Customer Service Manager

Responsibilities:

• Lead, coach, and develop the Customer Service team by establishing performance expectations, providing regular feedback, and fostering professional development.
• Establish customer service standards, procedures, and best practices to deliver a consistent customer experience.
• Monitor team workload and service levels to ensure timely response to customer inquiries and order processing.
• Oversee the complete order-to-cash process and ensure customer orders are entered, validated, and processed accurately within established service level expectations.
• Coordinate order prioritization and allocation during inventory constraints.
• Serve as the primary escalation point for customer service issues and complex order situations.
• Communicate proactively with customers regarding order status, product availability, shipment delays, and issue resolution.
• Partner closely with Sales to support customer growth initiatives and maintain high customer satisfaction.
• Oversee EDI transaction accuracy, including Purchase Orders (850), Purchase Order Acknowledgements (855), Advance Ship Notices (856), Invoices (810), and other customer-required transactions.
• Coordinate with SPS Commerce, ERP support, and IT to resolve EDI issues.
• Analyze trends in customer complaints, deductions, order accuracy, and service failures to minimize retailer deductions, chargebacks, and compliance violations.
• Collaborate with Sales, Planning, Finance, Marketing, and Supply Chain to support customer requirements and new product launches.
• Participate in Sales & Operations Planning (S&OP) meetings by providing customer demand insights and service performance metrics.
• Support and implement continuous improvement initiatives across customer service, logistics, and order management to enhance customer experience and operational efficiency.
• Develop and maintain KPI dashboards measuring customer service performance.

Qualifications:

• Bachelor's degree in Business, Supply Chain, Operations, or related field or equivalent experience.
• 5+ years of progressive customer service, order management, or supply chain experience within CPG, food & beverage, or related industries.
• 2+ years of leadership or supervisory experience.
• Strong understanding of order management, customer compliance, and retailer requirements.
• Experience working with ERP systems (NetSuite, SAP, Microsoft Dynamics, or equivalent).
• Experience with EDI transactions and platforms such as SPS Commerce.
• Strong Microsoft Excel and reporting skills.

Preferred Qualifications:

• Experience supporting major retailers including Walmart, Target, Costco, Amazon, Kroger, or regional grocery customers.
• Knowledge of retailer scorecards, OTIF metrics, routing guides, and chargeback management.
• Experience working with third-party logistics (3PL) providers.
• APICS CSCP, CPIM, Lean Six Sigma, or equivalent certification.
• Experience implementing customer service process improvements or systems enhancements.