Customer Service Manager (Manufacturing)

Omni Specialty Packaging, LLC; Baton Rouge (LA); On-site; USD 90,000 - 120,000; Full time

Job summary

Omni Specialty Packaging, LLC seeks an experienced Customer Service Manager to lead our customer service team and enhance the experience for every customer. The role drives the customer service strategy, develops the team, and ensures accurate, timely order processing while collaborating with Sales, Supply Chain, and Finance.

The ideal candidate has 7+ years in customer service with leadership experience, strong CRM/ERP proficiency, and a track record of process improvements.

Qualifications

• 7+ years in customer service with leadership experience.
• Experience with ERP/CRM systems in manufacturing.
• Strong analytical and communication skills.

Responsibilities

• Lead, coach, mentor, and develop the customer service team.
• Develop and execute a customer service strategy aligned with company objectives.
• Establish and monitor KPIs and performance standards.
• Ensure customer orders are processed accurately and on time.
• Resolve escalated customer concerns and lead effective service-recovery efforts.
• Monitor customer satisfaction, retention, order flow, backlog, and shipping performance.
• Analyze service data and implement process improvements.
• Develop and maintain standard operating procedures.
• Support forecasting, demand planning, and proactive customer communication.
• Prepare reports and recommendations for executive leadership.
• Support ERP and CRM improvements and process optimization.
• Evaluate new technologies to improve customer service operations.
• Promote a culture of accountability, continuous improvement, and customer focus.

Skills

Leadership

People management

KPI management

CRM systems

ERP systems

Excel

Communication

Problem solving

Conflict resolution

Forecasting

Education

Bachelor's degree

Tools

ERP systems

CRM systems

Job description

Omni Specialty Packaging is a growing, family-owned lubricant manufacturer committed to respect, integrity, teamwork, and accountability. We are seeking an experienced Customer Service Manager to lead our customer service team and strengthen the experience we provide to every customer.

This highly collaborative leadership role is responsible for customer service strategy, team development, order management, service performance, and continuous improvement. The ideal candidate is a hands-on leader who can build strong relationships, improve processes, and collaborate effectively with Sales, Supply Chain, Operations, Production, Logistics, and Finance.

What You'll Do

• Lead, coach, mentor, and develop the customer service team.
• Develop and execute a customer service strategy aligned with company objectives.
• Establish and monitor departmental goals, KPIs, and performance standards.
• Ensure customer orders are processed accurately and on time.
• Resolve escalated customer concerns and lead effective service-recovery efforts.
• Monitor customer satisfaction, retention, order flow, backlog, and shipping performance.
• Analyze service data and implement process improvements.
• Develop and maintain standard operating procedures.
• Support forecasting, demand planning, and proactive customer communication.
• Prepare reports and recommendations for executive leadership.
• Support ERP and CRM improvements and process optimization.
• Evaluate new technologies, including artificial intelligence, to improve customer service operations.
• Promote a culture of accountability, continuous improvement, and customer focus.

What We're Looking For

• At least seven years of customer service experience, including leadership responsibilities.
• Proven ability to lead, coach, and develop a high-performing team.
• Strong customer relationship management and conflict-resolution skills.
• Experience developing KPIs and managing departmental performance.
• Knowledge of order management, logistics, and supply chain operations.
• Strong analytical, organizational, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Experience using ERP and CRM systems.
• Advanced Microsoft Office skills, particularly Excel.
• Ability to manage competing priorities in a fast-paced manufacturing environment.
• Bachelor's degree in business, supply chain, marketing, or a related field preferred.
• Manufacturing, industrial, chemical, or lubricant industry experience preferred.

This position works in both office and manufacturing environments. The role requires occasional travel and the ability to enter production and warehouse areas while wearing required personal protective equipment.