Customer Service Manager

Plainville Farms; New Oxford (Adams County); On-site; USD 55,000 - 75,000; Full time

Job summary

Plainville Farms is seeking a Customer Service Supervisor to lead a team of 4 CSRs, oversee order processing from entry to delivery, and ensure high service levels. You will coach staff, develop KPIs, and coordinate with Sales/Operations to meet forecasts in a fast-paced environment.

Responsibilities include policy adherence, SOP updates, holiday planning, and resolving escalations to maintain a seamless customer experience.

Qualifications

• Bachelor’s degree in business or equivalent experience.
• Minimum 5 years customer service experience; at least 3 years supervisory.
• Strong planning, organizing and time management abilities.
• Excellent interpersonal and problem-resolution skills.
• Proficiency with data entry and MS Word/Excel; knowledge of EDI.
• Ability to work with stakeholders and motivate staff.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Oversee customer service orders from entry to fulfillment, ensuring accuracy and resolution.
• Lead and train CSR staff; monitor performance per policies and regulations.
• Process orders via telephone, fax, or EDI; maintain daily records.
• Maintain knowledge of product lines and pricing; protect confidentiality.
• Develop CSRs through coaching and cross-training.
• Coordinate with Sales and Operations to meet demand.
• Resolve customer complaints promptly within guidelines.
• Update SOPs, workflows, and escalation procedures.
• Assist in holiday shipping planning with Warehouse Manager.
• Oversee holiday order execution from planning to delivery.
• Allocate shortages among customers/ DCs.
• Facilitate orders needing investigation or reshipment.
• Create new customer accounts after approvals.
• Develop and track customer service KPIs and goals.
• Perform evaluations and other duties as needed.

Skills

Customer service

Supervisory experience

Planning & organizing

Interpersonal skills

Problem resolution

Stakeholder collaboration

Multitasking

Data entry

EDI

Word & Excel

Education

Bachelor's in business

Tools

EDI systems

Job description

Responsible for Customer Service for The Company, assuring that orders are received, correctly entered, and filled. Ensure that problems are promptly resolved and communications are clear to all stakeholders.

Provide leadership and assign responsibilities; train, monitor and improve the performance of reporting staff in accordance with Company policies and government regulations.

• Receive and process incoming telephone, fax, or EDI Sales and Return orders; maintain records on daily transactions.

2. Maintain proficient knowledge of product lines including current, new and seasonal offerings as well as catalog and deviated pricing. Hold knowledge of such information in strict confidence as defined by the Company Confidentiality Agreement.

3. Develop CSRs by continually reviewing performance, ongoing coaching, team development, and cross‑training.

4. Work closely with Sales and Operations (including Scheduling and Shipping) across the company to ensure sufficient quantities of products are available to meet current and forecasted sales.

5. Compile, monitor, and provide resolution to customer complaints in a timely manner within established guidelines.

6. Maintain and update customer service SOPs, standards, workflows, and escalation procedures.

7. Assist in developing Holiday shipping schedules with the Warehouse Manager.

8. Active participation in the execution of Thanksgiving and Christmas holiday orders from planning and order entry to production and delivery. Manage, delegate, and resolve any customer issues that arise to assure a well‑serviced experience for our customers.

9. Determine the proper allocation of shortages among a group of customers and/or among distribution centers for given customers when shortages exist.

10. Facilitate the order entry, scheduling, and delivery of orders that did not ship or were shipped short and require immediate attention.

11. Set up new customer accounts once approved by the SOP committee and Credit has been granted.

12. Develop and maintain Customer Service goals and KPIs such as response time, order accuracy, complaint resolution time, customer satisfaction, service‑level expectations, or department scorecards.

13. Monitor and ensure completion of the department’s work, and coordinate resolution of issues.

14. Conduct performance evaluations for Customer Service Representatives per company guidelines.

15. Perform other related responsibilities, as needed, to support company business objectives.

Supervisory Responsibilities

Manage 4 team members in the Customer Service Department. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Skills/Knowledge/Abilities

• Bachelor’s degree in business or equivalent in experience.
• 5 years Customer Service experience, with at least 3 years in a supervisory role.
• Ability to plan, organize and complete work in a timely manner.
• Strong interpersonal skills. Good judgment and strong problem resolution skills.
• Proficiency with data entry and computer software, including EDI and advanced Word and Excel skills.
• Ability to work effectively with all Company stakeholders and motivate Customer Service staff to meet/exceed expectations.
• Ability to successfully manage multiple priorities in a fast‑paced environment.

Physical Demands

Walking 15%

Standing 10%

Near acuity (clarity of vision at 20 inches or less)