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Position Overview
The Customer Service Manager oversees all customer-facing service operations within a fast-paced food manufacturing environment. This role is responsible for ensuring order accuracy, on-time delivery, clear communication with customers, and seamless coordination between Sales, Production, Logistics, Quality, and Planning. The Manager will build and lead a high-performing customer service team, optimize processes, enhance customer satisfaction, and support growth through operational excellence. Key Responsibilities Customer Service Leadership
- Lead, train, and develop the customer service team to ensure consistent service performance, compliance, and professionalism.
- Establish KPIs for order accuracy, response times, fill rates, and customer satisfaction.
- Serve as the escalation point for complex customer issues, complaints, or service breakdowns.
Order Management
- Oversee end-to-end order processing, including order entry, confirmations, changes, and communication of lead times or constraints.
- Ensure orders are processed in alignment with production schedules, inventory availability, and customer requirements.
- Collaborate with Production Planning and Supply Chain to resolve shortages, delays, or forecasting challenges.
Customer Communication and Relationship Management
- Maintain proactive, transparent communication with customers regarding shipments, delays, product availability, and service updates.
- Work closely with Sales to support new customer onboarding, specification changes, pricing updates, and program launches.
- Support key accounts with tailored service requirements, documentation needs, and performance reporting.
Cross-Functional Coordination
- Partner with QA to manage customer complaints, COAs, specifications, and regulatory documentation.
- Coordinate with Logistics to ensure accurate shipping instructions, freight arrangements, and delivery confirmations.
- Support Finance/AR in resolving invoice disputes and credit issues tied to order or shipment discrepancies.
Process Improvement
- Review and optimize customer service workflows, SOPs, and system utilization (ERP, CRM, portals).
- Analyze service trends to reduce errors, improve predictability, and enhance the customer experience.
- Drive continuous improvement initiatives aligned with food manufacturing operational standards.
Required Qualifications
- 5+ years of customer service experience, preferably in food manufacturing or another regulated industry (CPG, nutraceutical, beverage).
- 2+ years of leadership or supervisory experience.
- Strong understanding of production scheduling, logistics, and order-to-cash processes.
- Excellent communication, problem-solving, and customer relationship management skills.
- Ability to operate effectively in a high-volume, deadline-driven environment.
Preferred Qualifications
- Familiarity with EDI order management.
- Experience supporting national, retail, club, foodservice, or co-manufacturing customers.
- Data-driven approach to reporting and KPI management.
Performance Metrics
- Order accuracy and completeness.
- On-time and in-full (OTIF) delivery.
- Customer response time and satisfaction scores.
- Reduction in order errors, credits, and complaints.
- Team productivity and adherence to SOPs.
- Cross-department collaboration effectiveness.
Pay: $80,000.00 - $100,000.00 per year Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
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Echo Lake Foods
$80,000 - $100,000 p/y - 401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
dental insurance, vision insurance, paid time off, 401(k)
Dec 16, 2025