Customer Service Manager

Position Overview
The Customer Service Manager oversees all customer-facing service operations within a fast-paced food manufacturing environment. This role is responsible for ensuring order accuracy, on-time delivery, clear communication with customers, and seamless coordination between Sales, Production, Logistics, Quality, and Planning. The Manager will build and lead a high-performing customer service team, optimize processes, enhance customer satisfaction, and support growth through operational excellence.

Key Responsibilities

Customer Service Leadership

• Lead, train, and develop the customer service team to ensure consistent service performance, compliance, and professionalism.
• Establish KPIs for order accuracy, response times, fill rates, and customer satisfaction.
• Serve as the escalation point for complex customer issues, complaints, or service breakdowns.

Order Management

• Oversee end-to-end order processing, including order entry, confirmations, changes, and communication of lead times or constraints.
• Ensure orders are processed in alignment with production schedules, inventory availability, and customer requirements.
• Collaborate with Production Planning and Supply Chain to resolve shortages, delays, or forecasting challenges.

Customer Communication and Relationship Management

• Maintain proactive, transparent communication with customers regarding shipments, delays, product availability, and service updates.
• Work closely with Sales to support new customer onboarding, specification changes, pricing updates, and program launches.
• Support key accounts with tailored service requirements, documentation needs, and performance reporting.

Cross-Functional Coordination

• Partner with QA to manage customer complaints, COAs, specifications, and regulatory documentation.
• Coordinate with Logistics to ensure accurate shipping instructions, freight arrangements, and delivery confirmations.
• Support Finance/AR in resolving invoice disputes and credit issues tied to order or shipment discrepancies.

Process Improvement

• Review and optimize customer service workflows, SOPs, and system utilization (ERP, CRM, portals).
• Analyze service trends to reduce errors, improve predictability, and enhance the customer experience.
• Drive continuous improvement initiatives aligned with food manufacturing operational standards.

Required Qualifications

• 5 years of customer service experience, preferably in food manufacturing or another regulated industry (CPG, nutraceutical, beverage).
• 2 years of leadership or supervisory experience.
• Strong understanding of production scheduling, logistics, and order-to-cash processes.
• Excellent communication, problem-solving, and customer relationship management skills.
• Ability to operate effectively in a high-volume, deadline-driven environment.

Preferred Qualifications

• Familiarity with EDI order management.
• Experience supporting national, retail, club, foodservice, or co-manufacturing customers.
• Data-driven approach to reporting and KPI management.

Performance Metrics

• Order accuracy and completeness.
• On-time and in-full (OTIF) delivery.
• Customer response time and satisfaction scores.
• Reduction in order errors, credits, and complaints.
• Team productivity and adherence to SOPs.
• Cross-department collaboration effectiveness.

Pay: $80,000.00 - $100,000.00 per year

Benefits:

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

Work Location: In person

Salary : $80,000 - $100,000