Customer Relations Manager
Calderon Textiles, Indianapolis, IN, United States
Position Title
Customer Relations Manager
Department Customer Relations
Reports To Chief Administrative Officer
About Us Calderon Textiles, LLC is a national leader in the custom procurement, supply chain, and distribution of textiles to multiple markets. Celebrating over 40 years of business, we have fulfilled our mission by being a fair employer, engaging in global citizenship, and being a strong, profitable link in our customers’ supply chains through long‑term partnerships, creative solutions, and the leveraging of global sourcing and technology.
At Calderon Textiles, we are dedicated to excellence, accountability, fairness, ethics, professionalism, diversity, and the strategic application of technology to enhance our business.
Position Summary The Customer Relations Manager is responsible for the operational leadership and performance of Calderon’s Customer Relations function. This role ensures consistent, accurate, and efficient execution of customer-facing processes across the order-to-cash lifecycle.
The Customer Relations Manager leads the Customer Relations team, enforces established procedures, and protects the integrity of operational workflows. This role ensures that customer orders, claims, and communications are handled with accuracy, discipline, and accountability.
The Customer Relations Manager ensures the service operation executes those standards consistently and reliably.
Core Responsibilities Customer Relations Team Leadership
Lead, coach, and develop the Customer Relations team.
Establish expectations for order entry, communication standards, and response timelines.
Conduct performance evaluations and provide ongoing coaching and development.
Provide escalation support for complex customer situations.
Ensure adequate coverage during peak operational periods.
Order Processing & Operational Execution
Ensure compliant orders received before established cutoff times are processed the same business day.
Maintain operational discipline across order entry, documentation, and workflow management.
Monitor order flow and address processing bottlenecks or delays.
Ensure accurate coordination between Customer Relations, Supply Chain, and Accounting during order fulfillment.
Process Enforcement & Operational Standards
Maintain and enforce Customer Service procedures and operating standards.
Halt order processing when required inputs such as pricing, approvals, or documentation are incomplete.
Eliminate workarounds that compromise data integrity, margin, or operational clarity.
Serve as the primary escalation point for order processing exceptions and compliance issues.
Claims & Returns Management
Oversee the end-to-end claims and returns process.
Ensure claims are submitted with complete documentation prior to processing.
Monitor claims activity and identify recurring operational issues.
Coordinate with Supply Chain and Sales leadership when corrective actions are required.
Systems & Data Integrity
Serve as a subject matter expert for customer-facing operational systems including Prophet 21 and related tools.
Ensure customer account records, ship-to addresses, and documentation are accurate and maintained.
Monitor operational reports to identify stuck orders, system exceptions, or workflow disruptions.
Partner with IT and Supply Chain to resolve system or data issues impacting order processing.
Internal Onboarding Execution
Own the internal operational setup required for new customer onboarding.
Ensure customer accounts, pricing structures, ship-to locations, and documentation are configured prior to order processing.
Coordinate internal readiness with Supply Chain, Accounting, and Customer Relations teams.
Execute onboarding setup in alignment with onboarding plans led by the Client Experience Manager and Sales.
Communication Standards
Maintain standardized communication templates used by the Customer Relations team.
Ensure communication with customers is clear, professional, and consistent.
Training & Documentation
Maintain and update the Customer Relations Manual and operational SOP library.
Train new Customer Relations team members on systems, policies, and workflows.
Identify recurring operational errors or inefficiencies and implement corrective training.
Supply Chain Collaboration
Coordinate with Supply Chain on inventory shortages, shipment timing, and order prioritization.
Communicate operational impacts to Sales and Customer Relations teams when supply constraints arise.
Qualifications
7+ years of experience in customer service, customer relations, or account management, including leadership or supervisory experience.
Proven ability to lead and develop a team responsible for customer service, account support, and order management.
Strong experience partnering with sales teams to support client relationships, resolve issues, and ensure a seamless customer experience.
Demonstrated ability to oversee order management processes, ensuring accuracy, efficiency, and timely fulfillment.
Excellent communication, problem‑solving, and relationship management skills with a strong customer‑first mindset.
Experience improving service processes, workflows, and team performance in a fast‑paced environment.
