Customer Service & Supply Chain Leader

Jackson's Food Company; Muskego (WI); On-site; USD 70,000 - 110,000; Full time

Job summary

Jackson’s Food Company is seeking a Customer Service Manager to lead the customer service function and drive exceptional experiences. You will oversee order management, VMI programs, EDI operations, and service processes while coordinating with Supply Chain, Production, Warehouse, Logistics, and Sales to uphold quality and responsiveness.

The role focuses on developing service strategies, improving processes, and measuring performance to ensure customer satisfaction and business growth.

Qualifications

• Bachelor's degree in a related field preferred; equivalent combination of education and experience considered.
• Five+ years in customer service, customer operations, supply chain, logistics, or related functions.
• Minimum of three years of leadership or people management experience.
• Experience managing customer relationships, order management processes, and service performance metrics.
• Experience with EDI systems, ERP platforms, and VMI programs preferred.

Responsibilities

• Lead the day-to-day operations of the Customer Service team, ensuring timely and accurate order processing and exceptional customer support.
• Provide coaching, training, and performance management for Customer Service Coordinators and other team members.
• Serve as primary escalation point for complex inquiries, order issues, service concerns, and complaint resolution.
• Develop and monitor customer service policies, procedures, and best practices to improve delivery and efficiency.
• Establish and report KPIs related to customer service, order fulfillment, response times, service levels, and satisfaction.
• Collaborate with Sales, Supply Chain, Production, Warehouse, Logistics, and Finance to meet customer needs.
• Oversee VMI programs and third-party warehouse relationships for inventory accuracy and replenishment.
• Manage and improve EDI processes to support seamless transactions.

Skills

Leadership

Analytical skills

Problem solving

Communication

Organizational skills

Education

Bachelor's degree in Business Administration

Bachelor's degree in Supply Chain Management

Bachelor's degree in Operations Management

Job description

Jackson’s Food Company is seeking a Customer Service Manager to lead the customer service function and drive exceptional experiences. You will oversee order management, VMI programs, EDI operations, and service processes while coordinating with Supply Chain, Production, Warehouse, Logistics, and Sales to uphold quality and responsiveness.

The role focuses on developing service strategies, improving processes, and measuring performance to ensure customer satisfaction and business growth.