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About the Role
The Customer Service Manager leads customer service operations, ensuring exceptional service throughout the customer lifecycle. This role oversees a team responsible for order management, customer communications, invoicing support, and issue resolution, while driving operational excellence and continuous improvement. The manager partners with various departments to support demand planning, ensure accurate order execution, and proactively manage customer needs, fostering a customer-centric culture to support business growth.
Responsibilities
- Lead all customer service operations and personnel while fostering a customer-centric culture focused on responsiveness, accountability, and service excellence.
- Develop department objectives, KPIs, and organizational capabilities aligned with company goals.
- Recruit, coach, mentor, and develop customer service team members.
- Own the customer order management process, including order entry, order maintenance, customer confirmations, date management, backlog management, OOR management, pricing maintenance, invoicing support, returns, credits, and issue resolution.
- Ensure customer orders are processed accurately and efficiently while meeting customer expectations and internal service standards.
- Serve as the primary escalation point for customer service issues and work cross-functionally to resolve customer concerns.
- Build and maintain strong customer relationships while proactively addressing service-related risks.
- Identify and implement process improvements, automation opportunities, and system enhancements that improve efficiency and data accuracy.
- Partner with Operations and Scheduling to improve service levels, production visibility, and on-time delivery performance.
- Support forecasting and demand planning processes by providing customer order trends, demand insights, and market feedback.
- Follow cGMP guidelines and processes as established in department SOPs.
- Perform other duties as assigned.
- Perform other duties as deemed necessary.
Requirements
- Proven experience leading and developing customer service teams.
- Strong knowledge of order management processes, customer support functions, ERP systems, and customer communications.
- Demonstrated ability to drive process improvements and enhance operational efficiency.
- Experience working cross-functionally with Sales, Operations, Supply Chain, Finance, and other business functions.
- Strong organizational, communication, problem-solving, and decision-making skills.
- Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of customer satisfaction.
- Proficiency in Microsoft Office and ERP/business systems.
- Must be a self-starter.
- Must desire to work in a detail-oriented work environment.
- Must be able to work in fast and sometimes stressful work environment.
- Ability to sit and stand for extended periods of time.
- Ability to work around a variety of different smells and aromas.
- Ability to view a computer screen and type for extended hours.
- Work environment is normally in an office setting. Must be able to make frequent rounds in a warehouse environment.
- Ability to adjust work schedule as business needs require.
Skills
- Customer Service
- Order Management
- Customer Communications
- Invoicing Support
- Issue Resolution
- Operational Excellence
- Continuous Improvement
- Demand Planning
- Process Improvement
- ERP Systems
- Microsoft Office
Experience Level
- 5+ years of progressive leadership experience in customer service, order management, manufacturing, distribution, or related operational environments.
Education Level
- Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.