What are the responsibilities and job description for the Manager, Customer Support (Retail & International Operations) position at CPS, Inc.?
My client, a dynamic, fast growing nutritional products manufacturing company, is seeking a Customer Support Manager to lead operations for a high-volume retail partner and international business channels. This role is responsible for overseeing end-to-end order management, ensuring on-time and accurate delivery, and driving operational excellence across customer support, supply chain, and logistics functions. This position will be located in Brea, CA and will have a hybrid schedule.
Key Responsibilities:
- Lead customer support operations for a major retail partner and international distributor accounts
- Ensure accurate order processing, on-time and in-full (OTIF) delivery, and compliance with routing and international requirements
- Partner cross-functionally with Sales, Planning, Logistics, Accounting, IT, and external partners to resolve operational issues and improve service performance
- Monitor inventory, order flow, and promotions to proactively mitigate risks and service disruptions
- Develop KPIs, reporting, and SOPs to enhance operational efficiency and scalability
- Manage, coach, and develop a customer support team, driving accountability and performance
- Serve as escalation point for complex service and operational challenges
- Lead continuous improvement initiatives and support organizational sustainability and compliance efforts
Qualifications:
- 5 years of customer service or supply chain operations experience
- Experience supporting large retail accounts and international operations preferred (Costco, Walmart, Sam’s Club, Target, Amazon)
- Strong leadership, ERP/EDI knowledge, and supply chain understanding
- Proven ability to improve service metrics, manage cross-functional relationships, and lead teams in fast-paced environments
Work Environment:
- Hybrid work environment with in-office presence required
- Fast-paced, collaborative, and growth-oriented organization
My client is offering growth potential in a progressive environment and a generous compensation package including relocation assistance if needed.