Customer Service Manager (Manufacturing)

📍 Baton Rouge, Louisiana

💰 Starting Salary: $90,000 annually

Omni Specialty Packaging is a growing, family-owned lubricant manufacturer committed to respect, integrity, teamwork, and accountability. We are seeking an experienced Customer Service Manager to lead our customer service team and strengthen the experience we provide to every customer.

This highly collaborative leadership role is responsible for customer service strategy, team development, order management, service performance, and continuous improvement. The ideal candidate is a hands-on leader who can build strong relationships, improve processes, and collaborate effectively with Sales, Supply Chain, Operations, Production, Logistics, and Finance.

• Lead, coach, mentor, and develop the customer service team.
• Develop and execute a customer service strategy aligned with company objectives.
• Establish and monitor departmental goals, KPIs, and performance standards.
• Ensure customer orders are processed accurately and on time.
• Resolve escalated customer concerns and lead effective service-recovery efforts.
• Monitor customer satisfaction, retention, order flow, backlog, and shipping performance.
• Coordinate customer priorities across departments.
• Analyze service data and implement process improvements.
• Develop and maintain standard operating procedures.
• Support forecasting, demand planning, and proactive customer communication.
• Prepare reports and recommendations for executive leadership.
• Support ERP and CRM improvements and process optimization.
• Evaluate new technologies, including artificial intelligence, to improve customer service operations.
• Promote a culture of accountability, continuous improvement, and customer focus.

• At least seven years of customer service experience, including leadership responsibilities.
• Proven ability to lead, coach, and develop a high-performing team.
• Strong customer relationship management and conflict-resolution skills.
• Experience developing KPIs and managing departmental performance.
• Knowledge of order management, logistics, and supply chain operations.
• Strong analytical, organizational, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Experience using ERP and CRM systems.
• Advanced Microsoft Office skills, particularly Excel.
• Ability to manage competing priorities in a fast-paced manufacturing environment.
• Bachelor’s degree in business, supply chain, marketing, or a related field preferred.
• Manufacturing, industrial, chemical, or lubricant industry experience preferred.

This position works in both office and manufacturing environments. The role requires occasional travel and the ability to enter production and warehouse areas while wearing required personal protective equipment.

• If you are a customer-focused leader who enjoys developing teams, improving processes, and partnering across an organization, we invite you to apply and grow with Omni Specialty Packaging.