Customer Service Manager - Strategy & Leadership

Omni Specialty Packaging; Baton Rouge (LA); On-site; USD 81,000 - 99,000; Full time

Job summary

Omni Specialty Packaging in Baton Rouge, LA, is seeking an experienced Customer Service Manager to lead the team, shape service strategy, and drive continuous improvement. The role collaborates with Sales, Supply Chain, Operations, Production, Logistics, and Finance to strengthen the customer experience.

The ideal candidate has hands‑on leadership, builds relationships, and optimizes order management, service performance, and cross‑functional processes in a growing lubricant manufacturing

Qualifications

• 7+ years of customer service experience with leadership responsibilities.
• Ability to lead, coach, and develop a high‑performing team.
• Experience with ERP and CRM systems and advanced Excel.
• Bachelor’s degree in business, supply chain, marketing, or related field preferred.

Responsibilities

• 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.
• Coordinate customer priorities across departments.
• 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.

Skills

Leadership

Customer relations

Communication

Analytical thinking

Project management

Education

Bachelor's degree preferred

Tools

ERP systems

CRM systems

Excel

Job description

Omni Specialty Packaging in Baton Rouge, LA, is seeking an experienced Customer Service Manager to lead the team, shape service strategy, and drive continuous improvement. The role collaborates with Sales, Supply Chain, Operations, Production, Logistics, and Finance to strengthen the customer experience.

The ideal candidate has hands‑on leadership, builds relationships, and optimizes order management, service performance, and cross‑functional processes in a growing lubricant manufacturing