Customer Service Manager

1 month ago


Lancaster, United States Frank Group Full time
Job DescriptionJob Description

Position Summary

100% Remote - Requires Customer Service Management within a Manufacturing industry. Retail experience will not qualify for this role.

The Customer Service Manager will be responsible for overseeing all aspects of customer service and order fulfillment processes at the manufacturing site, working closely with both internal and external stakeholders to manage order entry and processing fulfillment from order to delivery.


Essential Duties and Responsibilities


The essential functions include, but are not limited to the following:

  • Daily Communication: This role is the go-to person for order-related questions from our customers and sales team. Responsible for daily status updates, publishing dashboard data, keeping stakeholders informed of progress, challenges, and necessary actions to maintain operational continuity.
  • Customer Service & Order Fulfillment: Lead the process to ensure all customer orders are fulfilled with a 98%+ On Time and In Full (OTIF) rate by managing customer interactions and order processing activities.
  • Comprehensive Order Management: Oversee the entire order entry process, ensuring every order is captured accurately and processed promptly. You will closely monitor each step, from initial entry through to final delivery, to identify and mitigate any potential delays or errors. Continuously work to enhance the order entry and fulfillment process to reduce lead times and improve accuracy and efficiency while maintaining best-in-class customer service.
  • Project Management: Work with internal and external stakeholders on various projects such as Inventory planning for seasonal displays or coupon applications.
  • Continuous Improvement: Regularly review and refine logistics and fulfillment strategies to reduce lead times to customers and improve service quality. Implement best practices and innovative solutions that align with our company standards.
  • Manage Relationships: As a critical relationship holder, you will also nurture and maintain strong, productive relationships with our customers, warehouse, and internal teams to ensure seamless collaboration and support across all operational activities. Respond to customer feedback and complaints to resolution. Key internal relationships will be with Sales, Supply Chain, Accounting, Warehousing and Logistics.
  • Enhancing OTIF Delivery Rate: Identify bottlenecks and implement improvements in the order fulfillment process to continuously improve our OTIF score.

Key Metrics

  • Order Management: Manage all Open Order to ensure they are moving through the system properly to ensure 98% OTIF
  • OTIF Dashboard: Compiling data and publishing OTIF Dashboard (publish Weekly + Monthly) with commentary about our performance (current state) and improvements (future state)
  • Customer Service/Fulfillment Inbox + Slack Channels: Manage Retail CS & Order Fulfillment inbox to meet 98% OTIF & provide best in class CS.
  • Walmart OTIF / SQEP Management: Key point of contact for Harvest Group (Broker) and Sales for all Walmart data they provide to ensure we are in compliance with WM Guidelines.
  • Sales Flat Shipper Requests: Process Flat Shipper / Empty Shipper Requests from Sales Team.


Minimum Qualifications (Knowledge, Skills, and Abilities)

  • A bachelor’s degree in business administration or related field.
  • 5+ years working in Customer Service, Logistics, Operations or Planning/Coordination.
  • Experience in the food or consumer packaged goods (CPG) industry is advantageous.
  • Proficient in Office and Google Suite skills; with strong Excel/Google Sheets.
  • In-depth understanding of customer service, order fulfillment, logistics and SOP’s. With the ability to also create SOPs and processes.
  • Comfortable managing high volumes of emails and maintaining effective communication.
  • Work independently and be able to troubleshoot and manage daily deadlines and assigned projects.
  • Learning agility; able to adapt to changing business and customer needs.
  • Thrives in a fast-paced environment.



  • Account Manager

    5 days ago


    Lancaster, United States Staffing Service USA Full time

    We have a fantastic opportunity for an experienced Customer Service/Account Management associate! This is a full-time position paying up to $25/hr. What we offer all Customer Service/Account Management associate: Comprehensive, supportive training Great benefits package Family-like atmosphere Responsibilities for the Customer Service/Account Management...


  • Lancaster, Pennsylvania, United States Upstate Niagara Cooperative Full time

    Job SummaryWe are seeking a highly skilled and experienced Customer Service Manager to lead our Evaporated Milk team at Upstate Niagara Cooperative. The successful candidate will be responsible for managing customer relationships, resolving issues, and driving sales growth.Key ResponsibilitiesManage and develop a team of Customer Service Representatives to...


  • Lancaster, United States Tristarr Recruiting Full time

    Job DescriptionJob DescriptionA well-established manufacturing company in the Greenfield area of Lancaster is seeking an Customer Service Representative/Account Manager for their team! The Customer Service Representative is responsible for working with the sales team and managing all sales and customer service activities for assigned accounts....


  • Lancaster, Pennsylvania, United States edgecomputingassociation Full time

    Job SummaryWe are seeking a highly skilled Financial Services Technical Support Specialist to join our team at edgecomputingassociation. As a key member of our Treasury Management department, you will provide exceptional customer service and technical support to our clients.Key ResponsibilitiesProvide technical support and troubleshooting assistance to...

  • Customer Service Rep

    3 months ago


    Lancaster, United States Empowered Cities Full time

    **Location** Lancaster, Texas **Customer Service Rep** Summary:The Customer Service Representative is responsible for customer service activities such as responding to inquiries, processing orders, and handling customer complaints and questions in a prompt, courteous and effective manner.Job Duties: Interacts with customers by phone, email, or in person and...


