Customer Service Manager (Distribution Center)

Description  

If you are a customer-focused operations leader, we have an exciting opportunity for you! Based at our distribution center, you will be responsible for leading customer service execution, order management, and delivery performance to ensure high service levels and customer satisfaction.

This role serves as the primary interface between customers, sales, and site operations, ensuring alignment between demand, operational capability, and execution. You will drive proactive communication, improve RDSL performance, and establish disciplined processes for order prioritization, escalation management, and customer support.

This position operates under the general guidance of the Plant Manager.

As the Customer Service Manager, you will:

• Serve as the primary point of contact for customers and sales on order status, delivery performance, and issue resolution

• Lead resolution of delivery issues, escalations, and past-due orders with clear ownership and follow-through

• Oversee end-to-end order management and ensure prioritization of customer-critical and past-due orders

• Drive improvement in RDSL (Requested Delivery Service Level) and overall service performance

• Partner with Operations, Planning, Materials, and Sales to align demand with execution capability and shipment commitments

• Own the process for expedite requests and escalation management, establishing structured intake and prioritization

• Monitor and resolve orders at risk, including staged-but-not-shipped and past-due orders

• Develop and implement standard work and SOPs to improve customer service processes and eliminate reactive workflows

• Lead and develop the customer service team, promoting accountability, urgency, and proactive problem-solving

Required education, experiences & skills:

• Bachelor’s degree in supply chain, Business, Operations, or a related field

• 5+ years of experience in customer service, supply chain, or operations within a distribution or manufacturing environment

• 3+ years in a leadership or supervisory role

• Strong understanding of order management, fulfillment, and logistics processes

• Experience working cross-functionally with operations and sales teams

• Proven ability to manage escalations and drive resolution in a fast-paced environment

• Strong communication and stakeholder management skills

• Proficiency in ERP/WMS systems (Oracle, SAP, JD Edwards, etc.)

• Strong analytical and problem-solving skills

Preferred education, experiences & skills:

• Experience in high-volume, multi-SKU distribution environments

• Knowledge of Lean, Six Sigma, or continuous improvement methodologies

• Experience managing customer-facing performance metrics (RDSL, on-time delivery, backlog)

• Experience building or improving customer service processes and SOPs

• Advanced Excel or data analysis skills

• Customer and supplier relations experience
   

Onsite Work Arrangement:

This role is based fully onsite, and not eligible for hybrid or remote work opportunities

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