Customer Service Manager

Gables Search Group; Walled Lake (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Gables Search Group is seeking a Sales and Customer Service Manager to act as the primary liaison between customers, the Sales team, Operations, Accounting, and brokers for a CPG company. You will oversee customer service and order management from entry to resolution.

This role requires 10+ years in customer service within CPG, ownership of processes, and strong communication. You will maintain pricing and account data in SAP and coordinate with Sales, AR, and broker networks.

Qualifications

• 10+ years of progressive Customer Service experience in the CPG industry.
• Demonstrates ownership and accountability for responsibilities and results.
• Leads customer service and sales operations with strong process discipline.
• Experience overseeing SAP, Salesforce, TrueCommerce, Excel, and Google Workspace.

Responsibilities

• Manage and resolve customer inquiries, issues, and escalations promptly.
• Serve as the primary liaison between customers, Sales, Operations, Accounting, and brokers.
• Supervise the Order Processing Team to ensure accurate and timely processing.
• Support the Sales team with customer service, order management, pricing, reporting, and account activities.
• Identify process improvements to enhance customer service and cross-functional coordination.
• Prepare and distribute monthly reports to Business Managers and brokers.

Skills

Customer service leadership

Order management

Cross-functional collaboration

Communication

Ownership and accountability

Tools

SAP

Salesforce

TrueCommerce

Excel

Google Workspace

Job description

The Sales and Customer Service Manager serves as the primary liaison between customers, the Sales team, Operations, Accounting, and brokers for this Consumer Packaged Goods - CPG company. This position oversees customer service and order management activities and supports the sales process from order entry through issue resolution.

The role manages customer inquiries and escalations, supports sales operations, maintains accurate customer pricing, and account information in SAP, coordinates customer and broker requirements, and works cross-functionally to resolve order, billing, and service issues. The position requires strong organizational skills, attention to detail, sound judgment, effective communication, and ownership of customer-related processes.

• 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.

Requirements

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