Sr. Customer Service Manager

Trillium Staffing; Newark (CA); On-site; USD 72,000 - 88,000; Full time

Job summary

Trillium Staffing is seeking a Sr. Customer Service Representative for a full-time, direct-hire role in Newark, CA. This position is 100% onsite with an annual salary of $80,000.

The Senior CSR acts as the primary customer contact after order entry, coordinating cross-functional teams to ensure timely delivery and issue resolution. Responsibilities include open-order management, escalation handling, invoicing support, and team coaching.

Qualifications

• High school diploma or equivalent required; degree or certification preferred.
• Five or more years of customer service experience, preferably in manufacturing or packaging.
• Experience with ERP and order-management systems; Infor M3 experience preferred.
• Experience supporting strategic or high-demand customer accounts.
• Proficiency in Microsoft Excel, Outlook, and reporting tools.

Responsibilities

• Serve as the primary service contact for assigned customer accounts.
• Respond promptly and professionally to customer emails, calls, escalations, and information requests.
• Provide accurate updates on order status, production progress, shipment dates, tracking information, and delivery risks.

Skills

Customer service

Excel

Communication

Problem solving

Prioritization

Cross-functional coordination

Education

High school diploma

Tools

Infor M3

ERP systems

Job description

Trillium Professional is now seeking an Sr. Customer Service Representative for a full-time direct-hire opportunity in Newark, CA! This role is 100% onsite! Annual salary is $80k/year.

The Senior Customer Service Representative serves as the primary customer contact after order entry, with responsibility for strategic and complex customer accounts. This role monitors order execution, provides proactive communication, coordinates delivery changes, resolves escalated issues, and drives timely action across Planning, Production, Quality, Engineering, Shipping, Sales, and Finance. The Senior CSR also supports team development, workload coordination, KPI monitoring, standard-work compliance, and continuous improvement. This is a senior individual-contributor role and does not automatically include formal employee supervision.

Responsibilities:

Customer Communication

• Serve as the primary service contact for assigned customer accounts.
• Respond promptly and professionally to customer emails, calls, escalations, and information requests.
• Provide accurate updates on order status, production progress, shipment dates, tracking information, and delivery risks.
• Notify customers in advance of delays, shortages, quality concerns, or changes to committed dates.
• Lead customer recovery communication when delivery or service performance falls below expectations.
• Document customer commitments and maintain complete communication records.
• Participate in customer meetings, business reviews, and escalation calls when required.

Open-Order Management

• Review open-order, backlog, overdue-order, and shipment reports daily.
• Monitor confirmed delivery dates against current material, production, and shipping status.
• Obtain Planning approval before communicating new or revised delivery dates.
• Follow up on overdue orders, partial shipments, backorders, and remaining balances.
• Ensure customer changes are communicated to the Order Entry CSR and accurately updated in Infor M3.
• Coordinate shipment priorities with Planning, Production, and Shipping.
• Identify delivery risks early and lead the internal escalation process.
• Maintain visibility of critical orders until delivery completion.

Escalation & Issue Resolution

• Lead the coordination of complex customer complaints, returns, replacements, credits, and corrective-action requests.
• Coordinate with Quality and Finance to ensure timely resolution and accurate customer communication.
• Track customer issues through closure and confirm that agreed actions have been completed.
• Support investigations involving delivery discrepancies, damaged shipments, shortages, incorrect products, or invoicing problems.
• Coordinate FAIR, sample, NPI, documentation, and approval status with the responsible departments.
• Identify recurring service failures and support root-cause analysis and corrective action.
• Escalate unresolved internal actions based on customer impact and required completion date.

Invoicing and Documentation Support

• Verify that completed shipments are processed for timely invoicing.
• Monitor shipped-not-invoiced orders and coordinate resolution of invoice blocks.
• Support the correction of pricing, quantity, freight, tax, or documentation discrepancies.
• Provide packing slips, certificates, tracking information, inspection documents, and other required records.
• Maintain accurate customer correspondence, escalation logs, and issue-tracking records.

Team Support and Coaching

• Provide guidance and support to Order Entry and Service CSRs.
• Assist with workload balancing, account coverage, and backup planning.
• Coach team members on customer communication, open-order management, escalation, and M3 processes.
• Review complex transactions and support resolution of unusual customer requirements.
• Help train new team members and maintain training materials.
• Serve as backup to the Customer service team member when requested.

Qualifications

• -High school diploma or equivalent required; relevant degree or certification preferred.
• -Five or more years of customer service experience, preferably in manufacturing or packaging.
• -Experience with ERP and order-management systems; Infor M3 experience preferred.
• -Experience supporting strategic or high-demand customer accounts.
• -Experience managing customer escalations and coordinating cross-functional resolution.
• -Proficiency in Microsoft Excel, Outlook, and reporting tools.
• -Strong customer communication, problem-solving, prioritization, and follow-up skills.
• -Demonstrated ability to coach colleagues and support process improvements.
• -Ability to coordinate effectively across Planning, Production, Quality, Shipping, Sales, and Finance.
• -Fluent in English, both written and verbal. Spanish is seen as plus
• -Advanced knowledge of customer service, open-order management, delivery tracking, escalations, complaints, returns, and invoicing follow-up.
• -Ability to manage strategic customers, complex orders, delivery risks, and high-priority escalations.
• -Strong working knowledge of ERP and order-management systems; Infor M3 experience preferred.
• -Ability to analyze backlog, delivery, response-time, issue-aging, and invoicing reports.
• -Ability to coordinate effectively across Planning, Production, Quality, Engineering, Shipping, Sales, and Finance.
• -Strong written and verbal customer communication, including difficult or sensitive situations.
• -Ability to coach team members, share best practices, and support workload allocation.
• -Strong organization, ownership, attention to detail, prioritization, and problem-solving skills.
• -Ability to identify recurring service failures and support practical corrective actions.
• -Able to manage multiple priorities in a fast-paced, high-mix manufacturing environment.

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.