Customer Service Manager

Duration: Direct Hire

Compensation: $60K - $80K DOE

Hours
: M-F, 8am-5pm

Location: Onsite in Sanborn, NY

Benefits:

• Medical
• dental
• vision
• 401K with match
• PTO and holidays
• profit sharing
• company paid life and other insurances

LHH Recruitment is seeking a Customer Service Manager to join a growing organization in the Greater Buffalo area. This is a newly created position due to company growth, offering the opportunity to make a meaningful impact from day one. The person in this role will own key aspects of B2B customer service and order management while helping develop processes, improve efficiencies, and support continued growth.

The ideal candidate has experience supporting large retail, wholesale, distribution, or e-commerce customers and understands the complexities of managing orders from receipt through shipment and invoicing. Experience working within customer and retailer portals such as Amazon Seller Central, Costco Next, Walmart or similar platforms is highly desirable.

This is an excellent opportunity for someone who enjoys being hands-on while also having the autonomy to help shape how a growing customer service function operates.

• Manage the day-to-day B2B customer service and order management process from order receipt through shipment and invoicing.
• Process and monitor customer orders received through ERP, email, customer portals, e-commerce platforms, and other ordering channels.
• Support large retail, wholesale, distributor, and e-commerce accounts while ensuring customer requirements are met.
• Manage and navigate retailer and e-commerce portals such as Amazon Seller Central, Amazon Vendor Central, Costco Next, Walmart, and similar platforms.
• Verify pricing, product information, customer terms, shipping information, and order details prior to fulfillment.
• Coordinate closely with logistics, warehouse, operations, sales, and other internal teams to ensure accurate and timely fulfillment.
• Track open orders, backorders, inventory-related issues, shipping delays, and other exceptions.
• Proactively communicate order status and resolve issues with customers.
• Manage invoicing activities and assist with pricing discrepancies, deductions, short payments, credits, chargebacks, and other customer account issues.
• Monitor ERP transactions and work through rejected orders, documentation errors, or other transaction issues.
• Maintain accurate customer, product, pricing, and account information across internal systems and customer portals.
• Serve as a primary point of contact for customers regarding orders, shipments, account questions, returns, and service issues.
• Track service metrics such as order accuracy, fill rate, on-time delivery, and response times.
• Identify opportunities to streamline workflows, reduce manual processes, improve accuracy, and create a better customer experience.

• 3+ years of experience in B2B customer service, e-commerce operations, order management, customer operations, logistics, sales support, or a related function.
• Experience supporting large retailers, e-commerce accounts, distributors, wholesale customers, or national accounts.
• Hands-on experience using customer or retailer portals such as Amazon Seller Central, Amazon Vendor Central, Costco Next, Walmart, or comparable systems can be taught but is strongly preferred.
• Experience working withERP/order management systems.
• Understanding of the full order lifecycle from purchase order through fulfillment, shipment, and invoicing.
• Experience handling order discrepancies, deductions, chargebacks, credits, or customer claims is a plus.
• Strong understanding of shipping and logistics coordination.
• Excellent organizational skills with the ability to manage a high volume of orders and competing priorities.

This is not a backfill.
The position is being created as a result of company growth
, giving the individual joining the team an opportunity to help define the role rather than simply inherit an existing process.

You'll have the opportunity to:

• Help shape and improve customer service and order management processes
• Bring new ideas and best practices from e-commerce, retail, distribution, or consumer products
• Work cross-functionally with several areas of the business
• Take ownership of customer and order-management workflows
• Join the organization during a period of growth
• Build your responsibilities and career as the organization continues to evolve

Benefit offerings include medical, dental, vision, life insurance, short-term…