Customer Service Rep. Manager

About Firestone Pacific Foods

Firestone Pacific Foods (FPF) is a top-tier, efficient processor of frozen fruit that has earned a strong reputation in the market for quality and food safety.  FPF has sales relationships with leading US and international food retailers and food service companies.  The company has achieved high double-digit annual growth in the highest growth frozen fruit category sub-segments including organic, private label and blended berry products the past 2 years. 

Agriculture Capital Fund II, an impact investment fund, acquired FPF in the fall of 2019 as part of its strategy to build out a low cost, vertically integrated supply chain of high quality, organic blueberries operating at scale to address growing global demand for this nutritious fruit. Together, FPF and Agriculture Capital seek to provide customers with product traceability back to the farm and a vehicle for creating and capturing value from Agriculture Capital’s regenerative agronomic practices. 

The Firestone Family began farming in the Vancouver, WA, in 1896.  We are a fully integrated grower processing operation for domestic and export fruit customers. Our fruit is harvested at the peak of ripeness, processed in our state-of-the art facility, and packed for shipment, ensuring quality in every product from the farm where it was grown to the finished bag in the consumer’s freezer.

Position Summary

The Customer Service Manager is responsible for leading the customer service and sales support team to ensure exceptional service and efficient order management. This role plays a crucial part in optimizing customer satisfaction, improving internal processes, and supporting sales objectives in a growing organization. The ideal candidate will possess strong leadership skills, an in-depth understanding of customer service best practices, and expertise in material requirement planning, order processing, and the Consumer-Packaged Goods (CPG) industry.

Key Responsibilities:

Leadership & Team Management:

• Supervise, train, and mentor the customer service team to ensure high service standards.
• Monitor team performance and implement strategies for continuous improvement.
• Foster a customer-centric culture and ensure alignment with company goals.
• Oversee the training of Customer Service Representatives (CSRs) and provide support as needed.

Order Management:

• Oversee and optimize the order management process, ensuring accurate processing via EDI or email.
• Manage and evaluate inventory levels to meet customer demands efficiently.
• Verify product pricing and coordinate pricing conversions (e.g., lbs to cases or drums).
• Ensure timely preparation and release of purchase orders (POs) for shipment.
• Resolve discrepancies related to POs, shipments, and inventory in collaboration with internal teams.

Customer Support & Issue Resolution:

• Serve as the primary escalation point for customer inquiries, complaints, and service issues.
• Ensure all required customer documents (e.g., COAs, invoices, BOLs) are accurately completed and provided.
• Work closely with internal departments (Accounting, Inventory, Logistics, Production Planner, QA, Cold Storage) to ensure timely deliveries and issue resolution.
• Manage and maintain an accurate costing and pricing structure for all customer programs.
• Track and oversee the full order lifecycle, from PO receipt to final delivery.

Communication & Collaboration:

• Act as a liaison between the company, external customers, vendors, and 3PL partners.
• Share customer forecasts internally and communicate changes in demand with the sales team.
• Collaborate with finance to manage customer claims, payments, and brokerage commission statements.
• Support international scheduling, invoicing, required documentation, and credit notes.

Process Improvement & Technology Management:

• Identify opportunities to automate and streamline customer service processes.
• Implement and oversee the setup and management of customer EDI systems.
• Maintain online customer portals and ensure accurate data entry.
• Retrieve and utilize customer forecast data for operational planning.
• Ensure quality control methods are applied to correct data entry errors.
• Organize and manage records, files, and prepare reports as needed.

Qualifications & Skills:

• Education: High School Diploma or GED required; Bachelor's degree preferred.
• Experience: 5-7 years in customer service, with at least 2-3 years in a leadership or managerial role.
• Technical Skills: Proficiency in Microsoft Office Suite and ERP systems (experience with Plex ERP is a plus).
• Industry Knowledge: Experience in Consumer-Packaged Goods (CPG) or a related industry preferred.
• Leadership: Strong ability to mentor, coach, and manage teams.
• Problem-Solving: Exceptional problem-resolution skills with a proactive mindset.
• Communication: Excellent verbal and written communication skills.
• Time Management: Ability to multi-task and adapt to changing priorities efficiently.
• Attention to Detail: Strong accuracy in data entry and order management.

Company Benefits

• Eight (8) paid holidays 
• Full- time, exempt employees receive vacation based on length of service
  1. 0-3 years: 2 weeks paid vacation
  2. 4-7 years: 3 weeks paid vacation
  3. 8 years: 4 weeks paid vacation
• Paid bereavement leave
• Medical insurance: United Health Care
• Dental insurance: Principal 
• Vision insurance: Principal [company covers 100% of premium for employees]
• 401(k) plan: company matches up to 4% of employee’s base compensation
• Discounted bus passes

This document describes the general nature and level of work performed by personnel assigned to this job classification. This document is not, however, an exhaustive list of all responsibilities, duties, and skills required of personnel so assigned.  Firestone Pacific Foods reserves the right to add, revise, or delete job duties at any time.

Firestone Pacific Foods, Inc. is both Equal Opportunity, and At Will employer. The company does not discriminate on basis of race, age, sex, religion, marital status, or sexual orientation. Either Company or Employee can terminate the employment relationship at any time for any legally permissible reason. Reasonable accommodations will be made for qualified candidates/employees with disabilities.

All levels of management have approved this job description: