Senior Customer Service Manager Full Time

Location: Brea, CA (Hybrid – 1 Day Onsite / 4 Days Remote)

Job Summary:

We are seeking an experienced and strategic Senior Customer Service Manager to lead customer service operations within a fast-paced Consumer Packaged Goods (CPG) environment. This role is responsible for driving service excellence, optimizing customer service processes, managing key retail customer relationships, and leading a high-performing customer service team. The ideal candidate will have strong leadership skills, experience supporting major retail accounts, expertise in order management and customer service operations, and the ability to collaborate across Sales, Supply Chain, Finance, and Logistics teams to achieve business objectives and support organizational growth.

Key Responsibilities:

1. Partner with Sales teams to manage relationships with major retail customers including Walmart, Target, Costco, TJX, Aldi, and other key accounts, ensuring exceptional service and customer satisfaction.
2. Lead, mentor, and develop a high-performing customer service team across multiple regions while driving performance against key service metrics, including On-Time In-Full (OTIF) delivery goals.
3. Collaborate with Sales, Supply Chain, Logistics, and Finance teams to resolve customer issues, improve operational processes, and support month-end reporting activities.
4. Assist in the investigation, analysis, and resolution of customer deductions while implementing process improvements to reduce chargebacks and compliance-related costs.
5. Own the end-to-end customer service process, including order management, issue resolution, customer communication, escalations, and service recovery initiatives.
6. Serve as the primary escalation point for complex customer issues and conduct root cause analyses to implement long-term corrective and preventive actions.
7. Develop, maintain, and enhance Standard Operating Procedures (SOPs) to improve consistency, efficiency, compliance, and service quality.
8. Create and manage performance dashboards, service-level reporting, and operational metrics to provide insights and recommendations to senior leadership.
9. Support organizational change initiatives, process improvements, and technology implementations to enhance customer service effectiveness and scalability.
10. Foster strong relationships with customers, third-party logistics providers (3PLs), and internal stakeholders to support business growth and operational excellence.

Required Qualifications:

• Bachelor’s degree in Business Administration, Management, Supply Chain, or a related field.

• 7+ years of progressive customer service experience within a Consumer Packaged Goods (CPG) environment.

• Minimum 3 years of leadership or management experience leading customer service teams.

• Proven experience managing customer relationships with major retailers such as Walmart, Target, Costco, TJX, Aldi, or similar accounts.

• Strong experience in order management, customer issue resolution, escalation management, and service operations.

• Experience with ERP systems and customer service platforms; NetSuite experience preferred.