E80 Group
Key Account / Regional Customer Service Operation Manager
E80 Group, Houston, Illinois, United States
Key Account / Regional Customer Service Operation Manager
2 days ago Be among the first 25 applicants Pay found in job post Base pay range: $120,000.00/yr - $140,000.00/yr Who We Are
E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue and other sectors. The main systems produced include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses. The entire logistics flow is centrally managed by the SM.I.LE80 software platform, ensuring efficient integration and optimal management of all operations from raw material entry to shipping. With 14 branches located worldwide, the Group believes in five core values: Enthusiasm, Charisma, Know-How, Humility, Wisdom. Who You Are
“It’s our fears that will limit our success, not our mistakes. The secret to successful hiring is to look for people who are not afraid of failing and want to change the world” – E80 Group CEO and Founder, Enrico Grassi Position Description
The Key Account / Regional Customer Service Operation Manager reports to the Customer Service Operation Director and plays a critical role in enhancing customer satisfaction through the management and coordination of technical resources, service operation teams, and constant communication with the sales team and clients. The position involves close collaboration with cross-functional teams, data analysis, and implementation of best practices. Duties and Responsibilities
Leadership and Team Management:
First point of contact coordinating between customer service account manager and service operation team. Lead resident engineers across specific regions or plants. Functional responsibilities over spare part administration, remote support resources, engineers and back‑office service coordinators. Establish a regional customer care vision aligned with business objectives and upper management. Motivate and develop high-performance teams. Contribute to feasibility studies and implementation of service improvement initiatives. Prioritize and plan activities with other departments to deliver maximum customer satisfaction.
Customer Satisfaction and Policies:
Develop and implement action plans to enhance customer satisfaction. Ensure consistent coordination across departments to resolve customer service issues efficiently. Take ownership of customer issues and follow problems through to resolution in collaboration with the Customer Service Account Manager.
Strategic Focus:
Act as an internal consultant, recommending improvement initiatives to increase customer satisfaction and operation of clients using E80 technologies. Analyze weekly system performances and proactively implement corrective actions. Collaborate with Sales and Operations to align customer service practices with company goals. Execute the customer service strategy and resource planning for specific accounts or regions.
General:
Manage all customer service tickets (including creation if necessary). Organize meetings with management and other departments to create action plans. Prepare and analyze customer service KPIs for client and region managed. Strategic analysis of equipment and system performances to support clients.
Position Qualifications
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, essential in customer service, project management, asset management. Technical proficiency in automation and control systems, including PLC programming and troubleshooting. Experience leading cross-functional teams to drive improvement initiatives and enhance customer satisfaction. Hands‑on experience with LGV, ASRS, and robotic systems and 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’s In It For You
Compensation : $120K - $140K DOE (FLSA Exempt) + 20% bonus Benefits : Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match Location : Houston Career Growth : Our steady year‑over‑year growth fosters a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to realize your full potential. E80 World Academy : Prepare to be wowed by our innovative training and learning paths. We deliver cutting‑edge insights so you can hone your expertise to be successful in your job. #BE80 : You will become part of a dynamic and collaborative team where giving back is integral to our culture. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Customer Service Industries
Motor Vehicle Manufacturing Qualified applicants will receive consideration. E80 Group does not tolerate any kind of discrimination or offensive behaviour against one's personality, or social exclusion, or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy. We honor our commitments under articles 1 and 18 of Law No. 68/1999 and give special consideration to candidates in protected categories.
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2 days ago Be among the first 25 applicants Pay found in job post Base pay range: $120,000.00/yr - $140,000.00/yr Who We Are
E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue and other sectors. The main systems produced include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses. The entire logistics flow is centrally managed by the SM.I.LE80 software platform, ensuring efficient integration and optimal management of all operations from raw material entry to shipping. With 14 branches located worldwide, the Group believes in five core values: Enthusiasm, Charisma, Know-How, Humility, Wisdom. Who You Are
“It’s our fears that will limit our success, not our mistakes. The secret to successful hiring is to look for people who are not afraid of failing and want to change the world” – E80 Group CEO and Founder, Enrico Grassi Position Description
The Key Account / Regional Customer Service Operation Manager reports to the Customer Service Operation Director and plays a critical role in enhancing customer satisfaction through the management and coordination of technical resources, service operation teams, and constant communication with the sales team and clients. The position involves close collaboration with cross-functional teams, data analysis, and implementation of best practices. Duties and Responsibilities
Leadership and Team Management:
First point of contact coordinating between customer service account manager and service operation team. Lead resident engineers across specific regions or plants. Functional responsibilities over spare part administration, remote support resources, engineers and back‑office service coordinators. Establish a regional customer care vision aligned with business objectives and upper management. Motivate and develop high-performance teams. Contribute to feasibility studies and implementation of service improvement initiatives. Prioritize and plan activities with other departments to deliver maximum customer satisfaction.
Customer Satisfaction and Policies:
Develop and implement action plans to enhance customer satisfaction. Ensure consistent coordination across departments to resolve customer service issues efficiently. Take ownership of customer issues and follow problems through to resolution in collaboration with the Customer Service Account Manager.
Strategic Focus:
Act as an internal consultant, recommending improvement initiatives to increase customer satisfaction and operation of clients using E80 technologies. Analyze weekly system performances and proactively implement corrective actions. Collaborate with Sales and Operations to align customer service practices with company goals. Execute the customer service strategy and resource planning for specific accounts or regions.
General:
Manage all customer service tickets (including creation if necessary). Organize meetings with management and other departments to create action plans. Prepare and analyze customer service KPIs for client and region managed. Strategic analysis of equipment and system performances to support clients.
Position Qualifications
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, essential in customer service, project management, asset management. Technical proficiency in automation and control systems, including PLC programming and troubleshooting. Experience leading cross-functional teams to drive improvement initiatives and enhance customer satisfaction. Hands‑on experience with LGV, ASRS, and robotic systems and 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’s In It For You
Compensation : $120K - $140K DOE (FLSA Exempt) + 20% bonus Benefits : Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match Location : Houston Career Growth : Our steady year‑over‑year growth fosters a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to realize your full potential. E80 World Academy : Prepare to be wowed by our innovative training and learning paths. We deliver cutting‑edge insights so you can hone your expertise to be successful in your job. #BE80 : You will become part of a dynamic and collaborative team where giving back is integral to our culture. Seniority level
Mid‑Senior level Employment type
Full‑time Job function
Customer Service Industries
Motor Vehicle Manufacturing Qualified applicants will receive consideration. E80 Group does not tolerate any kind of discrimination or offensive behaviour against one's personality, or social exclusion, or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy. We honor our commitments under articles 1 and 18 of Law No. 68/1999 and give special consideration to candidates in protected categories.
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