Customer Service Manager

JOB SUMMARY:

The Customer Service Manager is responsible for leading the customer service team and ensuring the delivery of exceptional service to customers in a food ingredients manufacturing business. This role serves as the primary liaison between customers and internal departments, including Sales, Production, Quality Assurance, Planning, Logistics, and Finance. The Customer Service Manager oversees order management, customer communications, issue resolution, and continuous improvement initiatives while ensuring compliance with food industry standards and company policies.

TYPICAL JOB DUTIES:

Customer Service Leadership

• Supervise, coach, train, and develop Customer Service Representatives.
• Establish performance expectations and monitor individual and team performance metrics.
• Conduct performance evaluations and provide ongoing feedback and development opportunities.
• Foster a customer-focused culture that emphasizes responsiveness, accuracy, and professionalism.

Order Management

• Oversee the end-to-end order fulfillment process, including order entry, order changes, shipment tracking, and customer follow-up.
• Ensure customer orders are processed accurately and efficiently.
• Coordinate with Sales, Production Planning, Supply Chain, and Logistics to meet customer delivery requirements.
• Monitor open orders and proactively communicate delays, inventory constraints, or supply issues.

Customer Relationship Management

• Serve as an escalation point for customer concerns, complaints, and service issues.
• Build and maintain strong relationships with customers, distributors, and internal stakeholders.
• Partner with Sales to support customer retention and business growth initiatives.
• Ensure timely and effective communication regarding product availability, lead times, pricing changes, and market conditions.

Cross-Functional Coordination

• Collaborate with Quality Assurance on customer complaints, product investigations, and corrective actions.
• Work with Manufacturing and Planning teams to address production schedules and customer priorities.
• Coordinate with Transportation and Logistics team to ensure timely shipments.
• Support new product launches and customer onboarding activities.

Food Industry Compliance

• Support customer requests related to product specifications, certificates of analysis, allergen statements, and other documentation.
• Ensure customer records and documentation are maintained in accordance with company and regulatory requirements.

Process Improvement and Reporting

• Analyze customer service performance metrics, including on-time delivery, order accuracy, fill rates, and customer satisfaction.
• Identify opportunities to streamline processes and improve operational efficiency.
• Develop and maintain standard operating procedures (SOPs) for customer service functions.
• Prepare reports and presentations for management regarding customer service performance and trends.

Other

• Adhere to all government and company safety, sanitation and GMP policies and regulations. Adhere to Food Safety, Quality and SQF Codes.
• Other duties as assigned by supervisor.

REQUIREMENTS:

• Degree in Business Administration, Supply Chain Management, or a related field preferred.
• Equivalent combination of education and experience may be considered.
• Customer service experience in a manufacturing environment required.
• Previous supervisory or team leadership experience preferred.
• Experience in food ingredients, food manufacturing, or consumer packaged goods industries strongly preferred.
• Strong understanding of order management and customer service processes within a manufacturing environment.
• Excellent communication, problem-solving, and conflict resolution skills.
• Strong organizational and time management abilities.
• Proficiency with ERP systems and Microsoft Office applications.
• Ability to analyze data and develop actionable recommendations.
• Demonstrated leadership and employee development skills.