Inside Customer Service Lead — End-to-End Order Excellence

Forever-Cheese; Secaucus (NJ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Healthcare benefits

Life and disability insurance

Parental Leave

401(k) with employer match

Generous paid time off

Job summary

Forever Cheese seeks a Customer Service Manager to lead the inside team handling order management and customer communications. You’ll own end-to-end order-to-invoice processes across segments and set service standards.

This player-coach role reports to the COO and partners with Sales, Purchasing, Warehouse, and Finance. Ideal candidates have 3–6 years in CS management in food/CPG, strong ERP experience, and a proven record of improving cross-functional workflows while maintaining customer focus

Qualifications

• 3–6 years in customer service management, sales operations, or commercial operations—ideally in food, CPG, or distribution.
• Experience managing an inside customer service or sales support team.
• A track record of owning order management, SLA enforcement, and cross-functional operational workflows.
• Working knowledge of ERP and order management systems.
• Ability to juggle a high volume of concurrent priorities without dropping tasks.
• Based in or able to commute to Secaucus, NJ (onsite).

Responsibilities

• Team and order workflow: manage a team of CS reps across retail, foodservice, and distributor segments; run end-to-end order workflow across portals.
• NIF, retailer compliance, and pricing: review New Item Forms, keep specs/certs, approve pricing.
• Reporting and deduction recovery: publish weekly flash, monthly scorecards, own deduction recovery and short-ship reconciliation.

Skills

Customer service management

Sales operations

Order management

Cross-functional collaboration

ERP systems (E21)

On-site Secaucus, NJ

Tools

E21

KeHE Connect

Retailer deduction management software

Job description

Forever Cheese seeks a Customer Service Manager to lead the inside team handling order management and customer communications. You’ll own end-to-end order-to-invoice processes across segments and set service standards.

This player-coach role reports to the COO and partners with Sales, Purchasing, Warehouse, and Finance. Ideal candidates have 3–6 years in CS management in food/CPG, strong ERP experience, and a proven record of improving cross-functional workflows while maintaining customer focus