Customer Service Operations Manager

A growing, family-owned manufacturing and distribution company in Kent is seeking a hands-on Customer Service Operations Manager to oversee customer order fulfillment, improve processes, and deliver an exceptional customer experience.

This role serves as a key connection between customers, sales, production, warehouse, and finance, ensuring orders move efficiently from entry through delivery. The ideal candidate understands how customer commitments, inventory availability, production schedules, and shipping timelines work together to support operational success.

We’re looking for someone with:

• Customer service leadership experience within manufacturing, distribution, packaging, consumer products, or a similar operational environment
• Experience managing order flow, inventory coordination, shipping logistics, and ERP systems
• A proven ability to develop SOPs, improve processes, and establish meaningful performance metrics
• Strong communication skills with the ability to build relationships with customers and internal teams
• A hands-on, solutions-oriented approach with the ability to identify challenges and drive improvements
• Previous experience leading, mentoring, or developing team members

What you'll do:

• Manage the customer order lifecycle from order entry through successful delivery
• Partner with sales, production, warehouse, and finance to ensure customer expectations and delivery commitments are met
• Manage customer concerns and provide proactive communication and resolution
• Monitor order flow, backlogs, and service performance to identify opportunities for improvement
• Develop customer service processes, documentation, and reporting tools
• Support customer visits, trade shows, and business initiatives as needed
• Help build and develop the customer service function as the company continues to grow

Location: Kent, WA | Full-time | Onsite