Customer Service Manager

The Customer Service Logistics (CLS) Manager is responsible for leading the Customer Service and Logistics teams within a food manufacturing environment to ensure exceptional service from order entry to customer delivery. This role requires communication between Demand Planning, Inventory Management, Sales, FSQA and Finance.  This role will also require CLS Manager to drive the team to deliver Best-In-Class customer satisfaction that strengthens our partnerships, improves profitability, and protects our brands.

COMPETENCIES:

Leadership & Team Management

• Lead, coach, and develop the customer service team to achieve performance goals and maintain high service standards.
• Establish clear expectations, monitor productivity, and conduct regular performance reviews.
• Foster a collaborative, customer-focused culture centered on accountability and continuous improvement.
• Manage staffing, scheduling, training, and succession planning for the department.

Customer Relationship Management

• Serve as the primary escalation point for key customer concerns, complaints, and service issues.
• Build and maintain strong relationships with customers, brokers, distributors, and internal stakeholders.
• Ensure timely communication regarding order status, product availability, delays, and resolutions.
• Promote customer satisfaction and retention through proactive service management.

Order Management & Operations

• Oversee order entry, order accuracy, pricing validation, product allocation, and fulfillment processes.
• Coordinate closely with production planning, supply chain, warehousing, and transportation teams to ensure on-time delivery.
• Manage backorders, shortages, substitutions, and customer-specific requirements.
• Ensure compliance with customer routing guides, delivery windows, and service agreements.

Cross-Functional Collaboration

• Partner with Sales, Operations, Demand Planning, Quality Assurance, and Finance to resolve issues and improve processes.
• Support new product launches, promotions, and customer onboarding activities.
• Communicate customer feedback and market trends to internal teams.

Metrics & Continuous Improvement

• Identify service gaps and implement corrective actions to improve efficiency and performance.
• Lead process improvement initiatives related to systems, workflows, and customer communication.
• Utilize ERP and CRM systems to analyze data and improve service execution.

EDUCATION AND EXPERIENCE: 

• Bachelor’s degree in Business, Supply Chain, Operations, or related field preferred.
• 5+ years of customer service or supply chain experience, preferably in food manufacturing, consumer packaged goods, or related industry.
• 2+ years of leadership or management experience.
• Strong knowledge of order management, logistics, production planning, and customer account management.
• Experience with JD Edwards and Microsoft Office Suite.
• Excellent communication, problem-solving, and organizational skills.
• Ability to work in a fast-paced environment and manage multiple priorities.

Skills

• Experience with major retailers, distributors, or foodservice customers.
• Knowledge of inventory management and demand planning concepts.

Success Measures

• High customer satisfaction
• Improved OTIF and fill rate performance
• Reduced order errors and claims
• Strong employee engagement and retention
• Efficient cross-functional execution and communication

TRAVEL REQUIREMENTS:

• N/A