Customer Service/Order Fulfillment Manager

Reporting to the Manufacturing & Customer Service Director, this manager owns the day-to-day

performance of the fulfillment and customer service function, drives process improvement, and

ensures the team is equipped to meet customer expectations and company service level goals.

This role is expected to operate as a hands-on leader, balancing day-to-day operational

involvement with team development, process improvement, and systems optimization while

helping support the continued growth and evolution of the function over time.

Key Responsibilities:

Customer Service & Order Fulfillment Operations

• Oversee end-to-end order management from order receipt through delivery and customer

confirmation

• Ensure accurate and timely processing of all customer orders across channels (retail,

wholesale, eCommerce, DTC)

• Own customer service standards and ensure the team delivers consistent, professional, and

proactive communication to customers

• Monitor order flow, open order reports, service levels, and fulfillment KPIs to identify and resolve

bottlenecks before they impact customers

• Manage retailer compliance requirements, including routing guides, labeling standards, and

chargeback prevention

Team Leadership & Development

• Hire, train, coach, and develop a team of Order Fulfillment Coordinators and Customer Service

Representatives

• Set clear performance expectations, conduct regular 1:1s and performance reviews, and foster

a culture of accountability and continuous improvement

• Manage team workload, coverage, and capacity planning to support operational demands

• Serve as an escalation point for complex customer issues, disputes, and operational

challenges

Logistics & Supply Chain Coordination

• Partner with carriers, 3PLs, and warehouse teams to ensure on-time shipment execution and

delivery performance

• Collaborate with Logistics Manager on freight coordination, BOL management, claims

processing, and carrier performance tracking

• Collaborate with Supply Chain and Demand Planning teams to align inventory availability with

customer order commitments

• Support import/export coordination and documentation as needed

Reporting, Analytics & Process Improvement

• Develop and maintain KPI dashboards and reporting for order fulfillment, on-time delivery,

Identify process gaps and lead initiatives to improve order accuracy, cycle times, customerexperience, and operational efficiency

•Lead or support implementation, enhancement, and adoption of ERP, order management, EDI,and related business systems

•Partner with cross-functional stakeholders to improve workflows, reporting, automationopportunities, and data accuracy

•Document and maintain SOPs for all core fulfillment and customer service workflows

Qualifications & Experience:

•5–8 years of progressive experience in customer service, customer operations, orderfulfillment, logistics, supply chain operations, or related functions

•Minimum 2 years of people management experience, including hiring, coaching, andperformance management

•Experience with ERP, order management, and EDI systems in a retail, wholesale, or distributionenvironment

•Experience leading or supporting process improvements, systems enhancements, oroperational initiatives

•Strong analytical, communication, and cross-functional collaboration skills

Preferred

•Experience in CPG, food & beverage, retail distribution, or related industries

•Experience with 3PL management, retailer compliance, chargeback reduction, or eCommercefulfillment

•Knowledge of international logistics and import/export processes

•Exposure to Lean, Six Sigma, AI-enabled tools, or workflow automation technologies

•Bachelor’s