  • Lancaster, United States FFE Transportation Full time

    Customer Service Representative Frozen Food Express is looking for a Customer Service Representative for our Lancaster, TX location. Responsibilities: Perform customer service functions related to the business. Responsible for daily hands-on customer related situations, account development and customer satisfaction. Commit to and receive detailed customer...


  • Lancaster, Pennsylvania, United States MANCHESTER SUBARU Full time

    Service ReceptionistJob Category: Dealership AdministrationJob Overview:As a Service Receptionist, you will be the first point of contact for our customers, providing exceptional service and support. Your responsibilities will include:Managing incoming calls to the service department, ensuring calls are directed to the appropriate personnel or taking...


  • Lancaster, Pennsylvania, United States M&T Bank Full time

    Job Summary:We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative at M&T Bank. As a key member of our branch team, you will be responsible for providing exceptional service to our customers and resolving routine customer problems in a timely manner.Key Responsibilities:Provide exceptional...


  • Lancaster, United States FFE Transportation Full time

    Customer Service Representative Frozen Food Express is looking for a Customer Service Representative for our Lancaster, TX location. Responsibilities: Perform customer service functions related to the business. Responsible for daily hands-on customer related situations, account development and customer satisfaction. Commit to and receive detailed customer...


  • Lancaster, United States MPW Full time

    Job DescriptionJob descriptionJob Function: Serves customers by providing product and service information; quoting and processing new customer orders; resolving product and service problems. Essential Functions: 1. Manage incoming calls and emails and directing them to the appropriate department. 2. Attracts potential customers by answering product and...


  • Lancaster, Ohio, United States Tire Choice Auto Service Centers Full time

    Job OverviewAs an Automotive Service Manager at Tire Choice Auto Service Centers, you will oversee all facets of daily store and workshop operations, ensuring the effective, efficient, and safe functioning of our service areas. This position serves as an excellent opportunity to embark on your career journey with Tire Choice. From day one, you will engage in...


  • Lancaster, United States Harrisburgpremier Full time

    Benefits: Bonus based on performance Flexible schedule Opportunity for advancement General Purpose: Requires frequent contact with customers, associates, and upper management. Occasional contact with external business associates (distributors, suppliers, service organizations, etc.) is possible. Must communicate effectively with supervisors, peers, and...


  • Lancaster, California, United States REV Group Inc Full time

    Position Overview:The Customer Service Specialist plays a crucial role in managing warranty processing and customer service interactions. This position requires adept handling of various tasks and engagement with individuals possessing diverse skill sets. A strong emphasis is placed on ensuring customer satisfaction through effective communication and...


  • Lancaster, Pennsylvania, United States K&A Appliance, Inc. Full time

    Job OverviewBenefits:401(k) matchingEmployee discountsFree uniformsOpportunities for career growthPaid time offProfit sharingWe are seeking a motivated individual to take on the role of Service Associate at K&A Appliance, Inc. In this position, you will manage the service operations within our appliance retail environment. Your leadership will guide a team...


  • Lancaster, United States Staffing Service USA Full time

    We have a fantastic opportunity for an experienced Customer Service/ Account Management associate! This is a full-time position paying to $25/hr What we offer all Customer Service/ Account Management associate: Comprehensive, supportive training Grea Client Service, Associate, Customer Service, Client Relations, Retail, Staffing


  • Lancaster, New Hampshire, United States Woodsville Guaranty Savings Bank Full time

    Woodsville Guaranty Savings Bank is a dedicated community financial institution located in New Hampshire, committed to meeting the banking needs of both businesses and individuals. We are currently seeking a full-time Customer Service Associate to join our team. This role is essential in ensuring that our clients receive top-notch service at our Lancaster...


  • Lancaster, Ohio, United States PNC Financial Services Group Full time

    Job DescriptionJob ProfilePosition OverviewAt PNC Financial Services Group, our workforce is our most significant differentiator and competitive edge in the markets we operate. We are all committed to providing the best experience for our clients. We collaborate daily to cultivate an inclusive workplace culture where all employees feel respected, valued, and...


  • Lancaster, United States Lancaster Parking Authority Full time

    Job Type Full-time Description Summary/Objective The Lancaster Parking Authority is committed to providing efficient, customer-friendly parking services to the City of Lancaster. We manage parking facilities, enforce parking regulations, and handle citation accounts. Our goal is to ensure a seamless parking experience for all our customers, including...


  • Lancaster, United States Tad PGS Full time

    Assist distributors, general aviation OEMs, and end users with various questions in relation to all products Prepare all orders for the entry system or manage electronic data transfer of orders Coordinate with various other departments such as Produc Customer Service Representative, Customer Service, Representative, Production, Retail, Staffing


  • Lancaster, New Hampshire, United States Passumpsic Savings Bank Full time

    Job OverviewAt Passumpsic Savings Bank, we're seeking a highly skilled and customer-focused individual to join our team as a Service Representative. As a key ambassador for our organization, you will be responsible for delivering exceptional customer service, building strong relationships with our clients, and providing expert guidance on our financial...