Customer Service Manager: Lead, Grow & Elevate Operations

Prinova USA; Spring Hill (TN); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) & Roth with employer match

Paid PTO

HSA and FSA

Job summary

Prinova is seeking a Customer Service Manager in Spring Hill, TN or Salt Lake City, UT to lead a high-performing team across order management, customer communications, and invoicing support. You will drive service excellence, coordinate with Sales, Operations and Finance, and develop people and processes for best-in-class customer outcomes.

Responsibilities include establishing KPIs, enabling continuous improvement, and ensuring accurate order execution in a fast-paced environment.

Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, or related field.
• 5+ years of progressive leadership experience in customer service, order management, manufacturing, distribution, or related operational environments.
• Proven experience leading and developing customer service teams.
• Strong knowledge of order management processes, customer support functions, ERP systems, and customer communications.
• Demonstrated ability to drive process improvements and enhance operational efficiency.
• Experience working cross-functionally with Sales, Operations, Supply Chain, Finance, and other business functions.

Responsibilities

• Lead all customer service operations and personnel while fostering a customer-centric culture focused on responsiveness, accountability, and service excellence.
• Develop department objectives, KPIs, and organizational capabilities aligned with company goals.
• Recruit, coach, mentor, and develop customer service team members.
• Own the customer order management process, including order entry, order maintenance, customer confirmations, date management, backlog management, OOR management, pricing maintenance, invoicing support, returns, credits, and issue resolution.
• Ensure customer orders are processed accurately and efficiently while meeting customer expectations and internal service standards.
• Serve as the primary escalation point for customer service issues and work cross-functionally to resolve customer concerns.
• Build and maintain strong customer relationships while proactively addressing service-related risks.
• Identify and implement process improvements, automation opportunities, and system enhancements that improve efficiency and data accuracy.
• Partner with Operations and Scheduling to improve service levels, production visibility, and on-time delivery performance.
• Support forecasting and demand planning processes by providing customer order trends, demand insights, and market feedback.
• Follow cGMP guidelines and processes as established in department SOPs;
• Perform other duties as assigned.

Skills

Leadership

Order management

ERP systems

Cross-functional collaboration

Communication

Problem solving

Education

Bachelor's degree in Business, Supply Chain, Operations, or related field

Tools

ERP software

MS Excel

MS Office

Job description

Prinova is seeking a Customer Service Manager in Spring Hill, TN or Salt Lake City, UT to lead a high-performing team across order management, customer communications, and invoicing support. You will drive service excellence, coordinate with Sales, Operations and Finance, and develop people and processes for best-in-class customer outcomes.

Responsibilities include establishing KPIs, enabling continuous improvement, and ensuring accurate order execution in a fast-paced environment.