Senior Customer Service Manager

The Senior Customer Service Manager is a strategic leadership role responsible for overseeing customer service operations within a fast-paced Consumer Packaged Goods (CPG) environment. This position leads daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, third-party logistics providers (3PLs), and internal teams. The role provides strategic leadership, strengthens cross-functional collaboration, and ensures the delivery of exceptional customer experiences while supporting scalable business growth.

• Partner with the sales team to manage relationships with key retail customers, addressing service needs and supporting business growth.

• Lead, mentor, and develop a high-performing customer service team across multiple regions to achieve and exceed performance targets, including On Time In Full (OTIF) metrics.

• Collaborate with Sales, Supply Chain, and Finance to optimize cross-functional processes, resolve complex issues, support month-end reporting, and investigate customer deductions.

• Implement process improvements to minimize compliance-related charges and improve operational efficiency.

• Own the end-to-end customer service workflow, including order management, issue resolution, escalations, and customer communications.

• Serve as the primary escalation point for complex customer issues, ensuring timely resolution and conducting root-cause analysis to prevent recurring problems.

• Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and compliance.

• Create and maintain performance dashboards and reporting tools to monitor service levels and present results to senior leadership.

• Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).

• 7+ years of progressive customer service experience.

• At least 3 years of leadership or management experience within a Consumer Packaged Goods (CPG) environment.

• Demonstrated success leading customer service teams in a high-volume, fast-paced environment.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication and interpersonal skills.

• Experience with customer service software and ERP systems; NetSuite experience is preferred.

• Ability to collaborate effectively across departments and manage multiple priorities.

• Experience leading change management initiatives and implementing new technologies.

• Customer-focused mindset

• Strategic leadership

• Process improvement

• Cross-functional collaboration

• Organizational and time management skills

• Adaptability in a fast-paced environment

• Team leadership and coaching

• Operational excellence