What are the responsibilities and job description for the Customer Service Manager position at Jackson's Food Company?
Brief Description
MISSION:
Jackson’s Food Company is the Snack Super™ brand powered by heroic employees and premium avocado oil. We stand poised to upset the snacking status quo forever. All employees support our mission of delivering a safe and quality product.
Position Summary
The Customer Service Manager at Jackson’s Food Company is responsible for leading the customer service function, driving exceptional customer experiences, and ensuring efficient execution of order management, Vendor Managed Inventory (VMI) programs, EDI operations, and customer support processes. This role oversees the customer service team and serves as a key liaison between customers and internal departments including Supply Chain, Production, Warehouse, Logistics, and Sales. The Customer Service Manager is responsible for developing service strategies, optimizing processes, managing performance metrics, and ensuring customer satisfaction while supporting Jackson’s commitment to quality, responsiveness, and operational excellence.
ESSENTIAL DUTIES AND RESPONSIBILITIES: The following statements reflect the general details necessary to describe the major functions of this position and are not intended to be a detailed description of all the work/functions that may be required. Other duties may be assigned. Individual will work a varied schedule based on business needs.
EDUCATION And/or EXPERIENCE
MISSION:
Jackson’s Food Company is the Snack Super™ brand powered by heroic employees and premium avocado oil. We stand poised to upset the snacking status quo forever. All employees support our mission of delivering a safe and quality product.
Position Summary
The Customer Service Manager at Jackson’s Food Company is responsible for leading the customer service function, driving exceptional customer experiences, and ensuring efficient execution of order management, Vendor Managed Inventory (VMI) programs, EDI operations, and customer support processes. This role oversees the customer service team and serves as a key liaison between customers and internal departments including Supply Chain, Production, Warehouse, Logistics, and Sales. The Customer Service Manager is responsible for developing service strategies, optimizing processes, managing performance metrics, and ensuring customer satisfaction while supporting Jackson’s commitment to quality, responsiveness, and operational excellence.
ESSENTIAL DUTIES AND RESPONSIBILITIES: The following statements reflect the general details necessary to describe the major functions of this position and are not intended to be a detailed description of all the work/functions that may be required. Other duties may be assigned. Individual will work a varied schedule based on business needs.
- Lead and manage the day-to-day operations of the Customer Service team, ensuring timely and accurate order processing and exceptional customer support.
- Provide coaching, training, and performance management for Customer Service Coordinators and other customer-facing team members.
- Serve as the primary escalation point for complex customer inquiries, order issues, service concerns, and complaint resolution.
- Develop, implement, and monitor customer service policies, procedures, and best practices to improve service delivery, consistency, and operational efficiency.
- Establish, track, and report key performance indicators (KPIs) related to customer service, order fulfillment, response times, service levels, and customer satisfaction.
- Act as a central resource and problem solver for customer and supply chain challenges, leveraging cross-functional collaboration to drive effective solutions and meet business objectives.
- Partner closely with Sales, Supply Chain, Production, Warehouse, Logistics, and Finance teams to proactively manage customer needs and improve the overall customer experience.
- Oversee Vendor Managed Inventory (VMI) programs and third-party warehouse relationships, ensuring inventory accuracy, replenishment effectiveness, and successful order fulfillment.
- Manage and continuously improve EDI processes to support seamless customer transactions and accurate exchange of information.
- Analyze customer trends, service metrics, and operational data to identify opportunities for process improvements and enhanced customer satisfaction.
- Ensure inventory allocation, order prioritization, and fulfillment processes align with customer requirements and company objectives.
- Lead customer service initiatives that strengthen customer relationships, improve retention, and support business growth.
- Support new customer onboarding, system implementations, and process improvement projects related to customer service operations.
EDUCATION And/or EXPERIENCE
- Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or a related field preferred; equivalent combination of education and experience considered.
- Five or more years of experience in customer service, customer operations, supply chain, logistics, or related business functions.
- Minimum of three years of leadership or people management experience preferred.
- Experience managing customer relationships, order management processes, and service performance metrics.
- Experience in one or more of the following areas: customer service, purchasing, inventory control, supply chain management, forecasting, logistics, or demand planning.
- Experience with EDI systems, ERP platforms, and Vendor Managed Inventory (VMI) programs preferred.
- Strong analytical, problem-solving, communication, and organizational skills.
- Demonstrated ability to lead cross-functional teams, manage competing priorities, and drive continuous improvement initiatives.