Job Description

🧾 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.

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