Customer Service Manager

Job Summary

This position reports directly to the Director of Supply Chain and will work out of the corporate office primarily in Naperville, IL while also working out of our plant in East Chicago, IN 1-2 days each week.

As the Customer Service Manager, you will be responsible for leading the customer service function for a frozen food manufacturing business, ensuring exceptional service levels while supporting order fulfillment, logistics coordination, and customer satisfaction. This role serves as a key liaison between Sales, Operations, Logistics, and customers, with a strong focus on accuracy, responsiveness, and continuous improvement.

Key Responsibilities

In this role you will need to possess strong interpersonal skills, communication skills, and the ability to work independently, and as part of a team. You will need to be proficient using Microsoft Office products along with being comfortable with learning Plex ERP.

• Customer Service Leadership:
• Lead, coach, and develop the customer service team to deliver high-quality support to retail, food service, co-manufacturing and ingredients customers
• Set performance expectations, monitor KPIs (order accuracy, OTIF, response time, etc.), and drive accountability
• Foster a customer-centric culture focused on problem resolution and proactive communication
• Order Management & Fulfillment:
• Oversee order entry, order changes, and order confirmation processes
• Ensure accurate processing of orders in Plex ERP system
• Partner with Scheduling, Production, Sales and Logistics teams to ensure timely fulfillment of customer orders
• Customer Relationship Management:
• Serve as the escalation point for customer issues related to orders, deliveries, shortages, damages, and credits
• Build strong relationships with key customers and internal stakeholders
• Proactively communicate supply chain constraints, lead times, and service disruptions
• Collaboration:
• Work closely with Sales to support customer expectations and service strategies
• Collaborate with Supply Chain, Warehousing and Logistics teams to optimize service levels
• Support new customer onboarding and product launches
• Process Improvement & Reporting:
• Analyze service metrics and customer feedback to identify trends and improvement opportunities
• Implement and document standard operating procedures (SOPs)
• Drive system enhancements, automation, and best practices within customer service operations
• Compliance & Industry Requirements:
• Ensure adherence to food safety, quality, and traceability standards relevant to frozen food manufacturing
• Maintain accurate documentation related to calls, tracking and customer inquires
• Other Duties: Be open to completing other duties as assigned.
  

Required Qualifications

• Bachelor’s degree in Business, Supply Chain, or related field (or equivalent experience)
• 7 years of experience in Customer Service, including 3 years in a management or leadership role
• Experience in food manufacturing or Consumer Packaged Goods (CPG)
• Excellent communication, problem-solving and organizational skills
• Attention to detail, ability to handle multiple projects and effectively prioritize
• Strong knowledge of order to cash processes and ERP systems
  
  

Preferred Qualifications

• Experience in a fast-paced or manufacturing environment
• Experience with customer portals
• Bi-lingual in Spanish
  
  

Physical Requirements

• Ability to stand or sit for extended periods
• Ability to lift or move packages weighing up to 25lbs
  
  

WHY JOIN US?

• Play a key role in the launch of a next-generation facility
• Work with a collaborative and innovative-driven team
• Help deliver high-quality, safe, and delicious food products to consumers
• Contribute to the future of food manufacturing through automation and sustainability