Director, Customer Service

Reser's Fine Foods; Beaverton (OR); On-site; USD 110,000 - 165,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with discretionary match

Paid time off

Company holidays

Wellness programs

Job summary

Reser’s Fine Foods seeks a Director of Customer Service to lead the day-to-day CS function, overseeing a small team and partnering with sales, manufacturing, and logistics to ensure smooth order processing and issue resolution.

The role emphasizes process improvement, system utilization, and performance management in a structured, exception-driven CS environment. Strategic planning and cross-functional coordination are essential.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• 7–10 years of progressive customer service or supply chain experience.
• 5 years of people leadership (supervisors/managers).
• Experience with retail/food service/CPG customers.
• Strong knowledge of order management and service issue resolution.
• Experience with ERP/CRM/reporting systems such as M3, SAP, Oracle.
• BI tools like Power BI/Tableau/Excel for monitoring trends.

Responsibilities

• Lead daily customer service operations for business customers, focusing on order exceptions and cross-functional follow-up.
• Oversee a small team, set priorities, workflows, and service standards.
• Monitor exception trends and late orders, partner with internal teams to reduce recurrence.
• Ensure processes are followed, documented, and improved for efficient order support.
• Coordinate with sales, manufacturing, planning, transportation, warehousing, distribution, logistics, and procurement to meet commitments.
• Use internal systems and data to monitor workload, service trends, and performance.
• Identify improvements to workflows, system usage, and escalation paths.
• Coordinate customer communications through internal channels for issues requiring follow-up.
• Support service reporting, KPI tracking, and progress on improvements.
• Participate in S&OP or cross-functional planning to provide customer insights.
• Support business continuity during supply disruptions and system issues.
• Foster a service-oriented, accountable team culture with coaching and development.
• Make staff employment decisions per policy.
• Perform special projects as assigned.

Skills

Team leadership

Customer service

Order management

ERP systems

Power BI

Tableau

Excel

Education

Bachelor’s Degree in Business Administration, Supply Chain Management, Operations Management, Logistics, or related field

Equivalent combination of education and experience

Tools

M3 ERP

SAP

Oracle

Job description

We offer a competitive compensation and benefits package designed to help employees live a healthier life, build rewarding careers and save for the future. Reser’s offers choices whenever possible, because we recognize the diverse and ever-changing needs of our employees. Full-time employee benefits include medical, dental, vision, AD&D, life, 401(k) with discretionary match, wellness programs, paid time off, company paid holidays and a variety of voluntary benefit options.

We strive to be Employer of Choice. As one of our five cornerstones, this means that we go all-out to create an environment that shows we are committed to investing in employee growth and creating a culture of belonging where employees what to build a lasting career.

Visit our website to learn more about our competitive benefit programs - www.resers.com/careers/#benefits

Reser’s Fine Foods - Job Description

Title: Director- Customer Service

FLSA Status: Exempt

Location: Corporate Job Family: Customer Service

Reports to: Vice President- Supply Chain Career Track/Level: M5

Job Summary

The Customer Service Director leads the day-to-day customer service function supporting business customers, sales, manufacturing, distribution, logistics, and supply chain operations. This role oversees a small team responsible for managing order exceptions, resolving processing issues, coordinating cross-functional follow-up, and ensuring customers are kept informed when order, delivery, or service issues occur. The Director focuses on operational execution, process improvement, system utilization, workflow consistency, and team performance in a system-driven, exception-based customer service environment.

Essential Position Functions

1. Leads the daily customer service operation for business customers, with emphasis on order exception management, issue resolution, customer communication, and timely cross-functional follow-up.
2. Oversees a small team of customer service employees and managers, setting clear priorities, expectations, workflows, and service standards.
3. Monitors exception trends, late orders, processing issues, deviations, and service disruptions, and partners with internal teams to resolve root causes and reduce recurrence.
4. Ensures customer service processes are consistently followed, documented, and improved to support accurate, efficient, and timely order support.
5. Partners with sales, manufacturing, planning, transportation, warehousing, distribution, logistics, and procurement to help ensure customer commitments are understood, tracked, and addressed.
6. Uses internal systems, reporting, and available data to monitor work volume, exception status, service trends, team performance, and process improvement opportunities.
7. Identifies and implements practical improvements to customer service workflows, system utilization, communication routines, escalation paths, and exception management processes.
8. Coordinates customer communication through appropriate internal channels when order, delivery, product availability, or processing issues require follow-up.
9. Supports service reporting, KPI tracking, and operational updates related to customer service performance, order exceptions, issue resolution, and process improvement progress.
10. Participates in operational planning discussions, including S&OP or similar cross-functional processes, to provide customer service insight on recurring issues, service risks, and improvement needs.
11. Supports business continuity and internal coordination during supply disruptions, system issues, or operational challenges affecting customer orders.
12. Builds a service-oriented, accountable team culture focused on responsiveness, accuracy, problem solving, continuous improvement, and internal partnership.
13. Provides coaching, feedback, development support, and performance management for team members and direct-report managers.
14. Makes or recommends staff employment decisions in accordance with company policy.
15. Performs special projects and other related duties, as assigned.

Education and Experience

• Bachelor’s Degree in Business Administration, Supply Chain Management, Operations Management, Logistics, or related field, or equivalent combination of education and experience.
• 7-10 years of progressive experience in customer service, customer supply chain, order management, logistics, manufacturing support, or related disciplines.
• 5 years of people leadership experience, including leading supervisors, managers, or small teams.
• Experience supporting retail, food service, grocery, CPG, manufacturing, or other business-to-business customers.
• Strong knowledge of order management, exception handling, customer fulfillment, supply chain coordination, inventory communication, and service issue resolution.
• Experience using ERP, order management, CRM, reporting, or workflow systems such as M3, SAP, Oracle, or similar platforms.
• Experience using reporting or business intelligence tools such as Power BI, Tableau, Excel, or similar tools to monitor service trends and process performance.
• Food manufacturing or CPG industry experience preferred.

Knowledge, Skills and Abilities

• Strong operational leadership skills with the ability to set priorities, clarify expectations, and drive follow-through in a small team environment.
• Excellent communication, relationship-building, and issue resolution skills with internal partners and business customers.
• Ability to analyze service trends, exception patterns, workflow gaps, and performance data to identify practical improvements.
• Strong process improvement mindset with the ability to simplify work, improve consistency, and strengthen system utilization.
• Ability to coordinate across functions, influence without direct authority, and keep issues moving to resolution.
• Sound judgment, attention to detail, accountability, and ability to balance customer needs with operational constraints.

Physical Demands and Working Conditions

• Prolonged periods performing repetitive actions.
• Repetitive hand, wrist, and finger activities.
• Requires the ability to travel to various work locations by car or plane up to 15% of time.
• Office environment.
• Flexible schedule may be required based on business needs.

Exempt only: This position is eligible for a bonus based on company goals/performance.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.