Job Description

JOB SUMMARY:

The Customer Service Manager leads the order entry and customer service functions, ensuring accuracy, efficiency, and exceptional support across daily operations. This role oversees team performance, manages critical order schedules, and serves as a key liaison between internal departments and external partners. The manager drives process improvements, maintains compliance standards, and fosters the professional growth of the customer service team.

RESPONSIBILITIES / DUTIES:

· Oversee the accuracy, timeliness, and productivity of daily order entry and customer service activities in compliance with company policies and audit requirements.

· Lead, train, and coach Customer Service Specialists to achieve department goals and deliver continuous improvement.

· Manage and maintain order cut-off schedules, including adjustments for holidays and business unit needs, to ensure seamless order processing.

· Serve as the escalation point for distributor and internal customer order issues, driving swift resolution and long-term solutions.

· Partner with distribution supervisors and other key contacts to resolve issues and enhance day-to-day operations.

· Act as the on-site system expert (SAP), generating reports, identifying improvement opportunities, and collaborating cross-functionally with Sales and Supply Chain teams to implement new processes.

· Regularly review and refine customer service procedures to ensure compliance and operational excellence.

· Provide ad-hoc reporting and insights for management decision-making.

· Collaborate with peers across departments to align customer service activities with overall business objectives.

WORK EXPERIENCE / KNOWLEDGE:

· 3 years of experience leading a Customer Service team.

· SAP ERP knowledge is strongly preferred.

SKILLS / OTHER PERSONAL ATTRIBUTES REQUIRED:

· Strong analytical and problem-solving skills.

· Advanced proficiency in Microsoft Excel and Office Suite.

· Excellent verbal and written communication skills.

· Ability to prioritize, multi-task, and adapt in a fast-paced, dynamic environment.

· High attention to detail and accuracy

· Bilingual (English/Spanish) is a plus.  

FORMAL EDUCATION:

· Bachelor’s Degree in Business or a related field is required.

WORKING CONDITIONS:

· Normal office environment with little exposure to noise, dust and temperature fluctuations

· Ability to lift 10 pounds as needed

· Primarily a standard work schedule, with flexibility required based on business needs.

· 3 days in office, 2 days remote flexible schedule

Salary Range: 

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