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About the Job:
Job Summary:
The Customer Service Manager is a strategic leadership role responsible for overseeing customer service operations within a fast-paced Consumer Packaged Goods (CPG) environment. This role manages daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, 3PL partners, and internal teams. The Senior Manager will provide strategic leadership, strengthen cross-functional collaboration, and ensure the team delivers exceptional customer experiences while supporting scalable business growth.
Key Responsibilities:
About the Job:
- Job Role: Customer Service Manager with Consumer Packaged Goods(CPG)
- Job Location : Brea, CA
- Job Type : Full Time - Hybrid
Job Summary:
The Customer Service Manager is a strategic leadership role responsible for overseeing customer service operations within a fast-paced Consumer Packaged Goods (CPG) environment. This role manages daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, 3PL partners, and internal teams. The Senior Manager will provide strategic leadership, strengthen cross-functional collaboration, and ensure the team delivers exceptional customer experiences while supporting scalable business growth.
Key Responsibilities:
- Partner with the sales team to manage relationships with key retail customers, address service needs, and support business growth.
- Lead, mentor, and develop a high-performing customer service team across multiple regions to achieve and exceed performance targets, including On Time In Full (OTIF) metrics.
- Collaborate with sales, supply chain, and finance teams to optimize cross-functional processes, resolve complex issues, support month-end reporting, and assist with customer deduction investigations and resolutions.
- Implement process improvements to minimize non-compliance charges and enhance operational efficiency.
- Own the end-to-end customer service workflow, including order management, issue resolution, escalations, and customer communications.
- Serve as the primary escalation point for complex customer issues, ensuring timely resolution and conducting root-cause analysis to implement preventive actions.
- Create and refine Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and compliance.
- Develop performance dashboards and reporting tools to monitor service levels and present insights to senior leadership.
- Bachelor s degree in Business Administration, Management, or a related field; Master s degree preferred.
- 7 years of progressive customer service experience, including at least 3 years in a management or leadership role within the CPG industry.
- Proven track record of driving service excellence and leading teams in a high-volume, fast-paced environment.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent communication and interpersonal skills.
- Expertise in customer service software and ERP systems; NetSuite experience preferred.
- Ability to collaborate effectively across departments and manage multiple priorities.
- Experience with change management initiatives and implementation of new technologies.