Customer Logistics Manager (Food Manufacturing)

Job Title: Customer Logistics Manager (Food Manufacturing)

Job Summary

The Customer Logistics Manager is responsible for overseeing all customer service operations within a food manufacturing environment, ensuring exceptional service delivery to customers, distributors, and retail partners. This role focuses on managing order fulfillment, resolving customer issues, and coordinating cross-functional communication between sales, production, logistics, and quality assurance to meet customer expectations and regulatory standards.

Key Responsibilities

Lead and manage the customer service team to ensure high levels of customer satisfaction
Oversee order processing, including order entry, tracking, fulfillment, and invoicing
Serve as the primary point of escalation for customer inquiries, complaints, and service issues
Coordinate with production, supply planning, quality assurance, and logistics teams to ensure timely and accurate order delivery
Maintain strong relationships with key customers, distributors, and retail partners
Monitor and improve customer service metrics such as order accuracy, response time, and on-time delivery
Ensure compliance with food safety regulations, labeling requirements, and customer-specific standards
Analyze customer feedback and service data to identify trends and implement improvements
Develop and implement customer service policies, procedures, and training programs
Support sales and supply chain teams with forecasts, product availability, and customer requirements
Manage returns, credits, and product recalls in collaboration with quality and regulatory teams

Qualifications & Skills

Bachelor's degree in business administration, supply chain management, or a related field
5+ years of customer service experience, preferably in food manufacturing or consumer packaged goods (CPG)
2+ years of supervisory or team leadership experience
Strong knowledge of order management systems and ERP software (e.g., SAP, Oracle)
Excellent communication, leadership, and interpersonal skills
Strong problem-solving and conflict resolution abilities
Ability to work in a fast-paced, deadline-driven environment
High level of organization and attention to detail

Preferred Qualifications

Experience with food safety standards (e.g., FDA, USDA, HACCP, GFSI)
Familiarity with EDI (Electronic Data Interchange) systems
Experience managing large retail or distribution accounts
Data analysis and reporting skills (Excel, Power BI, or similar tools)

Work Environment

Office-based within a manufacturing or production facility setting
Regular interaction with production, warehouse, and quality teams
May require occasional extended hours to address urgent customer or production issues

Key Performance Indicators (KPIs)

Customer satisfaction scores (CSAT)
On-time and in-full (OTIF) delivery rates
Order accuracy and fulfillment efficiency
Response and resolution times for customer inquiries and complaints

Benefits

Health, dental, and vision insurance
Paid time off and holidays
Retirement plan options (401k)
Performance-based bonuses
Career development and advancement opportunities

Compensation details: 100000-125000 Yearly Salary

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