Senior Customer Service Manager

The Senior Customer Service Manager based in Brea, California is a strategic leadership role responsible for overseeing the customer service operations within a global, fast‑paced Consumer Packaged Goods (CPG) environment. This role oversees daily operations, ensures service excellence, drives process improvements, fosters strong relationships with customers, 3PLs, and internal teams. The Senior Manager will provide strategic leadership, strengthen cross‑functional alignment, and ensure the team delivers exceptional customer experiences while meeting business goals and supports scalable growth as the business expands.

• Partner with sales team to manage relationships with key retailers, such as Walmart, TJX, Target, Costco, Aldi etc., addressing service needs and supporting business growth.
• Lead, mentor, and develop a high‑performing customer service team across multiple regions to achieve and exceed performance targets, such as On Time In Full metrics to keep up with high customer expectations.
• Collaborate with sales, supply chain teams to optimize cross‑functional processes and resolve complex issues, partner with Finance on month‑end reporting, assist in the investigation and resolution of customer deductions. Implement revisions to current processes to minimize non‑compliance charges.
• Own the end‑to‑end customer service workflow, including order management, issue resolution, escalations, and customer communication to drive operational excellence and process improvement.
• Serve as the primary escalation point for complex customer issues, ensuring prompt response to meet both internal and external customer satisfaction, and conduct root‑cause analysis to implement preventive actions.
• Create and refine SOPs to ensure consistency, efficiency, and compliance, implement performance dashboards and reporting tools to track service levels and present to senior leadership.

• Bachelor’s degree in Business Administration, Management, or a related field. Master’s degree preferred.
• 7+ years of progressive customer service experience, with at least 3 years in a management or leadership role within the CPG sector.
• Proven track record of driving service excellence and leading teams in a high‑volume, fast‑paced environment.
• Strong analytical, problem‑solving, and decision‑making skills.
• Exceptional communication and interpersonal abilities.
• Expertise in customer service software, ERP systems, Net Suite preferred.
• Ability to work collaboratively across departments and manage multiple priorities.
• Experience with change management and implementing new technologies.
• Customer‑focused mindset.
• Adaptability in fast‑paced environment.
• Strategic thinking.
• Organizational and time management skills.