Customer Service Manager- Onsite

Customer Service Manager | Onsite

Celmark, International

Position Summary

This role collaborates cross-functionally with R&D, Operations, Quality, and Supply Chain to ensure a disciplined, process-driven execution of customer business across the full product lifecycle, consistently delivering on time. The role drives alignment and accountability across internal teams and Account Managers, ensuring adherence to process, exceptional customer service, and the ongoing optimization of new products and expansion of existing customer portfolios.

Key Responsibilities

· Lead, coach, and develop a team of Account Managers responsible for customer relationships and execution

· Drive a disciplined, process-driven approach to ensure consistency, accountability, and on-time delivery

· Ensure process alignment and accountability across internal teams, including R&D, Operations, Supply Chain, and Quality

· Partner cross-functionally to ensure teams are aligned, informed, and executing against timelines and requirements

· Oversee the full lifecycle of customer business, ensuring work progresses without delays or breakdowns

· Act as escalation point for customer issues, resolving challenges quickly and effectively

· Maintain direct relationships with key customers while supporting the broader team

· Ensure Account Managers deliver exceptional customer service and are aligned and responsive

· Drive identification of opportunities to optimize new products and expand existing customer portfolios

· Build and continuously improve processes to enhance efficiency, communication, and execution

· Monitor KPIs tied to responsiveness, execution, on-time delivery, and customer satisfaction

What You’ll Bring

· Strong leadership capability with focus on coaching, accountability, and performance

· Ability to drive process discipline across teams

· Customer-first mindset with urgency and ownership

· Commercial awareness with ability to support portfolio growth

· Highly organized with strong attention to detail

· Strong cross-functional communication across technical and operational teams

· Solutions-oriented with ability to step in and lead at any level

Qualifications

· 5 years in account management, customer service, or client-facing roles

· 2 years leading or managing a team

· Experience in liquid supplements and skincare & topicals preferred

· Experience in contract manufacturing required

· Strong understanding of product lifecycle, order flow, and execution processes

· Experience working cross-functionally with R&D, Operations, Supply Chain, and Quality

· ERP or order management system experience required

Success in This Role Looks Like

· Customer business flows seamlessly across the full product lifecycle

· On-time delivery is consistent and predictable

· Internal teams are aligned and accountable to process

· Team is high-performing and customer-focused

· Customer relationships are growing and expanding

· Processes are clear, scalable, and consistently followed

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person