Customer Solutions Manager

Description

ALCIVIA is growing and looking to add a full-time Customer Solutions Manager at our Cottage Grove, WI headquarters location. Are you looking for a company where work-life balance is respected, honest effort is rewarded, and your contribution is appreciated? You’re looking for ALCIVIA.

Work Setting: Onsite and In-Office.

Pay Type: Salary, bi-weekly.

Core Work Schedule: Monday - Friday, 8:00am to 4:30pm.

Work Location: 1401 Landmark Drive, Cottage Grove, WI, 53527.

Benefits: Full-time benefit eligibility begins the 1st of the month following date of hire.

• Medical Insurance, Health Savings Account (with Employer contributions), Dental Insurance, Vision Insurance, Flexible Spending Accounts, Critical Illness Insurance, Group Accident Insurance, Group Hospital Insurance, Legal Shield, and ID Shield.
• 401K company match up to 6% and 100% vested day one.
• Paid Parental Leave.
• Paid Time Off, Paid Holidays, and Paid Volunteer Time Off.
• 100% Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Life and AD&D Insurance, Employee Assistance Program.
• Company-Paid Training and Development Opportunities: Tuition Reimbursement, Certifications & Licenses, and more.
• Company Clothing Annual Allowance.
• Safety Boot Annual Allowance.

ALCIVIA is a leading, member-owned agricultural and energy cooperative located in Wisconsin and serving customers in Wisconsin, Minnesota, Illinois, and Iowa. We provide expertise, service, and products in the areas of agronomy, animal nutrition, energy, and grain, and have a full portfolio of options for competitive operating loans and input financing. Learn more at https://www.alcivia.com/

• Company Video: https://www.youtube.com/watch?v=EXksxCuX2Ak
• Visit our Company Social Media Accounts: Facebook and LinkedIn.

Customer Solutions Manager Essential Responsibilities:

The Customer Solutions Manager is responsible for leading and supporting the daily operations of the administrative team that handles service scheduling, dispatch coordination, contract execution, and customer billing. This role ensures accuracy, efficiency, and consistency across all internal processes that support operations. The manager works cross-functionally with our other Customer Solutions Managers, Accounting, Credit, Sales, and Operations teams to ensure aligned workflows and timely financial and service delivery. A key component of this role includes ensuring financial reporting integrity and compliance by coordinating closely with the accounting team on all billing-related processes.

While this position is primarily focused on internal administrative operations, the role also includes direct customer interaction. This position is expected to support customer service efforts via phone, email, and other communication channels, particularly during peak seasons, periods of high volume, or when additional coverage is needed. The manager is responsible for ensuring that all customer interactions—whether handled personally or by the administrative team—are professional, timely, and aligned with the company’s standards for service excellence. Close coordination with the entire Customer Solutions team is essential to ensure consistency and continuity across all customer touchpoints.

• Lead, coach, and support the administrative team responsible for billing, scheduling, dispatch, and account updates.
• Provide daily direction, performance feedback, and professional development opportunities.
• Foster cross-training to ensure flexibility and full coverage of responsibilities during high-volume periods.
• Oversee execution of administrative processes, including contract setup, dispatch scheduling, service ticket documentation, and billing data entry.
• Ensure administrative workflows are accurate, timely, and consistent with operational expectations.
• Maintain alignment between administrative processes and financial procedures established by the accounting team.
• Support data integrity for customer solutions related accounts receivable and payable entries, while ensuring the administrative team's activities contribute to accurate financial reporting.
• Monitor and manage completion of daily, month-end, and year-end administrative tasks to ensure operational and financial readiness.
• Collaborate closely with the accounting team to ensure workflows support auditability, compliance, and organizational financial goals—without assuming responsibility for accounting functions.
• Develop, implement, and maintain standard operating procedures (SOPs) to drive operational consistency, audit readiness, and training alignment.
• Ensure compliance with company policy, financial accuracy, and quality standards.
• Partner with all Customer Solutions teams, Credit, Sales, Operations, and IT teams to align workflows, enhance data accuracy, and improve the overall customer experience.
• Lead and support process improvement and system automation initiatives that enhance administrative performance and billing reliability.
• Coordinate with other business units for cross-functional support during peak seasons or staffing gaps.
• Serve as the primary point of escalation for billing discrepancies, data conflicts, or administrative delays.
• Work collaboratively to ensure timely resolution and clear documentation of corrective actions.
• Maintain and audit administrative records within ERP and CRM systems to ensure data accuracy and financial integrity.
• Track team performance metrics, processing timelines, and error rates; provide data-driven recommendations to leadership.
• Assist with customer service duties via phone, email, or other channels as needed to support team coverage.
• Support seamless coordination with front office teams to ensure a unified service approach.
• Perform management responsibilities including planning, organizing, staffing, directing, and controlling team activities.
• Drive employee engagement through recognition, communication, and a strong sense of team purpose.
• Other duties as assigned.

Requirements

Customer Solutions Manager Required Skills & Qualifications:

• Associate’s or Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• Minimum of 3-5 years of customer service experience, with at least 1-2 supervisory or team lead role.
• Strong leadership and team development skills with a proven ability to motivate and engage others.
• Exceptional communication, interpersonal, and conflict resolutions skills.
• Demonstrated experience with policy and process creation and management.
• Strong organizational and project management skills, including the ability to manage multiple priorities and meet deadlines.
• Proficiency in customer service and CRM systems; knowledge of automation tools and call center software is a plus.
• Ability to build relationships and collaborate effectively across departments and business units.
• Comfortable handling high-pressure situations with professionalism and sound judgement.
• Always have a safety-first approach.

Customer Solutions Manager Working Conditions:

• Full-time and onsite.
• May require travel to other office locations or customer sites. Travel reimbursement for lodging and meals. When traveling, an office shared company vehicle will be available for request.
• Standard office hours with potential need for flexibility during peak seasons or business needs.

Find your place in a positive, supportive atmosphere where opportunity is always growing, with a team that believes in its mission. Enjoy a job that grows along with you as your skills and talents evolve, while fueling the needs of your family, friends, and billions of others who depend on agriculture. Visit our Careers page to view all our current openings at https://www.alcivia.com/careers/

• ALCIVIA Locations: https://www.alcivia.com/connect/locations/