Senior Customer Service Manager

About the job:

• Job Role : Senior Customer Service Manager
• Job Location : Brea, CA
• Job Type : Full Time - Hybrid

We are looking for the position of "Senior Customer Service Manager".

Job Summary:

The Senior Customer Service Manager is a strategic leadership role responsible for overseeing customer service operations within a global, fast-paced Consumer Packaged Goods (CPG) environment. This role manages daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, third-party logistics providers (3PLs), and internal teams. The Senior Manager will provide strategic leadership, strengthen cross-functional collaboration, and ensure the delivery of exceptional customer experiences while supporting scalable business growth.

Key Responsibilities:

• Partner with the sales team to manage relationships with major retail customers such as Walmart, TJX, Target, Costco, Aldi, and others, addressing service needs and supporting business growth.
• Lead, mentor, and develop a high-performing customer service team across multiple regions to achieve and exceed performance targets, including On Time In Full (OTIF) metrics.
• Collaborate with sales, supply chain, and finance teams to optimize cross-functional processes, resolve complex issues, support month-end reporting, and investigate customer deductions.
• Implement process improvements to minimize non-compliance charges and enhance operational efficiency.
• Manage the end-to-end customer service workflow, including order management, issue resolution, escalations, and customer communications.
• Serve as the primary escalation point for complex customer issues, ensuring prompt resolution and conducting root-cause analysis to implement preventive actions.
• Create and refine SOPs to ensure consistency, compliance, and efficiency across operations.
• Develop and maintain performance dashboards and reporting tools to track service levels and present results to senior leadership.

Qualifications:

• Bachelor s degree in Business Administration, Management, or a related field; Master s degree preferred.
• 7+ years of progressive customer service experience, including at least 3 years in a leadership or management role within the CPG industry.
• Proven success in driving service excellence and leading teams in high-volume, fast-paced environments.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and interpersonal skills.
• Experience with customer service software and ERP systems; NetSuite experience preferred.
• Ability to collaborate effectively across departments and manage multiple priorities.
• Experience with change management initiatives and implementation of new technologies.