Customer Service Manager - Lead Growth & Service Excellence

Prinova USA; Salt Lake City (UT); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Employer paid STD and LTD

HSA and FSA

PTO

Job summary

Prinova USA is seeking a Customer Service Manager to lead the customer service operation across locations, including Spring Hill, TN and Salt Lake City, UT. You will oversee order management, communications, invoicing support, and issue resolution while driving continuous improvement and service excellence.

You will partner with Sales, Operations, Supply Chain, Finance, Quality, and Project Management to develop people, optimize processes, and deliver best-in-class service that supports business

Qualifications

• 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.

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

Customer service

ERP systems

Cross-functional collaboration

Education

Bachelor's degree in Business or related field

Tools

Microsoft Office

ERP/ERP systems

Job description

Prinova USA is seeking a Customer Service Manager to lead the customer service operation across locations, including Spring Hill, TN and Salt Lake City, UT. You will oversee order management, communications, invoicing support, and issue resolution while driving continuous improvement and service excellence.

You will partner with Sales, Operations, Supply Chain, Finance, Quality, and Project Management to develop people, optimize processes, and deliver best-in-class service that supports business