Director, Customer Service

Reser's Fine Foods - Corporate offices
15570 SW Jenkins Rd
Beaverton, OR 97006, USA

We offer a competitive compensation and benefits package designed to help employees live a healthier life, build rewarding careers and save for the future. Reser’s offers choices whenever possible, because we recognize the diverse and ever-changing needs of our employees. Full-time employee benefits include medical, dental, vision, AD&D, life, 401(k) with discretionary match, wellness programs, paid time off, company paid holidays and a variety of voluntary benefit options.

We strive to be Employer of Choice. As one of our five cornerstones, this means that we go all-out to create an environment that shows we are committed to investing in employee growth and creating a culture of belonging where employees want to build a lasting career.

Visit our website to learn more about our competitive benefit programs –

Title:

Director
- Customer Service

FLSA Status:
Exempt

Location:

Corporate Job Family:
Customer Service

Reports to:

Vice President
- Supply Chain

Career Track/Level: M5

The Customer Service Director leads the day-to-day customer service function supporting business customers, sales, manufacturing, distribution, logistics, and supply chain operations. This role oversees a small team responsible for managing order exceptions, resolving processing issues, coordinating cross-functional follow-up, and ensuring customers are kept informed when order, delivery, or service issues occur. The Director focuses on operational execution, process improvement, system utilization, workflow consistency, and team performance in a system-driven, exception-based customer service environment.

• Leads the daily customer service operation for business customers, with emphasis on order exception management, issue resolution, customer communication, and timely cross-functional follow-up.
• Oversees a small team of customer service employees and managers, setting clear priorities, expectations, workflows, and service standards.
• Monitors exception trends, late orders, processing issues, deviations, and service disruptions, and partners with internal teams to resolve root causes and reduce recurrence.
• Ensures customer service processes are consistently followed, documented, and improved to support accurate, efficient, and timely order support.
• Partners with sales, manufacturing, planning, transportation, warehousing, distribution, logistics, and procurement to help ensure customer commitments are understood, tracked, and addressed.
• Uses internal systems, reporting, and available data to monitor work volume, exception status, service trends, team performance, and process improvement opportunities.
• Identifies and implements practical improvements to customer service workflows, system utilization, communication routines, escalation paths, and exception management processes.
• Coordinates customer communication through appropriate internal channels when order, delivery, product availability, or processing issues require follow-up.
• Supports service reporting, KPI tracking, and operational updates related to customer service performance, order exceptions, issue resolution, and process improvement progress.
• Participates in operational planning discussions, including S&OP or similar cross-functional processes, to provide customer service insight on recurring issues, service risks, and improvement needs.
• Supports business continuity and internal coordination during supply disruptions, system issues, or operational challenges affecting customer orders.
• Builds a service-oriented, accountable team culture focused on responsiveness, accuracy, problem solving, continuous improvement, and internal partnership.
• Provides coaching, feedback, development support, and performance management for team members and direct-report managers.
• Makes or recommends staff employment decisions in accordance with company policy.
• Performs special projects and other related duties, as assigned.

• Bachelor’s Degree in Business Administration, Supply Chain Management,…