firstPRO, Inc
Customer Service Manager – Direct Hire
Location: Vineland, NJ (100% Onsite)
Compensation: $80,000–$100,000 + 5% Bonus
Reports To: Executive Vice President
Schedule & Benefits:
- Hours: 8:30 AM–5:00 PM , fully onsite
- Benefits: Competitive health insurance, 401k with 3% match , and 3 weeks PTO
Job Description: Customer Service Manager
The Customer Service Manager will lead the customer service function, ensuring efficient order processing, strong communication with retail partners, and proactive issue resolution. This role supports Sales, Production, and Logistics while driving customer experience standards and team performance.
Key Responsibilities
Customer Interaction & Order Management
- Maintain daily communication with customers, brokers, sales reps, and major retail partners
- Process customer orders via ERP and EDI platforms; ensure accurate EDI mapping and transmission
- Manage retailer-specific requirements (routing guides, portals, labeling, compliance documents)
- Prepare internal documentation for orders, promotions, samples, and special programs
- Coordinate with Production Planning and Warehouse to meet order deadlines and promotional commitments
- Ensure timely and compliant deliveries to all accounts
Customer Service Operations
- Oversee customer complaints, including chargebacks, deductions, compliance issues, and EDI errors
- Work cross-functionally to resolve issues impacting fulfillment and service levels
- Provide backup coverage for customer service team members as needed
- Develop and maintain customer service procedures, tools, and best practices
Leadership & Team Development
- Lead, coach, and support the customer service team
- Set KPIs including fill rate, on-time delivery, EDI accuracy, and retailer scorecard performance
- Promote a culture of accountability, communication, and customer focus
Cross-functional Support
- Partner with Sales on promotional planning, inventory availability, and retailer requirements
- Assist with pricing updates, seasonal programs, and promotional execution
- Provide leadership reporting, scorecards, and performance updates
Qualifications & Skills
- Bachelor’s degree in Business Administration or related field
- 3–5+ years of customer service management in manufacturing, distribution, or CPG
- Strong ERP/EDI knowledge; SPS Commerce experience strongly preferred
- Strong understanding of retailer compliance, portals, routing guides, and chargeback management
- Excellent communication, leadership, and problem-solving skills
- Ability to thrive in a fast-paced, retail-driven environment with strong attention to detail
Interview Process
- Round 1: Virtual or onsite with HR
- Round 2: Virtual or onsite with senior leadership