Customer Service Manager
hace 1 día
Vineland
Title: Customer Service Manager Pay: $80,000 – $90,000 base + 5% bonus eligible Location: Vineland, NJ | Fully onsite with occasional travel within NJ (approx. 1x every two weeks) About the Role: A fast-growing, family-owned specialty food manufacturer is seeking an experienced Customer Service Manager to lead its customer service function following a recent resignation. The organization is moving quickly to fill this role due to business continuity needs and continued growth. Responsibilities: Customer Interaction & Order Management • Maintain daily communication with customers, sales representatives, brokers, and large retail accounts., • Process customer orders via ERP and EDI platforms, ensuring accurate transmission, mapping, and issue resolution., • Manage retailer-specific requirements including routing guides, vendor portals, labeling, ticketing, and compliance documentation., • Prepare internal documentation for orders, promotions, samples, and special programs., • Coordinate with production planning and warehouse teams to meet customer commitments and promotional deadlines., • Manage escalated customer complaints and resolve issues including EDI errors, chargebacks, deductions, and compliance disputes., • Provide coaching, direction, and leadership to the customer service team., • Establish and monitor KPIs including on-time delivery, fill rate, EDI accuracy, retailer scorecard performance, and promotional execution., • Foster a culture of accountability, responsiveness, and continuous improvement. Requirements • Bachelor’s degree in Business Administration or related field., • 3–5 years of customer service management experience, preferably within Manufacturing, Distribution., • Hands-on experience supporting large retail accounts., • Strong background working with ERP and EDI systems (SPS Commerce experience strongly preferred)., • Solid understanding of routing guides, vendor portals, retailer compliance, and chargeback management.