Sales Service Manager (Customer Service & Logistics)

Sales Service Manager Position Summary

The Sales Service Manager is responsible for leading customer service operations and ensuring the highest levels of service for both internal and external customers. This role oversees customer order management, inbound logistics coordination, freight operations, customer communications, and team performance. The position serves as a key liaison between customers, warehouse operations, finance, IT, and business units in the United States and China to ensure timely order fulfillment and issue resolution.

Essential Responsibilities

• Supervise daily customer service operations and order fulfillment activities
• Ensure customer orders are processed accurately and shipped on time
• Manage backorders and communicate material requirements to business units
• Cook up domestic and international freight operations
• Optimize transportation routes and freight costs while maintaining customer service levels
• Resolve order, inventory, ERP, and shipping-related issues with cross-functional teams
• Monitor and improve customer response times and service performance
• Manage aging invoices and support collection efforts
• Develop and track department KPIs and performance metrics
• Create and maintain standard operating procedures (SOPs)
• Lead continuous improvement initiatives focused on efficiency and customer satisfaction
• Collaborate with U.S. and China-based teams to support business objectives

Required Qualifications

• Education: Bachelor's degree in Business, Supply Chain, Logistics, or a related field
• Experience: 5+ years of experience in logistics, customer service, order management, or a related field; 3+ years of leadership or supervisory experience
• Experience: Managing domestic and international transportation operations
• Knowledge & Skills: Experience working within ERP systems (Infor preferred); Knowledge of transportation management, including TL, LTL, ocean, air, and parcel shipments; Strong analytical and problem-solving skills; Strong written and verbal communication skills; Excellent organizational skills and attention to detail; Project management experience; Proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint

Preferred Qualifications

• Experience: Within a manufacturing, distribution, or supply chain environment; Lean Six Sigma or continuous improvement experience
• Proficiency: In Mandarin Chinese is preferred but not required

Core Competencies

• Leadership
• Planning and Organization
• Team Development
• Collaboration
• Critical Thinking
• Continuous Improvement
• Customer Focus
• Accountability