Job Description

Title: Customer Service Manager

Pay: $80,000 – $90,000 base + 5% bonus eligible

Location: Vineland, NJ | Fully onsite with occasional travel within NJ (approx. 1x every two weeks)

About the Role:

A fast-growing, family-owned specialty food manufacturer is seeking an experienced Customer Service Manager to lead its customer service function following a recent resignation. The organization is moving quickly to fill this role due to business continuity needs and continued growth.

Responsibilities:

Customer Interaction & Order Management

• Maintain daily communication with customers, sales representatives, brokers, and large retail accounts.
• Process customer orders via ERP and EDI platforms, ensuring accurate transmission, mapping, and issue resolution.
• Manage retailer-specific requirements including routing guides, vendor portals, labeling, ticketing, and compliance documentation.
• Prepare internal documentation for orders, promotions, samples, and special programs.
• Coordinate with production planning and warehouse teams to meet customer commitments and promotional deadlines.
• Monitor deliveries to ensure compliance with retailer shipping requirements and service standards.

Customer Service Operations

• Manage escalated customer complaints and resolve issues including EDI errors, chargebacks, deductions, and compliance disputes.
• Partner cross-functionally with Operations, Sales, Production Planning, and Quality teams to improve fulfillment and satisfaction metrics.

Leadership & Performance Management

• Provide coaching, direction, and leadership to the customer service team.
• Establish and monitor KPIs including on-time delivery, fill rate, EDI accuracy, retailer scorecard performance, and promotional execution.
• Foster a culture of accountability, responsiveness, and continuous improvement.

Requirements

• Bachelor’s degree in Business Administration or related field.
• 3–5 years of customer service management experience, preferably within Manufacturing, Distribution.
• Hands-on experience supporting large retail accounts.
• Strong background working with ERP and EDI systems (SPS Commerce experience strongly preferred).
• Solid understanding of routing guides, vendor portals, retailer compliance, and chargeback management.

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