Customer Service Leader: End-to-End Order Management

Forever Cheese; Secaucus (NJ); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

403(b) with employer match

Paid parental leave

Generous PTO

Job summary

Forever Cheese, a leading specialty food importer headquartered in New York with a Secaucus, NJ warehouse, seeks a Customer Service Manager to lead the inside team and own the full order-to-invoice process. You will set service standards, resolve order exceptions, and coordinate cross-functional activity with Sales, Purchasing, Warehouse, and Finance.

You will manage 3-5 reps, drive process improvements, and ensure customer satisfaction across retail, foodservice, and distributor channels.

Qualifications

• 3-6 years in customer service management, sales operations, or commercial operations in food/CPG/distribution.
• Experience leading inside CS or sales support teams.
• Proven ownership of order management, SLA enforcement, and cross-functional workflows.
• Working knowledge of ERP and order management systems.
• Based in or able to commute to Secaucus, NJ (on-site).

Responsibilities

• Lead the inside customer service team (3-5 reps).
• Manage end-to-end order workflow across portals (E21 and customer portals).
• Set and enforce SLAs for queue management, substitutions, credits, and order confirmations.
• Own outbound freight coordination: carrier selection, load scheduling, in-transit updates.
• Review pricing approvals and maintain retailer documentation.

Skills

Customer service management

Sales operations

ERP systems

Cross-functional collaboration

On-site work Secaucus NJ

Tools

E21

KeHE Connect

Job description

Forever Cheese, a leading specialty food importer headquartered in New York with a Secaucus, NJ warehouse, seeks a Customer Service Manager to lead the inside team and own the full order-to-invoice process. You will set service standards, resolve order exceptions, and coordinate cross-functional activity with Sales, Purchasing, Warehouse, and Finance.

You will manage 3-5 reps, drive process improvements, and ensure customer satisfaction across retail, foodservice, and distributor channels.