Customer Service Manager
firstPRO, IncVineland, NJ, United States5 hours ago
Job type
- Full-time
Job descriptionManage 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. 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. 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.
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
Leadership & Performance Management
Requirements
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Customer Service Manager • Vineland, NJ, United States
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