Customer Service Manager (57376)

About the role

The Customer Service Manager leads the Customer Service Representative team and owns the end-to-end order lifecycle for our contract manufacturing customers. This role builds and maintains standard work for order processing, drives day-to-day execution, customer support, team development, and operational performance, and ensures that order changes are captured, communicated, and executed accurately across every cross-functional team involved in bringing an order from entry to shipment.

Responsibilities

• Build, document, and continuously improve standard work for processing customer orders, from order entry and confirmation through production, changes, and shipment.
• Own the customer order lifecycle end to end, tracking every order against plan and proactively flagging risk to on-time delivery.
• Partner with cross-functional teams (Sales, Supply Chain, Operations, Quality, Logistics, Warehouse) to ensure order changes, quantity, date, specification, or documentation are captured, communicated, and executed correctly and on time.
• Establish clear handoff points, escalation paths, and accountability across teams so no order change or exception falls through the cracks.
• Lead, coach, and support Customer Service Representatives in daily customer account activity.
• Manage workload, priorities, escalations, and follow-up to ensure timely customer communication.
• Create a culture of engagement, accountability, collaboration, and proactive problem solving.
• Attend online and on-site customer meetings, representing Customer Service and presenting order data, performance, and account updates to customers and internal stakeholders.
• Support monthly revenue activities, including order visibility, shipment readiness, risk tracking, and reporting.
• Partner with internal teams on inventory control, customer-supplied materials, open POs, ETAs, and material availability.
• Drive forecast collection, analysis, reporting, and follow-up with Sales, Customers, Planning, and Operations.
• Maintain and develop KPIs, visual management tools, dashboards, and reporting routines.
• Monitor team performance against response time, order accuracy, complaint aging, forecast completion, revenue support, and customer follow-up metrics.
• Lead continuous improvement efforts across Customer Service processes, templates, workflows, and communication standards.
• Support customer complaint coordination, RGA/memo workflows, documentation, and closure.
• Partner cross-functionally with Sales, Project Management, Planning, Quality, Logistics, Warehouse, Accounting, and Operations.

Qualifications

• Experience leading customer service or customer operations teams, ideally in a contract manufacturing, CPG, or regulated production environment.
• Demonstrated experience building or improving standard work, SOPs, or process documentation for order management.
• Strong skills in coaching, communication, reporting, analysis, and process improvement.
• Experience with forecasts, revenue tracking, inventory coordination, KPIs, and preferred visual management.
• Strong Excel, SharePoint, One Drive, Teams, CRM, SAP ERP, PowerBI and dashboard/reporting skills.

Success Measures

• Documented, adopted standard work for order processing across the team.
• Clean order lifecycle execution, with changes accurately captured and completed across all cross-functional teams.
• Engaged and well-trained Customer Service team.
• Strong forecast discipline and reporting accuracy.
• Accurate inventory/customer-supplied material follow-up.
• Clear KPIs and visual management routines.
• Faster issue resolution and stronger customer experience.