Senior Manager, Customer Service

Eastridge Workforce Solutions is committed to connecting skilled professionals with meaningful career opportunities. We are currently seeking a Senior Manager, Customer Service to join our client's growing team. This role offers a clear advancement path, with the opportunity to transition into the Director of Account Management position within the next few years. This is a direct hire opportunity.

Position Details
Job Title: Senior Manager, Customer Service (Food Wholesaler)

Location: Richmond, CA

Pay Range: $141, , % bonus

Employment Type: Full-Time / Direct Hire

Schedule: Hybrid (4 days onsite, 1 day remote)

Benefits: Health, Dental, Vision, 11 Paid Holidays, 401k with 3% employer match

Position Summary

The Senior Manager, Customer Service will operate with significant independence, sound judgment, and professional discretion while overseeing daily operations for both domestic and international account management teams. This leader will drive strategic direction, support operational execution, and ensure orders are accurately processed in alignment with customer service standards. This role requires strong leadership, exceptional communication, attention to detail, and the ability to collaborate effectively across departments to elevate the customer experience.

Key Responsibilities

Leadership, Management & Accountability (LMA)

• Lead and oversee domestic and international account management teams.
• Direct team development, training, performance reviews, and workload distribution.
• Define KPIs and performance expectations; conduct routine progress check-ins.
• Build a solutions-driven, collaborative team culture aligned with company values.
• Maintain accountability through clear communication and structured feedback.

Operational Oversight

• Manage staff schedules and approve overtime.
• Ensure timely processing of new customer orders.
• Monitor container shipping boards to uphold shipping and logistics timelines.
• Provide backup support for customer accounts when needed.
• Follow up on outstanding tasks and escalate issues appropriately.
• Review open orders regularly and coordinate resolution strategies.
• Identify process improvements and lead data-driven operational enhancements.

Customer Engagement

• Participate in ongoing domestic and international customer calls to drive transparency and proactive communication.
• Build and maintain strong, long-term customer relationships.
• Serve as the escalation point for customer concerns, ensuring swift and effective resolutions.

Cross-Functional Collaboration

• Partner closely with Sales, Operations, Supply Chain, Logistics, and Accounting to ensure seamless workflow.
• Collaborate on process improvements, forecasting, and operational alignment.

Reporting & Analytics

• Maintain Power BI dashboards and visual reports to support data-driven decision-making.
• Ensure timely completion of KPI and scorecard reporting.

Training & Development

• Lead onboarding and ongoing training initiatives.
• Promote cross-training to enhance team flexibility and coverage.

Compliance & Policy Adherence

• Follow organizational policies and procedures.
• Ensure compliance with applicable federal and state regulations.

Minimum Qualifications
Education:

• Bachelor's degree in Business Administration or a related field.

Experience:

• 5+ years in account management and/or customer service.
• 5+ years leading teams, including at least 3 direct reports and responsibility for a group of 5+.

Preferred Skills:

• Advanced proficiency in Excel (pivot tables, formulas, data modeling).
• 2+ years of ERP system experience and familiarity with data visualization tools such as Power BI.
• Strong proficiency with Microsoft Office Suite.