Ops System Strategist & Customer Service Manager

Are you ready to be the bridge between business, technology, and exceptional customer service?

We’re looking for a driven, hands-on Customer Service & D365 System Manager to own and optimize our Microsoft Dynamics 365 environment while leading our customer service team. This role bridges business and IT, ensuring D365 applications align with operational needs, deliver value, and run reliably. The ideal candidate has strong functional knowledge of D365 modules, solid technical understanding, and excellent problem-solving skills. This role will also ensure exceptional customer satisfaction while aligning order management, production schedules, and delivery commitments. In this combined specialty role, this position will be the key liaison between customers, sales, production, logistics, and quality teams, while providing guidance and support to the customer service representatives.

What You’ll Do

In This Role, You Will:

• Administer, configure, and optimize Microsoft Dynamics 365 (Finance, Supply Chain, Sales, Customer Service, Business Central).

• Serve as the primary point of contact for system issues, enhancements, and user support across global teams.

• Translate business requirements into functional system solutions, workflows, reports, dashboards, and security roles.

• Collaborate with IT, developers, vendors, and Microsoft partners on upgrades, patches, and integrations.

• Monitor system performance, data integrity, and user adoption.

• Lead, coach, and develop the customer service team to achieve performance goals.

• Oversee order processing, manage escalations, and coordinate with production, planning, and logistics to meet customer expectations.

• Drive continuous improvement initiatives to streamline processes and systems.

What You Bring

• Bachelor’s degree in Information Systems, Computer Science, Business, Supply Chain Management, or related field (or equivalent experience).

• 2–5+ years’ experience with Microsoft Dynamics 365; strong functional knowledge of D365 modules.

• 5+ years’ customer service experience in a manufacturing or industrial environment.

• 5+ years’ people management or team leadership experience.

• Strong understanding of manufacturing processes, supply chain, and ERP systems.

• Exceptional problem-solving, communication, and stakeholder management skills.

Preferred: D365 certifications, Power Platform experience, SQL knowledge, API/integration familiarity.

In 30 Days You Will:

• Get fully up to speed on our D365 environment, workflows, and customer service operations.

• Build relationships with key stakeholders across sales, production, logistics, and IT.

• Identify immediate pain points in the system or service processes and propose quick wins.

In 60 Days You Will:

• Lead system configuration improvements, workflow updates, and reporting enhancements.

• Establish yourself as the go-to person for escalations and system support.

• Begin coaching and developing the customer service team to drive KPIs like OTIF, order accuracy, and customer satisfaction.

In 6 Months You Will:

• Own the full D365 lifecycle: upgrades, integrations, and optimization aligned with business goals.

• Implement process improvements that streamline customer service and operational efficiency.

• Be recognized as a strategic partner bridging technology and business while delivering outstanding customer experiences.

What We Offer

• Competitive salary and benefits

• Opportunity to work with modern Microsoft technologies

• Professional development and certification support

• Collaborative and innovative work environment

• 10 paid holidays per year, paid sick, vacation, maternity/paternity and so much more!

All offers of employment are contingent upon the successful completion of a background check that includes: degree verification, criminal records check, medical and drug screen, professional references, prior employment verification

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.