Senior Customer Servcie Manager

Job Title: Senior Customer Service Manager
Location: Brea, CA
Duration: Full Time

Job Summary:

We are seeking an experienced and strategic Senior Customer Service Manager to lead and oversee customer service operations within a fast-paced Consumer Packaged Goods (CPG) environment. The ideal candidate will have strong leadership experience in customer service management, retailer relationship management, cross-functional collaboration, and operational process improvement. This role requires expertise in managing high-performing teams, optimizing end-to-end order management workflows, resolving escalated customer issues, and driving service excellence while supporting business growth. The Senior Customer Service Manager will collaborate closely with Sales, Supply Chain, Finance, and third-party logistics (3PL) partners to ensure exceptional customer experiences and operational efficiency.

Key Responsibilities:

• Lead and oversee daily customer service operations in a high-volume Consumer Packaged Goods (CPG) environment.
• Build and maintain strong relationships with major retail customers, ensuring exceptional service and supporting business growth.
• Manage and optimize the end-to-end customer service process, including order management, issue resolution, escalations, and customer communications.
• Lead, mentor, and develop a high-performing customer service team across multiple regions to achieve service excellence and operational goals.
• Collaborate with Sales, Supply Chain, Finance, and third-party logistics (3PL) partners to improve cross-functional processes and customer satisfaction.
• Investigate and resolve customer deductions, non-compliance charges, and complex service-related issues through root cause analysis and corrective actions.
• Monitor key performance metrics such as On-Time In-Full (OTIF) and implement process improvements to enhance operational efficiency.
• Develop, maintain, and improve Standard Operating Procedures (SOPs), performance dashboards, and service-level reporting for senior leadership.
• Drive continuous improvement initiatives, support organizational change management, and help implement new customer service technologies and best practices.

Required Qualifications:

• Bachelor''s degree in Business Administration, Management, or a related field. Master''s degree is preferred.
• 7+ years of progressive Customer Service experience within the Consumer Packaged Goods (CPG) industry.
• 3+ years of leadership or management experience overseeing customer service teams.
• Strong experience managing relationships with major retail customers (e.g., big-box retailers and national retail accounts).
• Proven experience in Order Management, Customer Escalation Handling, Issue Resolution, and Customer Communication.
• Strong understanding of OTIF (On-Time In-Full) metrics, customer deductions, compliance chargebacks, and service performance management.
• Experience collaborating with Sales, Supply Chain, Finance, and third-party logistics (3PL) providers.
• Hands-on experience with ERP systems; NetSuite experience is preferred.
• Strong analytical, problem-solving, decision-making, and communication skills.
• Experience creating SOPs, service dashboards, and KPI reporting.
• Experience leading process improvement initiatives and supporting change management in a fast-paced environment.