Senior Customer Service Manager, Fullerton

About the job: Job Role : Senior Customer Service Manager Job Location : Brea, CA Job Type : Full Time - Hybrid We are looking for the position of "Senior Customer Service Manager".
Job Summary: The Senior Customer Service Manager is a strategic leadership role responsible for overseeing customer service operations within a global, fast-paced Consumer Packaged Goods (CPG) environment.
This role manages daily operations, ensures service excellence, drives process improvements, and fosters strong relationships with customers, third-party logistics providers (3PLs), and internal teams.
The Senior Manager will provide strategic leadership, strengthen cross-functional collaboration, and ensure the delivery of exceptional customer experiences while supporting scalable business growth.
Key Responsibilities: Partner with the sales team to manage relationships with major retail customers such as Walmart, TJX, Target, Costco, Aldi, and others, addressing service needs and supporting business growth.
Lead, mentor, and develop a high-performing customer service team across multiple regions to achieve and exceed performance targets, including On Time In Full (OTIF) metrics.
Collaborate with sales, supply chain, and finance teams to optimize cross-functional processes, resolve complex issues, support month-end reporting, and investigate customer deductions.
Implement process improvements to minimize non-compliance charges and enhance operational efficiency.
Manage the end-to-end customer service workflow, including order management, issue resolution, escalations, and customer communications.
Serve as the primary escalation point for complex customer issues, ensuring prompt resolution and conducting root-cause analysis to implement preventive actions.
Create and refine SOPs to ensure consistency, compliance, and efficiency across operations.
Develop and maintain performance dashboards and reporting tools to track service levels and present results to senior leadership.
Qualifications: Bachelor s degree in Business Administration, Management, or a related field; Master s degree preferred.
7 years of progressive customer service experience, including at least 3 years in a leadership or management role within the CPG industry.
Proven success in driving service excellence and leading teams in high-volume, fast-paced environments.
Strong analytical, problem-solving, and decision-making abilities.
Excellent communication and interpersonal skills.
Experience with customer service software and ERP systems; NetSuite experience preferred.
Ability to collaborate effectively across departments and manage multiple priorities.
Experience with change management initiatives and implementation of new technologies.bfb****a-762b-********b-a****aa104ca