Customer Service Manager

Customer Service Manager

URGENT!!! Please, apply only if you have the right skills.

Reports to: Executive VP

Location: Vineland, NJ

Job Type: Full-time – Onsite

About the company:

Our client is a family-owned company with roots in Italy, dedicated to bringing the finest European deli meats to the U.S. Since 2014, who's been offering authentic specialties from Italy, Spain, France, and Germany, carefully selected and freshly sliced in our state-of-the-art facility.

We’re looking for a Customer Service Manager who will be responsible for overseeing and enhancing the overall customer service experience by ensuring timely order processing, efficient communication, and proactive issue resolution. This role supports sales activities, coordinates with production and logistics, and leads the customer service team to achieve high standards of customer satisfaction and operational excellence.

Key ResponsibilitiesCustomer Interaction & Order Management

• Maintain daily communication with customers, sales representatives, brokers, and major retail partners.
• Receive and process customer orders in the ERP system and through customer EDI platforms, ensuring timely and accurate EDI transmission, mapping, and issue resolution.
• Manage retailer-specific requirements, including routing guides, vendor portals, labeling, ticketing, and compliance documentation.
• Prepare all internal documentation related to orders, samples, promotions, and special programs.
• Coordinate with production planning and warehouse teams to ensure customer order requirements—including promotional orders and retail program commitments—are met on time.
• Organize and monitor prompt and accurate deliveries to customers and key retail accounts, ensuring adherence to shipping windows and compliance standards.

Customer Service Operations

• Manage customer complaints and provide timely, effective resolutions, including investigating EDI errors, chargebacks, deductions, and retailer compliance issues.
• Collaborate with Production Planning, Operations, Sales, and Quality teams to identify and resolve issues impacting order fulfillment, service levels, and customer satisfaction.
• Support and back up other customer service team members as needed.
• Develop and maintain customer service policies, procedures, and tools to ensure consistency and efficiency, particularly in areas such as EDI workflows, retailer routing, and promotional program execution.

Leadership & Team Development

• Provide leadership and guidance to the customer service team through customer-focused problem solving, effective communication, and continuous coaching.
• Establish clear KPIs, goals, and performance metrics for the team, including fill rate, on-time delivery, EDI accuracy, retailer scorecard performance, and promotional execution success.
• Lead by example, promoting a culture of accountability, collaboration, and customer orientation.

Cross-functional & Management Support

• Support sales representatives with customer-related requests, including promotional planning, inventory availability, and retailer-specific requirements.
• Work closely with Sales to implement promotional programs, pricing updates, and seasonal campaigns while ensuring operational readiness.
• Assist top management with reporting, performance updates, retailer scorecards, and other assigned projects.

Qualifications & Skills

• Bachelor’s degree in business administration or related field.
• Proven experience in customer service management or similar role, preferably in a manufacturing or CPG environment.
• Strong knowledge of ERP and EDI systems, with hands-on experience supporting large retail accounts
• Solid understanding of retailer compliance, routing guides, vendor portals, promotions, and chargeback management.
• Excellent communication, leadership, and problem-solving skills.
• Customer-focused mindset with a strong sense of urgency and attention to detail.
• Ability to multitask and work effectively under pressure in a fast-paced, retail-driven environment.