Sr. Customer Service Manager

Trillium Professional is now seeking an Sr. Customer Service Representative for a full-time direct-hire opportunity in Newark, CA! This role is 100% onsite! Annual salary is $80k/year.

The Senior Customer Service Representative serves as the primary customer contact after order entry, with responsibility for strategic and complex customer accounts. This role monitors order execution, provides proactive communication, coordinates delivery changes, resolves escalated issues, and drives timely action across Planning, Production, Quality, Engineering, Shipping, Sales, and Finance. The Senior CSR also supports team development, workload coordination, KPI monitoring, standard-work compliance, and continuous improvement.

This is a senior individual-contributor role and does not automatically include formal employee supervision.

• Serve as the primary service contact for assigned customer accounts.
• Respond promptly and professionally to customer emails, calls, escalations, and information requests.
• Provide accurate updates on order status, production progress, shipment dates, tracking information, and delivery risks.
• Notify customers in advance of delays, shortages, quality concerns, or changes to committed dates.
• Lead customer recovery communication when delivery or service performance falls below expectations.
• Document customer commitments and maintain complete communication records.
• Participate in customer meetings, business reviews, and escalation calls when required.

• Review open-order, backlog, overdue-order, and shipment reports daily.
• Monitor confirmed delivery dates against current material, production, and shipping status.
• Obtain Planning approval before communicating new or revised delivery dates.
• Follow up on overdue orders, partial shipments, backorders, and remaining balances.
• Ensure customer changes are communicated to the Order Entry CSR and accurately updated in Infor M3.
• Coordinate shipment priorities with Planning, Production, and Shipping.
• Identify delivery risks early and lead the internal escalation process.
• Maintain visibility of critical orders until delivery completion.

• Lead the coordination of complex customer complaints, returns, replacements, credits, and corrective-action requests.
• Coordinate with Quality and Finance to ensure timely resolution and accurate customer communication.
• Track customer issues through closure and confirm that agreed actions have been completed.
• Support investigations involving delivery discrepancies, damaged shipments, shortages, incorrect products, or invoicing problems.
• Coordinate FAIR, sample, NPI, documentation, and approval status with the responsible departments.
• Identify recurring service failures and support root-cause analysis and corrective action.
• Escalate unresolved internal actions based on customer impact and required completion date.

• Verify that completed shipments are processed for timely invoicing.
• Monitor shipped-not-invoiced orders and coordinate resolution of invoice blocks.
• Support the correction of pricing, quantity, freight, tax, or documentation discrepancies.
• Provide packing slips, certificates, tracking information, inspection documents, and other required records.
• Maintain accurate customer correspondence, escalation logs, and issue-tracking records.

• Provide guidance and support to Order Entry and Service CSRs.
• Assist with workload balancing, account coverage, and backup planning.
• Coach team members on customer communication, open-order management, escalation, and M3 processes.
• Review complex transactions and support resolution of unusual customer requirements.
• Help train new team members and…