Senior Customer Service Manager

Job Description

Job Description

Position Summary

The Senior Customer Service Manager is a strategic leadership role responsible for overseeing customer service operations within a fast-paced Consumer Packaged Goods (CPG) environment. This position leads daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, third-party logistics providers (3PLs), and internal teams. The role provides strategic leadership, strengthens cross-functional collaboration, and ensures the delivery of exceptional customer experiences while supporting scalable business growth.

Key Responsibilities

• Partner with the sales team to manage relationships with key retail customers, addressing service needs and supporting business growth.

• Lead, mentor, and develop a high-performing customer service team across multiple regions to achieve and exceed performance targets, including On Time In Full (OTIF) metrics.

• Collaborate with Sales, Supply Chain, and Finance to optimize cross-functional processes, resolve complex issues, support month-end reporting, and investigate customer deductions.

• Implement process improvements to minimize compliance-related charges and improve operational efficiency.

• Own the end-to-end customer service workflow, including order management, issue resolution, escalations, and customer communications.

• Serve as the primary escalation point for complex customer issues, ensuring timely resolution and conducting root-cause analysis to prevent recurring problems.

• Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and compliance.

• Create and maintain performance dashboards and reporting tools to monitor service levels and present results to senior leadership.

Required Qualifications

• Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).

• 7+ years of progressive customer service experience.

• At least 3 years of leadership or management experience within a Consumer Packaged Goods (CPG) environment.

• Demonstrated success leading customer service teams in a high-volume, fast-paced environment.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication and interpersonal skills.

• Experience with customer service software and ERP systems; NetSuite experience is preferred.

• Ability to collaborate effectively across departments and manage multiple priorities.

• Experience leading change management initiatives and implementing new technologies.

Key Competencies

• Customer-focused mindset

• Strategic leadership

• Process improvement

• Cross-functional collaboration

• Organizational and time management skills

• Adaptability in a fast-paced environment

• Team leadership and coaching

• Operational excellence

Company Description

W3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.

We’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.

Our Services
W3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.

We specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.

We are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.

Our Expertise
W3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.

As a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.

Company Description

W3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.\r\n\r\nWe’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.\r\n\r\nOur Services\r\nW3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.\r\n\r\nWe specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.\r\n\r\nWe are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.\r\n\r\nOur Expertise\r\nW3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.\r\n\r\nAs a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.