOOKUP, reporting).
• Familiarity with CRM platforms and customer portals.
• Proficiency with Microsoft Office Suite.

Certificates, Licenses, Registrations:

• APICS CPIM or CSCP certification (preferred).
• Six Sigma Yellow/Green Belt (a plus).
• Customer service or supply chain-related certifications recommended.

Key Performance Indicators (KPIs):

• On-Time Delivery (OTD).
• Schedule Adherence.
• Customer Satisfaction Score (CSAT) / NPS.
• Order Entry Accuracy.
• Backorder Rate.
• Lead Time Reduction.
• Forecast Accuracy.
• Internal Response Time.
• Complaint Resolution Time.

Work Environment:

• Primarily office-based with regular visits to manufacturing, warehouse, and logistics areas.
• Exposure to industrial environments with noise, moving equipment, and varying temperatures.
• Collaborative and fast-paced setting requiring adaptability and cross-functional coordination.
• May involve travel to domestic and international sites

What We Offer:

Competitive Compensation

Enjoy an attractive salary that reflects your skills, experience, and contributions.

Comprehensive Health Benefits

Choose from a range of medical, dental, and vision insurance options to fit your needs and those of your family.

Company-Paid Coverage

We provide company-sponsored Long-Term Disability, Short-Term Disability, Life Insurance, and AD&D Insurance, with the option to enhance your coverage through buy-up plans.

Generous Paid Time Off

Recharge with competitive PTO policies that support your personal time, holidays, and overall well-being.

Retirement Planning

Prepare for your future with our 401(k) retirement plan, featuring an employer match to help you grow your savings

Global Opportunities & Local Impact

Be part of a company that offers international collaboration and local empowerment, giving you the chance to make a real impact while building a global career.

Hutchinson is an Equal Employment Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.

Hutchinson believes that diversity and inclusion among our employees is critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Employment at Hutchinson is based on merit, competence, and qualifications, and we are committed to providing equal opportunities for training and advancement for all employees. Hutchinson is also committed to making our application process accessible to individuals with disabilities and will provide reasonable accommodations upon request.

Hutchinson is committed to protecting your personal data and adhering to data protection regulations, including the GDPR. We collect and process your data to provide our services and manage our operations, with measures in place to ensure its security. You have rights regarding your data, including access and erasure. Please refer to our full Privacy Policy for more details and contact information for data protection matters.