Milwaukee Succeeds
Customer Service Manager - Burlington, WI
Milwaukee Succeeds, Burlington, Wisconsin, United States, 53105
Position Overview
The Customer Service Manager oversees all customer-facing service operations within a fast-paced food manufacturing environment. This role is responsible for ensuring order accuracy, on-time delivery, clear communication with customers, and seamless coordination between Sales, Production, Logistics, Quality, and Planning. The Manager will build and lead a high-performing customer service team, optimize processes, enhance customer satisfaction, and support growth through operational excellence.
Key Responsibilities
Lead, train, and develop the customer service team to ensure consistent service performance, compliance, and professionalism.
Establish KPIs for order accuracy, response times, fill rates, and customer satisfaction.
Serve as the escalation point for complex customer issues, complaints, or service breakdowns.
Order Management
Oversee end-to-end order processing, including order entry, confirmations, changes, and communication of lead times or constraints.
Ensure orders are processed in alignment with production schedules, inventory availability, and customer requirements.
Collaborate with Production Planning and Supply Chain to resolve shortages, delays, or forecasting challenges.
Customer Communication and Relationship Management
Maintain proactive, transparent communication with customers regarding shipments, delays, product availability, and service updates.
Work closely with Sales to support new customer onboarding, specification changes, pricing updates, and program launches.
Support key accounts with tailored service requirements, documentation needs, and performance reporting.
Cross-Functional Coordination
Partner with QA to manage customer complaints, COAs, specifications, and regulatory documentation.
Coordinate with Logistics to ensure accurate shipping instructions, freight arrangements, and delivery confirmations.
Support Finance/AR in resolving invoice disputes and credit issues tied to order or shipment discrepancies.
Process Improvement
Review and optimize customer service workflows, SOPs, and system utilization (ERP, CRM, portals).
Analyze service trends to reduce errors, improve predictability, and enhance the customer experience.
Drive continuous improvement initiatives aligned with food manufacturing operational standards.
Required Qualifications
5+ years of customer service experience, preferably in food manufacturing or another regulated industry (CPG, nutraceutical, beverage).
2+ years of leadership or supervisory experience.
Strong understanding of production scheduling, logistics, and order-to-cash processes.
Excellent communication, problem-solving, and customer relationship management skills.
Ability to operate effectively in a high-volume, deadline-driven environment.
Preferred Qualifications
Familiarity with EDI order management.
Experience supporting national, retail, club, foodservice, or co-manufacturing customers.
Data-driven approach to reporting and KPI management.
Performance Metrics
Order accuracy and completeness.
On-time and in-full (OTIF) delivery.
Customer response time and satisfaction scores.
Reduction in order errors, credits, and complaints.
Team productivity and adherence to SOPs.
Benefits
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
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Key Responsibilities
Lead, train, and develop the customer service team to ensure consistent service performance, compliance, and professionalism.
Establish KPIs for order accuracy, response times, fill rates, and customer satisfaction.
Serve as the escalation point for complex customer issues, complaints, or service breakdowns.
Order Management
Oversee end-to-end order processing, including order entry, confirmations, changes, and communication of lead times or constraints.
Ensure orders are processed in alignment with production schedules, inventory availability, and customer requirements.
Collaborate with Production Planning and Supply Chain to resolve shortages, delays, or forecasting challenges.
Customer Communication and Relationship Management
Maintain proactive, transparent communication with customers regarding shipments, delays, product availability, and service updates.
Work closely with Sales to support new customer onboarding, specification changes, pricing updates, and program launches.
Support key accounts with tailored service requirements, documentation needs, and performance reporting.
Cross-Functional Coordination
Partner with QA to manage customer complaints, COAs, specifications, and regulatory documentation.
Coordinate with Logistics to ensure accurate shipping instructions, freight arrangements, and delivery confirmations.
Support Finance/AR in resolving invoice disputes and credit issues tied to order or shipment discrepancies.
Process Improvement
Review and optimize customer service workflows, SOPs, and system utilization (ERP, CRM, portals).
Analyze service trends to reduce errors, improve predictability, and enhance the customer experience.
Drive continuous improvement initiatives aligned with food manufacturing operational standards.
Required Qualifications
5+ years of customer service experience, preferably in food manufacturing or another regulated industry (CPG, nutraceutical, beverage).
2+ years of leadership or supervisory experience.
Strong understanding of production scheduling, logistics, and order-to-cash processes.
Excellent communication, problem-solving, and customer relationship management skills.
Ability to operate effectively in a high-volume, deadline-driven environment.
Preferred Qualifications
Familiarity with EDI order management.
Experience supporting national, retail, club, foodservice, or co-manufacturing customers.
Data-driven approach to reporting and KPI management.
Performance Metrics
Order accuracy and completeness.
On-time and in-full (OTIF) delivery.
Customer response time and satisfaction scores.
Reduction in order errors, credits, and complaints.
Team productivity and adherence to SOPs.
Benefits
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
#J-18808-Ljbffr