Customer Service Manager

Location: Brundidge, AL

Department: Customer Service / Operations

Reports To: Plant Manager

Please note: This position does not offer relocation assistance or work visa sponsorship.

Position Summary

The Customer Service Manager plays a hands-on role in managing daily customer service operations within a manufacturing environment. This position is responsible for executing and overseeing order processing, ensuring accuracy, and maintaining strong communication across departments to meet customer commitments. The role focuses on completing key service functions, resolving issues, improving processes, and supporting a high level of customer satisfaction.

Key Responsibilities

Customer Service Operations & Order Management

• Manage the full order lifecycle including order entry, confirmation, scheduling, and delivery coordination.
• Ensure accuracy of orders, pricing, product specifications, and delivery timelines.
• Respond to customer inquiries, resolve issues, and handle escalations in a timely manner.
• Maintain clear and consistent communication with customers regarding order status, lead times, and changes.

Cross-Functional Coordination

• Work closely with production, scheduling, logistics, and sales teams to ensure orders are fulfilled accurately and on time.
• Communicate production schedules, constraints, and updates to customers as needed.
• Partner with finance to address billing questions, credit concerns, and account discrepancies.
• Coordinate customer label development and inventory.

Process Execution & Improvement

• Identify inefficiencies in customer service workflows and implement practical improvements.
• Develop, document, and maintain standard operating procedures (SOPs).
• Support continuous improvement efforts to enhance service quality and operational efficiency.

Performance Tracking & Reporting

• Monitor key service metrics such as order accuracy, response time, and on-time delivery.
• Track trends and provide regular updates on performance and customer feedback.
• Take action to improve performance based on data and operational needs.

Customer Relationship Support

• Build and maintain strong working relationships with customers through responsive and reliable service as the primary point of contact for all customer related inquiries and issues.
• Support sales efforts by coordinating commercialization efforts.
• Proactively communicate delays, product updates, and service-related information.

Team Support & Leadership

• Provide day-to-day guidance and support to customer service team members.
• Assist with onboarding and training to ensure consistency in processes and communication.
• Contribute to a positive, team-oriented work environment.

Qualifications

Education

• Bachelor’s degree in Business Administration, Supply Chain, or related field preferred (or equivalent experience).

Experience

• 5 years of customer service experience, preferably in a manufacturing or industrial environment.
• Prior experience working with order management systems, ERP systems, or CRM platforms.
• Strong proficiency in Excel.

Skills & Competencies

• Strong problem-solving and organizational skills.
• Excellent communication and attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Practical understanding of order flow, production coordination, and customer requirements.
• Ability to take initiative and drive tasks through to completion.

Work Environment

• Office environment within a manufacturing facility.
• Frequent interaction with production, warehouse, and logistics teams.
• May require occasional overtime to meet customer or production demands.

Trillium Foods provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind, in accordance with all applicable federal, state, and local laws.