Customer Service and Logistics Manager

Job Overview:

We are seeking an experienced and results-driven Manager to oversee both our Customer Service and Logistics operations. This individual will play a pivotal role in ensuring a seamless experience for our customers while optimizing our supply chain strategies. As a key member of the leadership team, the Manager will develop and execute strategies that align customer satisfaction with efficient logistics management, driving overall business success.

Key Responsibilities:

Customer Service Leadership:

• Develop and implement customer service strategies to improve customer satisfaction, retention, and loyalty.
• Lead and mentor the customer service team, ensuring high performance and continuous improvement.
• Monitor key performance indicators (KPIs) such as response time, issue resolution rate, and customer satisfaction scores.
• Act as the escalation point for complex customer issues, ensuring timely and satisfactory resolutions.
• Collaborate with sales and marketing teams to ensure customer feedback informs product and service improvements.

Logistics Management:

• Oversee end-to-end logistics operations, including warehousing, inventory management, and transportation.
• Develop strategies to optimize delivery times, reduce costs, and improve overall logistics efficiency.
• Collaborate with the warehouse and procurement teams to maintain inventory accuracy and meet demand forecasts.
• Monitor logistics KPIs such as on-time delivery, freight costs, and order accuracy.
• Ensure compliance with all relevant regulations and standards, including FDA and SQF requirements.

Cross-Functional Coordination:

• Align customer service and logistics functions to ensure seamless order processing and delivery.
• Communicate effectively with internal stakeholders to manage priorities and expectations.
• Use data and analytics to provide actionable insights for improving operations.

Strategic Initiatives:

• Identify and implement opportunities for process improvements and cost savings.
• Lead or support initiatives related to sustainability and energy efficiency within logistics.
• Develop contingency plans for supply chain disruptions and ensure business continuity.

Qualifications:

• Bachelor’s degree in Business Administration, Supply Chain Management, Engineering or a related field. MBA is a plus.
• Minimum of 5 years of experience in a leadership role within customer service, logistics, or supply chain management.
• Strong leadership and team management skills, with a proven ability to mentor and develop teams.
• Expertise in customer relationship management (CRM) and logistics management systems (LMS/WMS).
• Data-driven mindset with proficiency in using analytics tools to measure and improve performance.
• Excellent communication, problem-solving, and organizational skills.
• Familiarity with the CPG industry and regulatory standards such as FDA and SQF.

Key Competencies:

• Strategic Thinking: Ability to develop and execute plans that align with organizational goals.
• Collaboration: Foster a culture of teamwork across departments.
• Customer Focus: Prioritize customer needs and satisfaction in all decision-making.
• Results-Oriented: Drive initiatives that improve efficiency and achieve measurable outcomes.

Reporting Structure:

The Manager will report directly to the Vice President of Sales and will oversee the Customer Service and Logistics teams.

Work Environment:

This is an on-site role, requiring full-time presence at our facility. The candidate must be flexible to travel occasionally to warehouse locations or client sites.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work in a fast-paced, dynamic environment.
• Professional development opportunities and career growth.

Join our team and play a critical role in shaping exceptional customer experiences and driving operational excellence!