Customer Experience Leader - Food Service & Ops Excellence

Premier ProduceOne; Westbrook (ME); On-site; USD 58,000 - 65,000; Full time

Job summary

Native Maine in Westbrook, ME is seeking a Customer Service Manager to lead the inside support operations and a high‑performing team. You will optimize order processing, delivery coordination, and customer experience across all touchpoints with empathy and urgency.

Qualifications include 5+ years in customer service or sales support, 2+ years in management, and experience with Prophet 21 or NetSuite. Bachelor’s degree preferred.

Qualifications

• 5+ years of experience in customer service, account management, or sales support in foodservice distribution or related industries.
• 2+ years in a supervisory or managerial role with direct team leadership responsibility.
• Experience with ERP/order management systems (Prophet 21, NetSuite, or similar).
• Proven ability to balance customer advocacy with operational efficiency.

Responsibilities

• Oversee daily operations of the customer service department, handling inbound calls, emails, orders, and credits.
• Lead, coach, and develop a team of customer service representatives and supervisors.
• Partner with Sales, Operations, and Logistics to coordinate order processing, fulfillment, and delivery.
• Establish and monitor service metrics (order accuracy, response time, issue resolution).
• Manage escalation of complex service issues and drive cross‑departmental resolutions.
• Develop and implement customer service policies, procedures, and training aligned with standards.
• Act as the voice of the customer to inform improvements and retention strategies.
• Maintain knowledge of product lines, farms, and seasonal availability to support inquiries.
• Collaborate with Sales leadership to align priorities with company goals.

Skills

Customer service

Team leadership

ERP systems

Order management

Interpersonal skills

Education

Bachelor’s degree or higher

Tools

Prophet 21

NetSuite

Job description

Native Maine in Westbrook, ME is seeking a Customer Service Manager to lead the inside support operations and a high‑performing team. You will optimize order processing, delivery coordination, and customer experience across all touchpoints with empathy and urgency.

Qualifications include 5+ years in customer service or sales support, 2+ years in management, and experience with Prophet 21 or NetSuite. Bachelor’s degree preferred.