Customer Service Manager

Los Banos, Ca 93635

Job Title: Customer Service Manager – Industrial Ingredients

Department: Customer Service

Reports To: Vice President – Sales and Marketing

Prepared Date: 2025

Position Overview

The Customer Service Manager oversees the customer service team and ensures the delivery of a best-in-class service experience to customers in the industrial ingredients market. This role is responsible for managing day-to-day operations, setting performance standards, developing staff, and working cross-functionally with Sales, Operations, Logistics, and Finance.

The manager will also analyze service performance metrics, drive process improvements, manage key accounts, and act as an escalation point for key accounts.

Key Responsibilities

Leadership & Team Management

• Supervise and develop a team of Customer Service Representatives.
• Provide training, coaching, and performance feedback to ensure team growth.
• Build staffing plans and manage scheduling to meet business needs.
• Foster a culture of accountability, integrity, and customer focus.

Customer Relationship & Escalation Management

• Act as primary escalation point for complex or high-value customer issues.
• Partner with Sales on key accounts to strengthen customer loyalty.
• Monitor customer satisfaction and proactively address concerns.

Operational Oversight

• Oversee order-to-cash processes, ensuring accuracy, efficiency, and compliance.
• Implement and refine service-level agreements (SLAs) for response times, order accuracy, and complaint resolution.
• Coordinate with Production, Logistics, and Quality to ensure customer expectations are met.

Process Improvement & Reporting

• Develop, implement, and track KPIs for customer service performance.

• Identify inefficiencies and recommend system or process improvements.
• Prepare and present regular service reports to senior management.

Cross-Functional Collaboration

• Partner with Sales and Marketing to understand customer requirements and feedback.
• Work with Finance to resolve billing, credit, or collection issues.
• Support Operations in planning production and inventory around customer demand.

Qualifications & Skills

• 5+ years of customer service experience, with at least 2 years in a supervisory/manager role.
• Experience in food manufacturing, industrial ingredients, or related B2B industries strongly preferred.
• Strong ERP/CRM experience (SAP, Oracle, Microsoft Dynamics, or similar).
• Excellent communication and leadership skills.
• Strong analytical and problem-solving abilities.
• Proven track record of building and developing high-performing teams.

Core Competencies

• Leadership: Inspires and develops others to achieve high performance.
• Customer Centricity: Advocates for customer needs while balancing company priorities.
• Analytical Thinking: Uses data to drive decisions and improve processes.
• Collaboration: Builds strong internal and external partnerships.
• Continuous Improvement: Proactively seeks opportunities to streamline and enhance service.

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand, walk, sit; stoop and kneel.  The employee is often required to reach with hands and arms; and use hands and fingers for typing and handling paper documents.
• The employee must regularly lift and/or move up to 15 pounds.
• Specific vision abilities required by this job includes close vision, depth perception and ability to adjust focus, and visual acuity sufficient to read a computer screen and paper documents.
• Hearing abilities required for telephone and in-person conversation with customers, coworkers, and third parties.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The position functions indoors in an office/administrative environment.
• The noise level in the work environment is usually moderate.
• Occasional local or out-of-town travel may be required.

What we offer:

• Paid Holidays
• Health, vision, dental, FSA and life insurance benefit plans
• 401k
• Paid Vacation and Sick time

Job Type: Full-time -Exempt

Salary: $90K - $110K/per year (Depends on Experience)