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Customer Service Manager
Job in
Ceres, Stanislaus County, California, 95307, USA
Listed on 2026-09-15
Listing for:
Robert Half
Full Time
position Listed on 2026-09-15
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Client Relationship Management, Account Manager, Customer Success Management
Job Description & How to Apply Below
Essential Functions / Duties
+ Lead, coach, develop, and manage the Customer Service team, including assigning workloads, supporting staffing needs, delivering training, managing performance, and maintaining accountability for service standards.
+ Oversee the full customer order lifecycle, including order entry, validation, pricing, allocations, credit holds, order changes, cancellations, shipment coordination, invoicing support, and exception resolution.
+ Ensure customer, distributor, and sales orders are processed accurately and within established service level expectations across all applicable channels and ordering methods.
+ Partner with Sales and Finance to ensure pricing, depletion allowances, discounts, promotions, samples, billbacks, and other customer-specific programs are accurately reflected in orders and supporting documentation.
+ Coordinate with Warehouse, Logistics, Production, and Inventory teams to address product availability, vintage or SKU transitions, allocations, backorders, substitutions, shipment timing, and delivery requirements.
+ Act as the primary escalation point for complex customer, distributor, and sales-related issues, ensuring timely resolution while balancing customer experience, policy compliance, commercial commitments, and financial controls.
+ Build and maintain strong relationships with distributors, key accounts, sales teams, brokers, carriers, and internal stakeholders, while proactively communicating order status, product availability, shipment issues, and service risks.
+ Establish, document, and continuously improve customer service procedures, internal controls, order management workflows, and service standards to enhance accuracy, efficiency, responsiveness, and scalability.
+ Monitor key customer service metrics, including order accuracy, fill rate, on-time processing, backorders, deductions, claims, response times, service issues, and recurring root causes, and implement corrective actions as needed.
+ Oversee month-end customer service activities and support accurate order, shipment, and invoicing close processes in partnership with Finance and Sales.
+ Prepare and analyze recurring and ad hoc reports, including sales by customer, salesperson, brand, SKU, channel, geography, and other business dimensions as requested.
+ Maintain accurate customer master data, ship-to information, ordering requirements, routing instructions, and other account-specific details in relevant systems.
+ Support new product launches, vintage transitions, pricing updates, promotional programs, chain authorizations, distributor changes, and other commercial initiatives requiring customer service coordination.
+ Coordinate delivery appointments and special shipping requirements with warehouses, carriers, distributors, and customers, as needed.
+ Participate in sales, operations, S& OP, and other cross-functional meetings, providing customer service insights, identifying risks, and recommending actions.
+ Ensure compliance with company policies, internal controls, record retention requirements, applicable alcohol beverage regulations, and customer-specific requirements within the scope of the role.
+ Perform other related duties and special projects as assigned.
Requirements
Essential Functions / Duties
+ Lead, coach, develop, and manage the Customer Service team, including assigning workloads, supporting staffing needs, delivering training, managing performance, and maintaining accountability for service standards.
+ Oversee the full customer order lifecycle, including order entry, validation, pricing, allocations, credit holds, order changes, cancellations, shipment coordination, invoicing support, and exception resolution.
+ Ensure customer, distributor, and sales orders are processed accurately and within established service level expectations across all applicable channels and ordering methods.
+ Partner with Sales and Finance to ensure pricing, depletion allowances, discounts, promotions, samples, billbacks, and other customer-specific programs are accurately reflected in orders and supporting documentation.
+ Coordinate with Warehouse, Logistics, Production, and Inventory teams to address product availability, vintage or SKU transitions, allocations, backorders, substitutions, shipment timing, and delivery requirements.
+ Act as the primary escalation point for complex customer, distributor, and sales-related issues, ensuring timely resolution while balancing customer experience, policy…
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