Senior Customer Service Manager

About this Role:

• Job Title: Senior Customer Service Manager
• Location: Brea,CA
• Job Type: Hybrid

We are currently seeking for a Senior Customer Service Manager in the Brea, CA (Hybrid) for a Full-time position

Job Summary:

We are seeking for a Senior Customer Service Manager in Brea, California with 7+ years experience is responsible for leading and optimizing customer service operations within a fast-paced global Consumer Packaged Goods (CPG) environment. This role oversees daily customer service activities, ensures high service standards, drives continuous process improvements, and manages relationships with customers, third-party logistics providers (3PLs), and internal cross-functional teams. The position provides strategic leadership to enhance operational efficiency, improve customer experience, support business growth, and build scalable customer service processes aligned with organizational goals.

Key Responsibilities:

• Partner with sales team to manage relationships with key retailers, such as Walmart, TJX, Target, Costco, Aldi etc., 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, such as On Time In Full metrics to keep up with high customer expectations.
• Collaborate with sales, supply chain teams to optimize crossfunctional processes and resolve complex issues, Partner with Finance on monthend reporting, assist in the investigation and resolution of customer deductions. Implement revisions to current processes to minimize non-compliance charges.
• Own the endtoend customer service workflow, including order management, issue resolution, escalations, and customer communication to drive operational excellence and process improvement.
• Serve as the primary escalation point for complex customer issues, ensuring prompt response to meet both internal and external customer satisfaction, and conduct rootcause analysis to implement preventive actions.
• Create and refine SOPs to ensure consistency, efficiency, and compliance., implement performance dashboards and reporting tools to track service levels and present 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, with at least 3 years in a management or leadership role within the CPG sector.
• Proven track record of driving service excellence and leading teams in a high-volume, fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal abilities.
• Expertise in customer service software, ERP systems, NetSuite preferred
• Ability to work collaboratively across departments and manage multiple priorities.
• Experience with change management and implementing new technologies