Director, Customer Service

Director
- Customer Service

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.

Essential Position Functions:

• 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.

Education and Experience:

• Bachelor's Degree in Business Administration, Supply Chain Management, Operations Management, Logistics, or related field, or equivalent combination of education and experience.
• 7-10 years of progressive experience in customer service, customer supply chain, order management, logistics, manufacturing support, or related disciplines.
• 5 years of people leadership experience, including leading supervisors, managers, or small teams.
• Experience supporting retail, food service, grocery, CPG, manufacturing, or other business-to-business customers.
• Strong knowledge of order management, exception handling, customer fulfillment, supply chain coordination, inventory communication, and service issue resolution.
• Experience using ERP, order management, CRM, reporting, or workflow systems such as M3, SAP, Oracle, or similar platforms.
• Experience using reporting or business intelligence tools such as Power BI, Tableau, Excel, or similar tools to monitor service trends and process performance.
• Food manufacturing or CPG industry experience preferred.

Knowledge, Skills and Abilities:

• Strong operational leadership skills with the ability to set priorities, clarify expectations, and drive follow-through in a small team environment.
• Excellent communication, relationship-building, and issue resolution skills with internal partners and business customers.
• Ability to analyze service trends, exception patterns, workflow gaps, and performance data to identify practical improvements.
• Strong process improvement mindset with the ability to simplify work, improve consistency, and strengthen system utilization.
• Ability to coordinate across functions, influence without direct authority, and keep issues moving to resolution.
• Sound judgment, attention to detail, accountability, and ability to balance customer needs with operational constraints.

Physical Demands and

Working Conditions:

• Prolonged periods performing repetitive actions.
• Repetitive hand, wrist, and finger activities.
• Requires the ability to travel to various work locations by…