Senior Client Service & Operations Lead

SugarCreek Packing Co.; Blue Ash (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

SugarCreek Packing Co. in Ohio seeks an experienced Customer Service Leader to manage key accounts, resolve issues, and drive service excellence across multiple plants.

You will mentor specialists and collaborate with Operations, Sales, Quality, and Logistics to ensure smooth onboarding and performance. This role requires strong communication, organizational, and analytical skills, with travel between plants.

Qualifications

• Three to five years in customer service or customer-facing role required.
• Experience working with SAP preferred.

Responsibilities

• Serve as lead point of contact for assigned strategic accounts, managing complex service matters, pricing communication, order accuracy.
• Resolve issues proactively to ensure client retention and satisfaction.
• Assist the Customer Service Manager with departmental oversight, workflow coordination, performance tracking.
• Step in for Customer Service Manager as needed to support leadership responsibilities.
• Drive continuous improvement initiatives and new product rollouts, providing strategic input on customer service procedures.
• Oversee and guide the new customer onboarding process, ensuring adherence to standards.
• Mentor and train Client Service Specialists, reinforce best practices and escalate when needed.
• Lead cross-functional collaboration with Operations, Sales, Quality, and Logistics to proactively manage schedule changes and disruptions.
• Analyze service data and prepare executive-level reporting to identify trends and risks.
• Manage escalated service concerns and coordinate internal resolution strategies.

Skills

Communication

Interpersonal

Critical thinking

Analytical

Organizational

Problem solving

Active listening

Teamwork

Attention to detail

Math basics

Education

High School Diploma or GED

Tools

SAP

MS Office (Outlook, Word, Excel)

Job description

SugarCreek Packing Co. in Ohio seeks an experienced Customer Service Leader to manage key accounts, resolve issues, and drive service excellence across multiple plants.

You will mentor specialists and collaborate with Operations, Sales, Quality, and Logistics to ensure smooth onboarding and performance. This role requires strong communication, organizational, and analytical skills, with travel between plants.