Lead and develop the Customer Service team, including the Assistant Customer Service Manager and Account Coordinators, to ensure effective execution of order processing and customer communication.
Manage hiring, training, performance development, and career growth for all customer service staff.
Act as the primary escalation point for customer issues and oversee resolution of complex or high-impact matters.
Lead efforts to improve customer service processes, including automation, systems integration, and documentation standardization.
Collaborate with Production Scheduling, Business Development, Warehouse, and other departments to ensure alignment of customer expectations with operational capabilities.
Represent Customer Service department in cross-functional meetings, projects, and strategic initiatives.
Analyze service performance metrics, customer feedback, and internal processes to identify opportunities for improvement and implement solutions.
Oversee customer onboarding, including setup of new accounts and wholesalers, ensuring proper documentation, data entry, and communication across teams.
Ensure inventory monitoring, aged product tracking, and order fulfillment processes are managed effectively and in line with customer requirements.
Foster a team culture focused on communication, accountability, continuous improvement, and customer advocacy.

8–10 years of experience in customer service, supply chain, or manufacturing, with a minimum of 3–5 years in a leadership or management role
Strong understanding of order-to-cash processes, inventory control, warehousing, and transportation
Proven ability to lead teams, coach employees, and develop high-performing work environments
Excellent problem-solving, interpersonal, and communication skills for working across all levels of the organization and with customers
Demonstrated ability to manage cross-functional projects and continuous improvement initiatives
Proficiency in ERP systems and reporting tools; strong skills in Microsoft Excel, Outlook, and other analytical tools
Experience in contract manufacturing or beverage/alcohol industry strongly preferred
Familiarity with TTB regulations and international shipping documentation a plus
Highly organized with attention to detail and ability to manage multiple priorities simultaneously
Must be willing to perform tasks listed in other pay grade job descriptions as required
Ability to work after-hours or weekends on an as needed basis

Customer Service Manager

Key skills