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Customer Service Manager

EmployHQ

Mt. Airy, NC

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JOB DETAILS
SKILLS
Analysis Skills, Best Practices, Communication Skills, Consumer Branding, Continuous Improvement, Customer Escalations, Customer Relations, Customer Service Management, Customer Support/Service, Data Analysis, Detail Oriented, Develop and Maintain Customers, ERP (Enterprise Resource Planning), Electronic Data Interchange (EDI), Follow Through, Forecasting, Leadership, Manufacturing, Microsoft Excel, Multitasking, Operational Support, Operations Planning, Order Management, Organizational Skills, People Management, Performance Metrics, Pivot Tables, Problem Solving Skills, Process Flow, Process Improvement, Product Development, Product/Service Launch, Regulatory Compliance, Sales, Sales Management, Shipping Operations, Shipping Requirements, Stock Keeping Unit (SKU) Management, Team Player, Time Management, Training/Teaching, Vlookups
LOCATION
Mt. Airy, NC
POSTED
30+ days ago
Key Responsibilities:
  • Lead, manage, train, and develop the customer service team.
  • Serve as the primary liaison between customers, sales, planning, operations, and shipping.
  • Support Private Label, Licensed, and Brand customer business.
  • Oversee customer order management from PO receipt through shipment completion.
  • Ensure customer expectations, shipping requirements, and compliance standards are met.
  • Coordinate closely with planning and operations teams to support on-time shipment goals.
  • Monitor open orders, backlog, late shipments, and customer priorities.
  • Lead weekly shipment opportunity meetings to support shipment execution and customer service priorities.
  • Manage escalation issues and customer communication related to delays, shortages, or changes.
  • Develop and maintain strong customer relationships through proactive communication and problem resolution.
  • Assist with forecasting, reporting, and customer KPI tracking.
  • Ensure accurate customer setup and SKU management within ERP and related systems.
  • Support EDI communication processes and customer-specific requirements.
  • Identify opportunities to improve internal processes, communication flow, and customer responsiveness.
  • Help establish and document customer service procedures and best practices.
  • Coordinate training and development for customer service staff on ERP systems and related applications.
  • Support continuous improvement initiatives focused on service, efficiency, and accuracy.
  • Work collaboratively with sales and product development on launches, transitions, and customer initiatives.

Qualifications:
  • Bachelor’s degree or equivalent experience preferred.
  • 3–7 years of customer service, account management, operations coordination, or related experience.
  • Previous leadership or supervisory experience preferred.
  • Strong organizational, communication, and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced manufacturing environment.
  • Experience working with ERP systems required; manufacturing ERP experience preferred.
  • Experience with EDI systems and customer compliance requirements preferred.
  • Advanced Microsoft Excel and data analysis skills preferred (VLOOKUPs, Pivot Tables, formulas, and reporting tools).
  • Ability to communicate effectively with customers, management, and production teams.
  • Detail-oriented with strong follow-through and accountability.
  • Team-oriented mindset with a focus on collaboration and continuous improvement.

About the Company

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EmployHQ

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