Position: Customer Service Manager
Location: Remote (based in PA preferred)
Reports to: VP of Sales
Department: Sales
We are a leading manufacturer of eco-friendly, thermoformed food trays serving the food packaging industry. Our company is committed to sustainable innovation, operational excellence, and exceptional customer service. Join a team that's fast-growing, agile, and customer-obsessed.
Position Overview
The Customer Service Manager (CSM) will be the key point of contact for customers-handling orders, inquiries, complaints, and overall satisfaction. You'll work cross-functionally with logistics, operations, and sales while also leading the sales support and logistics teams. We're looking for a proactive, organized, and resourceful leader who thrives in a fast-paced manufacturing environment.
️ Key Responsibilities
Customer & Order Management
- Serve as primary liaison between customers, production, and logistics.
- Process and manage customer purchase orders with full ownership of pricing, quantities, and delivery schedules.
- Communicate proactively with customers on order status, delays, product availability, and shipping.
- Maintain accurate and updated records in ERP/CRM systems.
- Handle complaints, returns, credits, and other escalations promptly.
Team Leadership & Cross-Functional Collaboration
- Lead and support the Sales Support and Logistics teams.
- Coordinate workload, task timelines, and deliverables for your direct reports.
- Partner with operations, QA, procurement, and warehouse teams to resolve customer issues and ensure satisfaction.
- Own and deliver all customer requests tied to tray programs, product qualification, and transitions.
Strategic & Continuous Improvement
- Improve internal processes and customer satisfaction initiatives.
- Lead ERP commercial transition planning.
- Manage and analyze customer service and sales metrics (e.g., OTIFNE).
- Organize and deliver Quarterly Business Reviews alongside the VP of Sales.
- Assist sales with quoting, forecasting, and RFP support.
- Participate in customer site visits and 1:1 meetings with business development.
Program & Relationship Ownership
- Support changeovers for new product applications.
- Ensure compliance with food safety and packaging manufacturing regulations.
- Build strong long-term customer relationships and increase retention.
Qualifications
- Associate's or Bachelor's degree preferred.
- 5+ years of customer service or account management experience in manufacturing, packaging, or food-related industries.
- Strong ERP proficiency (e.g., SAP, Oracle, Delmia) and Microsoft Office Suite.
- Excellent communication, organization, and multitasking skills.
- Adaptable self-starter with a proactive mindset and collaborative style.