Customer Service/Order Entry Supervisor

About Cedar Crest Dairy

Cedar Crest Dairy Inc is a family-owned business that has been serving the West Michigan community since 1978. Founded by brothers Rob and Rick Becker, Cedar Crest has grown from a small operation with one truck to a thriving company that supplies grocery stores, ice cream shops, and schools with high-quality dairy products.

About the role

The Customer Service / Order Entry Supervisor is a hands-on leader, supporting the customer service and order entry team to ensure accurate order processing, high service levels, and positive customer experiences. This role is responsible for daily team supervision, performance management, process improvement, and cross-functional coordination. This role ensures and actively participates in accurate, timely order processing while supporting high service levels for customers. The supervisor is responsible for team leadership and collaboration with sales, warehouse, and logistics teams.

What you'll do

• Supervise, coach, and develop a team of customer service and order entry representatives
• Oversee daily order entry operations to ensure accuracy, timeliness, and compliance with cut-off times
• Monitor workload, staffing levels, and priorities to meet service and order deadlines
• Serve as the escalation point for customer concerns, order discrepancies, shortages, substitutions, and delivery issues
• Review and approve order corrections, credits, and adjustments in accordance with company policies
• Partner closely with sales, warehouse, transportation, and inventory teams to ensure accurate fulfillment and on-time delivery
• Establish and track service levels and standards, productivity goals order accuracy, service standards and customer satisfaction metrics
• Provide regular feedback and ongoing coaching for team members to support employee development
• Identify and implement process improvements to increase accuracy, efficiency, and customer satisfaction
• Ensure team compliance with company policies, procedures, and service standards
• Support the launch and adoption of new applications and technologies, including AI-driven tools and other innovative advancements.

Qualifications

• High School Diploma (or equivalent); associates or bachelor’s degree preferred
• 3–5 years of customer service and/or order entry experience, including minimum 2 years in a supervisory or people-management role
• Minimum of 2 years of experience in warehousing, logistics, food distribution or related industry
• Proven ability to lead, motivate, and manage teams effectively
• Strong attention to detail with the ability to balance accuracy and efficiency
• Excellent communication, organizational, and problem-solving skills
• Proficiency with order management systems, CRM platforms, and Microsoft Office
• Ability to handle escalations and make sound decisions in a fast-paced environment