Customer Service Manager - Animal Nutrition

Job Description

Job Description

Our client is seeking a Customer Service Manager in eastern OH to lead and develop the customer service function for an established feed manufacturing operation. This hands-on leadership role will oversee a team while building the processes, expectations, and metrics needed to improve customer experience, strengthen proactive communication, and support continued business growth.

Responsibilities

• Lead, coach, and develop the customer service team
• Own the customer service function and establish clear expectations, processes, and accountability
• Improve the customer experience through proactive communication, consistent follow-through, and timely, accurate information
• Serve as a key point of escalation when production, scheduling, delivery, or other operational issues affect customers
• Work closely with mill operations and internal teams to identify potential customer issues and address recurring root causes
• Develop meaningful customer service metrics to measure performance and identify opportunities for improvement
• Build processes that improve response times, communication, issue resolution, and overall consistency while creating a scalable structure for continued growth
• Provide executive leadership with visibility into customer trends, challenges, and opportunities

Qualifications

• Feed industry experience is required
• Previous experience in customer service, customer experience, account support, or a related customer-facing function
• Leadership or team management experience with the ability to coach employees at different experience levels
• Working knowledge of feed manufacturing operations and the challenges that can affect customer orders and service
• Strong communication skills with the ability to work effectively with customers, operations teams, and executive leadership
• Demonstrated ability to build or improve processes, establish performance expectations, and develop meaningful customer service metrics
• Proactive, organized approach to identifying and resolving customer issues while managing multiple priorities in a fast-paced operating environment