Customer Service Manager

Job Juncture; Walled Lake (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Job Juncture 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, ensuring accurate pricing and data in SAP.

You will lead the Order Processing Team, support sales operations, and coordinate cross-functionally to resolve order, billing, and service issues.

Qualifications

• Progressive customer service experience in a CPG environment.
• Leadership and ownership of customer service and sales ops.
• Experience with SAP, Salesforce, TrueCommerce, Excel, and Google Workspace.
• Ability to build strong relationships with customers, brokers, and internal teams.
• Strong organizational skills and attention to detail.

Responsibilities

• Manage and resolve customer inquiries, issues, and escalations promptly.
• Serve as liaison between customers, Sales, Operations, Accounting, and brokers.
• Lead Order Processing Team to ensure accurate, timely orders.
• Support Sales with pricing, reporting, and account activities.
• Improve customer service and order processes for efficiency.
• Maintain SAP and Salesforce data integrity and required files.

Skills

Customer service excellence

Order management

Leadership

Cross-functional collaboration

Pricing accuracy

Data integrity

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.