Manager, Customer Service

Customer Service Manager

Voyant Beauty believes our people are more than just employees; they're the driving force behind everything we achieve. Our culture fosters teamwork, respect, and camaraderie, ensuring that every individual's contribution is valued and celebrated. We invest in their growth, providing opportunities for development and advancement within our dynamic team. Voyant Beauty is a company that specializes in the development and manufacturing of beauty, personal and home care products. We work with various brands, retailers, and businesses to create customer formulations and products tailored to their needs. This can include skincare, haircare, bath and body products, fragrances, and more. Essentially, Voyant Beauty serves as a one-stop-shop for companies looking to bring their beauty and personal care product ideas to life. Safety is a core value at Voyant Beauty. We prioritize the well-being of our team members, ensuring a safe and secure environment where everyone can thrive and excel. If you're seeking to be part of a team where your talents are valued, your safety is paramount, and your efforts contribute to meaningful change, then Voyant Beauty is the place for you. Come join us and be a part of our journey.

The Customer Service Manager is responsible for leading the Customer Service team and ensuring the delivery of exceptional service to business-to-business (B2B) customers. This role oversees order management processes (both EDI and manual), drives customer satisfaction metrics, and plays a key role in operational and strategic initiatives that impact the customer experience. The Customer Service Manager partners cross-functionally with Sales, Logistics, Finance, and Operations to proactively manage customer accounts, resolve complex issues, and improve systems and workflows. This role develops team members, manages customer escalations, and ensures consistent, high-quality service aligned with company goals.

What You Will Do:

• Supervise daily operations, performance management, training, and development of Customer Service Representatives.
• Build a customer-first culture and ensure service metrics are consistently met.
• Oversee processing of customer orders via EDI and manual entry. Ensure accuracy, timeliness, and alignment with customer expectations and internal production capabilities.
• Act as a key point of contact for top-tier accounts and complex escalations. Ensure prompt and professional communication and issue resolution.
• Partner with Sales, Operations, Planning, Logistics, Finance, Quality, Project Management, and IT to align priorities, support customer needs, and streamline internal processes.
• Identify opportunities to improve service delivery, lead or participate in cross-functional initiatives, and generate reporting on service levels, order accuracy, and team performance.
• Lead onboarding and training for new customer service hires.
• Guide conversion of key accounts from manual to EDI ordering.
• Monitor and analyze customer KPIs and initiate corrective actions as needed.
• Represent the voice of the customer in internal business reviews and improvement projects.
• Maintain SOPs and ensure team adherence to documentation and compliance standards.
• Support price updates, system transitions, and promotional campaigns.

Some duties may vary slightly by location.

Education Qualifications:

• Bachelor's Degree Business, Communications, Supply Chain, or related field (Preferred) or High School Diploma or GED (Required)

Experience Qualifications:

• 4-6 years in manufacturing, supply chain, or distribution settings (Preferred)
• 1-3 years managing direct reports and performance metrics (Preferred)
• 1-3 years working knowledge of order processing and data management systems (Preferred)
• 1-3 years including onboarding and managing EDI accounts (Preferred)

Skills and Abilities:

• Leadership and team development (High proficiency)
• Customer relationship management (High proficiency)
• EDI and manual PO processing (High proficiency)
• ERP system navigation and data accuracy (JDE preferred) (Medium proficiency)
• Cross-functional communication and collaboration (High proficiency)
• Conflict resolution and escalation management (High proficiency)
• Analytical and reporting skills (Excel, dashboards, KPIs) (Medium proficiency)
• Project and time management (High proficiency)
• Continuous improvement mindset (Medium proficiency)
• Microsoft Office tools (Excel, Outlook, PowerPoint, Word) (Medium proficiency)

To Staffing and Recruiting Agencies:

Our company does not accept unsolicited curriculum vitae's or applications from agencies. We are not responsible for any fees related to unsolicited curriculum vitae's or applications and explicitly reserve its right to contact candidates presented in such unsolicited curriculum vitae's or applications. Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, sex, color, national origin, sexual orientation, age, disability or veteran status. Voyant Beauty will consider requests for accommodations due to a disability impacting a qualified employee's ability to perform the essential functions of their position consistent with applicable laws. In addition to federal law requirements, Voyant Beauty complies with applicable provincial and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.