Proficiency with CRM systems, order management platforms, and standard business tools (ERP, Excel, etc.).
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Department Customer Relations
Reports To Chief Administrative Officer
About Us Calderon Textiles, LLC is a national leader in the custom procurement, supply chain, and distribution of textiles to multiple markets. Celebrating over 40 years of business, we have fulfilled our mission by being a fair employer, engaging in global citizenship, and being a strong, profitable link in our customers’ supply chains through long‑term partnerships, creative solutions, and the leveraging of global sourcing and technology.
At Calderon Textiles, we are dedicated to excellence, accountability, fairness, ethics, professionalism, diversity, and the strategic application of technology to enhance our business.
Position Summary The Customer Relations Manager is responsible for the operational leadership and performance of Calderon’s Customer Relations function. This role ensures consistent, accurate, and efficient execution of customer-facing processes across the order-to-cash lifecycle.
The Customer Relations Manager leads the Customer Relations team, enforces established procedures, and protects the integrity of operational workflows. This role ensures that customer orders, claims, and communications are handled with accuracy, discipline, and accountability.
The Customer Relations Manager ensures the service operation executes those standards consistently and reliably.
Core Responsibilities Customer Relations Team Leadership
Lead, coach, and develop the Customer Relations team.
Establish expectations for order entry, communication standards, and response timelines.
Conduct performance evaluations and provide ongoing coaching and development.
Provide escalation support for complex customer situations.
Ensure adequate coverage during peak operational periods.
Order Processing & Operational Execution
Ensure compliant orders received before established cutoff times are processed the same business day.
Maintain operational discipline across order entry, documentation, and workflow management.
Monitor order flow and address processing bottlenecks or delays.
Ensure accurate coordination between Customer Relations, Supply Chain, and Accounting during order fulfillment.
Process Enforcement & Operational Standards
Maintain and enforce Customer Service procedures and operating standards.
Halt order processing when required inputs such as pricing, approvals, or documentation are incomplete.
Eliminate workarounds that compromise data integrity, margin, or operational clarity.
Serve as the primary escalation point for order processing exceptions and compliance issues.
Claims & Returns Management
Oversee the end-to-end claims and returns process.
Ensure claims are submitted with complete documentation prior to processing.
Monitor claims activity and identify recurring operational issues.
Coordinate with Supply Chain and Sales leadership when corrective actions are required.
Systems & Data Integrity
Serve as a subject matter expert for customer-facing operational systems including Prophet 21 and related tools.
Ensure customer account records, ship-to addresses, and documentation are accurate and maintained.
Monitor operational reports to identify stuck orders, system exceptions, or workflow disruptions.
Partner with IT and Supply Chain to resolve system or data issues impacting order processing.
Internal Onboarding Execution
Own the internal operational setup required for new customer onboarding.
Ensure customer accounts, pricing structures, ship-to locations, and documentation are configured prior to order processing.
Coordinate internal readiness with Supply Chain, Accounting, and Customer Relations teams.
Execute onboarding setup in alignment with onboarding plans led by the Client Experience Manager and Sales.
Communication Standards
Maintain standardized communication templates used by the Customer Relations team.
Ensure communication with customers is clear, professional, and consistent.
Training & Documentation
Maintain and update the Customer Relations Manual and operational SOP library.
Train new Customer Relations team members on systems, policies, and workflows.
Identify recurring operational errors or inefficiencies and implement corrective training.
Supply Chain Collaboration
Coordinate with Supply Chain on inventory shortages, shipment timing, and order prioritization.
Communicate operational impacts to Sales and Customer Relations teams when supply constraints arise.
Qualifications
7+ years of experience in customer service, customer relations, or account management, including leadership or supervisory experience.
Proven ability to lead and develop a team responsible for customer service, account support, and order management.
Strong experience partnering with sales teams to support client relationships, resolve issues, and ensure a seamless customer experience.
Demonstrated ability to oversee order management processes, ensuring accuracy, efficiency, and timely fulfillment.
Excellent communication, problem‑solving, and relationship management skills with a strong customer‑first mindset.
Experience improving service processes, workflows, and team performance in a fast‑paced environment.
Proficiency with CRM systems, order management platforms, and standard business tools (ERP, Excel, etc.).
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