Senior Customer Service Manager - Manufacturing

Omni Specialty Packaging, LLC; Baton Rouge (LA); On-site; USD 90,000 - 120,000; Full time

Job summary

Omni Specialty Packaging, LLC seeks an experienced Customer Service Manager to lead our customer service team and enhance the experience for every customer. The role drives the customer service strategy, develops the team, and ensures accurate, timely order processing while collaborating with Sales, Supply Chain, and Finance.

The ideal candidate has 7+ years in customer service with leadership experience, strong CRM/ERP proficiency, and a track record of process improvements.

Qualifications

• 7+ years in customer service with leadership experience.
• Experience with ERP/CRM systems in manufacturing.
• Strong analytical and communication skills.

Responsibilities

• Lead, coach, mentor, and develop the customer service team.
• Develop and execute a customer service strategy aligned with company objectives.
• Establish and monitor 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.
• 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 to improve customer service operations.
• Promote a culture of accountability, continuous improvement, and customer focus.

Skills

Leadership

People management

KPI management

CRM systems

ERP systems

Excel

Communication

Problem solving

Conflict resolution

Forecasting

Education

Bachelor's degree

Tools

ERP systems

CRM systems

Job description

Omni Specialty Packaging, LLC seeks an experienced Customer Service Manager to lead our customer service team and enhance the experience for every customer. The role drives the customer service strategy, develops the team, and ensures accurate, timely order processing while collaborating with Sales, Supply Chain, and Finance.

The ideal candidate has 7+ years in customer service with leadership experience, strong CRM/ERP proficiency, and a track record of process improvements.