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At Weyerhaeuser we pride ourselves on safety, employee development and delivering exceptional service and building long-lasting relationships with our customers. We are an industry leader in Wood Products, committed to innovation, quality, and customer satisfaction. Our team is driven by passion, integrity, and a dedication to excellence. As we continue to grow, we are looking for a dynamic and experienced Customer Service Manager to join our team and lead our customer service department to new heights.

Are you a seasoned professional with a proven track record in customer service management? Do you have the skills to inspire and lead a team to deliver outstanding service? If so, we want to hear from you! As our Customer Service Manager, you will oversee all aspects of our customer service operations, ensuring our customers receive the highest level of support and satisfaction. You will play a key role in shaping the customer experience, implementing strategies to improve service efficiency, and fostering a customer-centric culture within the organization.

We are honored to have been named one of the World’s Top Ethical Companies® for 10 years, among other accolades. We invest in company culture and hold regular events to enhance teamwork and give back to communities, both large and small, of which we form part of the fabric.

This Customer Service Manager role is an excellent opportunity for an individual to join Weyerhaeuser’s Supply Chain team and grow within an organization that will invest in the individual. This position reports to the Director of Supply Chain and is based at our HQ in Pioneer Square Seattle, WA.

This position will report out of Weyerhaeuser’s Seattle Headquarters with the flexibility to work a hybrid schedule (up to 3 days per week in the office).

Objectives

Our dedication to excellence and customer satisfaction drives everything we do. We are seeking a visionary Customer Service Manager to champion automation and process improvements to elevate our customer service experience to new heights. This role includes:

• Developing and leading our Customer Service success strategy across different Lines of Businesses (LOBs).
• Partners closely with sales and supply chain leaders to ensure that we are effectively executing customer commitments and sales plans.
• Leads continuous improvements in customer service to minimize disruptions.
• Develops relationships through effective communication with cross functional key stakeholders to understand
• opportunities and requirements, driving alignment and improving the impact and effectiveness of the customer
• service organization. Establish strategic relationships with customers to understand their operating environment,
• requirements and unique needs.
• Develops and executes team strategy across Wood Products and uses metrics to drive efficiencies, maintain and
• increase service levels, and ultimately reduce or eliminate disruptions to customers and ensure customer
• success.
• Partners closely with Sales, Supply Chain and Sales Enablement to continually monitor & improve end-to-end
• customer journeys that deliver exceptional product and service.
• Actively seeks out and uses current/new technology and tools to help solve problems, benchmark against
• competitors and establish best in class systems to gain efficiencies and unlock value.
• Deep knowledge of customer service and technology principles and concepts in the areas of customer
• orientation, metrics, automation and customer management.
• Proven track record in development and leading high performing teams. Ability to hire and retain through
• successful mentoring, coaching and people development.
• Proven ability to drive change and effectively influence all levels of the business.
• Excellent communication skills (written and verbal), able to convert ideas and concerns clearly and persuasively
• Detail-oriented, strategic, quantitative and analytical skills with an innovative approach to problem solving

• Effectively manages and uses data to provide insights and direction

• High School/GED. BS/BA or higher highly preferred

• 6 years of customer service/supply chain leadership
• Proficiency in supply chain software, enterprise resource planning (ERP) systems. SAP experience preferred.
• Ability to use Power BI / Excel / SQL or equivalent.

Core Skills and Capabilities

• People development, performance management and leading others
• Ability to train, coach and mentor team members and stakeholders through change and development.
• The ability to translate business goals and metrics into business process outcomes.
• Effective communicator that can develop and deliver concise, accurate oral and written communication with various stakeholders and audiences.
• Excellent interpersonal and negotiation skills with a proven ability to create and maintain positive working relationships with stakeholders (collaborate effectively across departments and interact with internal and external stakeholders)
• Ability to facilitate development and implementation of solutions across functional business lines.

What We Offer:

Compensation:This role is eligible for our annual merit-increase program, and we are targeting a salary range of $104,310 to $156,464 based on your level of skills, qualifications, and experience. You will also be eligible for our Annual Incentive Program, which offers a cash bonus targeting 15% of base pay. Potential plan funding may range from zero to two times that target.

Benefits: When you join our team, you and your family will be covered by our comprehensive health benefits plan, which includes medical, dental, vision, and basic life insurance. We also support personal volunteerism, sponsor a host of diversity networks, promote mentoring, and provide training and development opportunities to help you chart your path to a fulfilling career.

Retirement: Employees can enroll in our company’s 401k plan, which includes a paid company match in addition to our annual contribution equal to 5% of your base salary.

Paid Time Off or Vacation: We provide eligible employees who are scheduled to work 25 hours or more per week with paid vacation for up to 3 weeks to use during your first year of employment. In addition, after being employed for six months, eligible employees begin to accrue vacation for future use. We also recognize eleven paid holidays per year, providing a total of 88 hours along with paid parental leave for all full-time employees

*About Weyerhaeuser: *We sustainably manage forests and manufacture products that make the world a better place. We’re serious about safety, driven to achieve excellence, and proud of what we do. With multiple business lines in locations across North America, we offer a range of exciting career opportunities for smart, talented people who are passionate about making a difference. We know you have a choice in your career. We want you to choose us.

*About Wood Products: *We've been delivering quality building products and solutions to our customers for more than 100 years. From builders and dealers to specifiers and homeowners, we offer exceptional product performance and unparalleled support. For more than a century, we’ve been building our reputation as a leader in sustainable wood products.

/Weyerhaeuser is an equal opportunity employer. Inclusion is one of our five core values and we strive to maintain a culture where all our people feel a sense of belonging, opportunity and shared purpose. We are committed to recruiting a diverse workforce and supporting an equitable and inclusive environment that inspires people of all backgrounds to join, stay and thrive with our team. /

SD1

Job: *Administrative, General Management, Legal, Real Estate, & Miscellaneous

Title: Customer Service Manager

Location: WA-Seattle

Requisition ID: 01021235