Customer Service Operations Manager

About the role

The Customer Service Operations Manager is responsible for driving operational excellence across the Customer Service organization by improving order management, logistics coordination, and Distribution Center alignment. This role focuses on enhancing the overall customer experience through improved order and shipping accuracy, timely fulfillment, and proactive communication. The position partners closely with Purchasing, Logistics, and Distribution Center teams to optimize processes, increase visibility, and ensure consistent, high-quality execution.

Responsibilities

• Drive improvements in order management processes to enhance order accuracy, shipping accuracy, and on-time delivery performance.
• Collaborate closely with Purchasing, Distribution Centers and Logistics teams to improve throughput, capacity utilization, and shipping efficiency.
• Develop and maintain reporting and dashboards to track key performance metrics including order accuracy, fill rates, on-time shipping, backlog, and cycle times.
• Auxiliary with capacity planning efforts across Customer Service and Distribution operations to ensure alignment with demand and service expectations.
• Identify root causes of order, shipping, and service issues; implement corrective actions and sustainable process improvements.
• Establish and monitor KPIs to drive accountability and continuous improvement across Customer Service and operational functions.
• Auxiliary with Customer Service proactive communication related to order status, delays, and issue resolution for both customers and internal stakeholders.
• Work cross-functionally with Sales, Logistics, Purchasing, and Distribution Centers to align priorities and improve end-to-end order flow.
• Support continuous improvement initiatives by leveraging data, process analysis, and technology to drive efficiency gains.
• Provide leadership and direction on operational best practices, standard work, and process discipline.
• Ensure accurate and timely reporting of operational performance to leadership to support informed decision-making.
• Assist in developing and implementing process improvements that enhance both customer experience and internal efficiency.
• Drive a culture of accountability, problem solving, and continuous improvement within the organization.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations Management, or related field preferred. Equivalent experience will be considered.
• 5+ years of experience in operations, logistics, supply chain, or Customer Service operations.
• Strong experience working with Distribution Centers and logistics networks.
• Demonstrated ability to improve operational processes, particularly in order management and fulfillment.
• Experience with reporting, metrics development, and performance management.
• Strong analytical skills with experience in root cause analysis and problem solving.
• Ability to operate effectively in cross-functional teams and influence outcomes.
• Strong communication skills with the ability to drive alignment across multiple stakeholders.
• Experience with ERP systems and order management tools preferred.
• Proficiency in Microsoft Excel, PowerPoint, and data analysis tools.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Benefits

About CFS Brands: Headquarters located in Oklahoma City, Oklahoma, CFS BRANDS is a market-leading designer, manufacturer and distributor of commercial foodservice, healthcare, and industrial hygiene products. CFS BRANDS has maintained its industry-leading position and consistent growth with a strong focus on customer support and satisfaction, product variety and availability, and a unique ability to be a “one-stop shop” solution for a wide range of organizations. CFS BRANDS enjoys this competitive market advantage through its extensive network of brands and global manufacturing and distribution facilities. CFS BRANDS’s core products include dinnerware, drinkware, professional cookware, industrial hygiene products brushes and cleaning tools, dispensing systems, and healthcare meal service equipment. These products are provided through major distributors customers across the country. CFS BRANDS became a portfolio company of The Jordan Company (“TJC”), a private equity firm, in 2018. More information on CFS BRANDS can be found at www.cfsbrands.com . CFS Brands is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 to confirm work authorization.