Customer Service Manager

NATIVE MAINE OPERATIONS INC; Westbrook (ME); On-site; USD 58,000 - 65,000; Full time

Job summary

Native Maine Operations Inc. is seeking a Customer Service Manager in Westbrook, ME to lead the customer service and inside support operations.

You will drive service excellence across touchpoints from order entry to delivery coordination and build a high-performing team focused on accuracy, empathy, and urgency. The role requires hands-on leadership, ERP/order management experience (Prophet 21, NetSuite or similar), and a passion for local sourcing and community-focused business.

Qualifications

• 5+ years of experience in customer service, account management, or sales support.
• 2+ years in a supervisory/managerial role with direct team leadership.
• Strong interpersonal and communication skills with a customer-centric approach.

Responsibilities

• Oversee daily operations of the customer service department and handle inbound calls, emails, orders, and credits.
• Lead, coach, and develop a team of representatives and supervisors to deliver high-quality service.
• Coordinate with Sales, Operations, and Logistics to align order processing with fulfillment and delivery.
• Establish and monitor service metrics to maintain and improve performance.
• Develop policies, procedures, and training aligned with service standards and growth goals.

Skills

Customer service

Team leadership

Communication

Analytics

Education

Bachelor's degree or higher

Tools

Prophet 21

NetSuite

Job description

Job DetailsJob Location: Native Maine - Westbrook, ME 04092Salary Range: $58,000.00 - $65,000.00 Salary/yearOverview:

The Customer Service Manager leads Native Maine’s customer service and inside support operations, ensuring that every customer interaction reflects the company’s commitment to reliability, care, and community. This role is responsible for driving service excellence across all touchpoints from order entry to delivery coordination, and for developing a high-performing team that supports both our customers and internal departments with accuracy, empathy, and urgency.

Key Responsibilities:

• Oversee daily operations of the customer service department, ensuring efficient handling of all inbound calls, emails, orders, and credits.
• Lead, coach, and develop a team of customer service representatives and supervisors to deliver consistent, high-quality service that builds long-term customer trust.
• Partner with Sales, Operations, and Logistics to ensure seamless coordination between order processing, fulfillment, and delivery.
• Establish and monitor key service metrics (order accuracy, response time, issue resolution, etc.) to maintain and improve performance.
• Manage escalation of complex service issues, collaborating cross-departmentally to provide timely and effective resolutions.
• Develop and implement customer service policies, procedures, and training programs that align with Native Maine’s service standards and growth goals.
• Act as the voice of the customer internally, identifying trends and recurring issues to inform operational improvements and customer retention strategies.
• Maintain a strong working knowledge of Native Maine’s product lines, local farms, and seasonal availability to better support customer inquiries.
• Work closely with the Inside Sales Supervisor and Director of Sales, Marketing & Customer Service to align team priorities with company objectives.

QualificationsQualifications:

• 5+ years of experience in customer service, account management, or sales support - preferably in foodservice distribution, wholesale produce, or related industries.
• 2+ years of experience in a supervisory or managerial role with direct team leadership responsibility.
• Strong interpersonal and communication skills, with a demonstrated ability to lead by example and foster a collaborative, customer-centric team culture.
• Experience with ERP/order management systems common in distribution environments (Prophet 21, NetSuite, or similar).
• Proven ability to balance customer advocacy with operational efficiency and business objectives.
• Highly organized, proactive, and comfortable working in a fast-paced environment where priorities shift daily.
• A passion for food, local sourcing, and community-driven business is strongly preferred.
• Bachelor’s Degree or higher is preferred, but industry specific management experience will also be considered.

Native Maine Produceis an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Produce One and its affiliated companies do not sponsor employment-based visas or other employment authorization programs. Applicants and employees must be legally authorized to work in the United States without current or future employer sponsorship as a condition of employment.