Customer Service Manager
Job in
Orland Park, Cook County, Illinois, 60467, USA
Listed on 2026-03-01
Listing for:
Lucas James Talent Partners
Full Time, Part Time
position Listed on 2026-03-01
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Mgr./ CSM, Client Relationship Manager
Job Description & How to Apply Below
Full time | Lucas James Talent Partners | United States
Posted On 02/09/2026
Job InformationManufacturing
City Orland Park
State/Province Illinois
60462
$77.5K
Job DescriptionCustomer Service Manager
JOB SUMMARY
This position reports directly to the Director of Supply Chain and will work out of the corporate office near Orland Park, IL primarily. You will also work 1 - 2 days/week at our plant near Hammond, IN.
KEY RESPONSIBILITIES
- Customer Service Leadership:
- Lead, coach, and develop the customer service team to deliver high-quality support to retail, food service, co-manufacturing and ingredients customers
- Set performance expectations, monitor KPIs (order accuracy, OTIF, response time, etc.), and drive accountability
- Foster a customer-centric culture focused on problem resolution and proactive communication
- Oversee order entry, order changes, and order confirmation processes
- Ensure accurate processing of orders in Plex ERP system
- Partner with Scheduling, Production, Sales and Logistics teams to ensure timely fulfillment of customer orders
- Customer Relationship Management:
- Serve as the escalation point for customer issues related to orders, deliveries, shortages, damages, and credits
- Build strong relationships with key customers and internal stakeholders
- Proactively communicate supply chain constraints, lead times, and service disruptions
- Work closely with Sales to support customer expectations and service strategies
- Collaborate with Supply Chain, Warehousing and Logistics teams to optimize service levels
- Support new customer onboarding and product launches
- Process Improvement & Reporting:
- Analyze service metrics and customer feedback to identify trends and improvement opportunities
- Implement and document standard operating procedures (SOPs)
- Drive system enhancements, automation, and best practices within customer service operations
- Compliance & Industry Requirements:
- Ensure adherence to food safety, quality, and traceability standards relevant to food manufacturing
- Maintain accurate documentation related to calls, tracking and customer inquiries
- Other Duties: Be open to completing other duties as assigned.
REQUIRED QUALIFICATIONS
- Bachelor’s degree in Business, Supply Chain, or related field (or equivalent experience)
- 7+ years of experience in Customer Service, including 3+ years in a management or leadership role
- Experience in food manufacturing or Consumer Packaged Goods (CPG)
- Excellent communication, problem-solving and organizational skills
- Attention to detail, ability to handle multiple projects and effectively prioritize
- Strong knowledge of order to cash processes and ERP systems
PREFERRED QUALIFICATIONS
- Experience working with retail or food service customers
- Experience in a fast-paced or manufacturing environment
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