Director, Customer Service
Job in
Beaverton, Washington County, Oregon, 97005, USA
Listed on 2026-08-26
Listing for:
Reser's Fine Foods, Inc.
Full Time
position Listed on 2026-08-26
Job specializations:
-
Customer Service/HelpDesk
-
Management
Job Description & How to Apply Below
Reser's Fine Foods, Inc. is seeking a Director, Customer Service to lead service operations supporting our manufacturing and prepared foods business. This role oversees a multi-site customer service team serving retail, food service, and club customers across North America. You will design and refine order-to-delivery processes, manage KPIs, and resolve escalations to ensure on-time, accurate fulfillment. Partner closely with sales, operations, supply chain, and quality to improve fill rates, reduce errors, and enhance customer satisfaction.
The Director will build talent, drive continuous improvement, and model Reser's safety, accountability, and family-founded culture.
Responsibilities
- Lead and develop a multi-site customer service team supporting retail, food service, and club customers across North America.
- Own customer service strategy, policies, and KPIs to ensure high service levels, accuracy, and timely order fulfillment.
- Partner with sales, operations, and supply chain to improve forecast accuracy, fill rates, and on-time delivery.
- Manage complex customer escalations and resolve systemic issues impacting service performance.
- Use data and reporting to identify trends, drive continuous improvement, and optimize processes and tools.
- Oversee effective use of ERP/CRM systems to support order entry, tracking, and customer communication.
- Recruit, train, coach, and performance-manage staff, fostering a culture of safety, accountability, and collaboration.
- Implement process improvements using Lean or similar methodologies to reduce errors and inefficiencies.
- Ensure compliance with company policies, customer requirements, and food industry standards in service processes.
- Represent the customer voice in cross-functional initiatives and strategic planning.
Required Skills
- Customer service operations management
- Contact center/team leadership
- Order-to-cash process management
- Manufacturing or CPG industry knowledge
- KPI development and performance management
- Customer relationship management (B2
- B)
- ERP/CRM systems (e.g., SAP, Oracle, Salesforce)
- Data analysis and reporting (Excel/BI tools)
- Process improvement/Lean principles
- Cross-functional collaboration with sales and supply chain
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