CPG Customer Service & Sales Operations Manager

Horan Hiring Solutions, LLC; Walled Lake (MI); On-site; USD 90,000 - 125,000; Full time

Job summary

Horan Hiring Solutions, LLC is seeking a Sales and Customer Service Manager to lead the customer service and order management functions for a Consumer Packaged Goods company. You will coordinate between customers, the Sales team, Operations, Accounting, and brokers to ensure orders are entered, processed, and resolved efficiently.

The role requires over a decade of CPG customer service experience, strong ownership, and proven ability to manage pricing, billing, and cross-functional issues within

Qualifications

• 10+ years of progressive Customer Service experience in the CPG industry.
• Demonstrates ownership and accountability for responsibilities and results.
• Experience in customer service, sales operations, account management, or related functions.
• Leadership and oversight of customer service and sales operations systems (SAP, Salesforce, TrueCommerce, Excel, Google Workspace).
• Develops and maintains effective working relationships with customers, brokers, sales personnel, and internal departments.

Responsibilities

• Manage and resolve customer inquiries, issues, and escalations in a timely and professional manner.
• Serve as the primary liaison between customers, Sales, Operations, Accounting, and external brokers.
• Manage and support the Order Processing team to ensure accurate and timely processing of customer orders.
• Support the Sales team with customer service, order management, pricing, reporting, and account-related activities.
• Develop, maintain, and improve customer service and sales order processes to promote accuracy and efficiency.
• Work with Accounts Receivable to resolve pricing adjustments, quantity adjustments, bill backs, promotional information, short pays, payment issues, and other customer account discrepancies.
• Maintain accurate customer, pricing, and account information in SAP, including customer requirements, business practices, and relevant documentation.
• Manage Salesforce administration and maintenance, including customer and account records, contacts, sales activity, user access, data integrity, reporting, and system updates.
• Maintain complete and current customer files and required account documentation.
• Handle inquiries from prospective customers, answer questions, qualify leads, and route opportunities to the appropriate Business Manager.
• Prepare and distribute monthly reports to Business Managers and brokers.
• Directly supervises the Order Processing Team.
• Identify and implement opportunities to improve customer service processes, communication, and cross-functional coordination.

Skills

Ownership & accountability

Customer service operations

Sales operations

Cross-functional collaboration

Leadership

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

Horan Hiring Solutions, LLC is seeking a Sales and Customer Service Manager to lead the customer service and order management functions for a Consumer Packaged Goods company. You will coordinate between customers, the Sales team, Operations, Accounting, and brokers to ensure orders are entered, processed, and resolved efficiently.

The role requires over a decade of CPG customer service experience, strong ownership, and proven ability to manage pricing, billing, and cross-functional issues within