Customer Service Manager

Empire Marketing Strategies • Blue Ash, OH

12h • Onsite

About The Position

The Customer Service Manager leads the CS team, ensuring accurate operations, strong cross-functional coordination, and reliable support for escalated issues. This role oversees workflow, team performance, and key service metrics while maintaining efficient processes, clear communication, and a consistently high standard of customer service.

Requirements

• Bachelor’s Degree or equivalent experience required.
• 5+ years of experience with leading customer success teams required.
• Ability to lead and develop direct-reports.
• Innovative mindset to creatively optimize client strategies and internal operations.
• Strong problem-solving and analytical skills are required.
• Ability to work effectively in a fast-paced, high-pressure, ever-evolving environment.
• Ability to tackle complex situations, evaluate alternative courses of action, and provide fact-based solutions/ recommendations.
• Effective communication, interpersonal, and follow-up abilities.
• Critical thinking skills and adaptability to changing circumstances.
• Advanced knowledge of Microsoft Office programs, including Microsoft Outlook and Teams.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Regular operation of a personal motor vehicle, to and from work sites.
• MS Excel, Outlook, & Kroger systems (Tradepoint,1WS, VIP)

Nice To Haves

• Food brokerage experience strongly preferred.

Responsibilities

• Lead the Customer Service team with clear direction, balanced workload distribution, and consistent follow-through.
• Act as the central coordinator for all CS activities, ensuring questions are addressed and tasks go to the right owners.
• Provide oversight for contract and pricing workflows, ensuring accuracy and timely execution.
• Guide order-support activities, ensuring the team handles changes, disruptions, and buyer communication effectively.
• Monitor timecards, attendance, PTO requests, and staffing coverage to maintain smooth daily operations.
• Conduct regular performance conversations, set goals, and coach team members toward growth.
• Recruit, onboard, and develop talent to build a capable, high-performing CS team.
• Maintain a collaborative, accountable, and solutions-focused team culture.
• Oversee accurate and timely order processing, including EDI workflows, PO maintenance, and reconciliation of discrepancies.
• Manage contract execution, pricing updates, and promotional adjustments in partnership with internal and external stakeholders.
• Assist with escalated operational issues such as late trucks, date changes, shortages, order revisions.
• Ensure reliable customer and order data to support clean reporting and downstream processes.
• Partner with Sales, Product, Finance, and Deployment to ensure smooth cross-functional communication and handoffs.
• Define, track, and report KPIs tied to service delivery, customer satisfaction, and commercial outcomes.
• Lead business reviews and support executive-level communication with clear, data-backed insights.
• Elevate recurring customer issues or trends to inform product, process, and operational improvements.
• Assess team capacity, align resources to business needs, and proactively plan for workload fluctuations.
• Respond promptly and professionally to inquiries from internal and external partners.
• Prepare accurate reports and data summaries, including advanced Excel work (vLookups, Index/Match, Pivot Tables, charting, filtering).
• Complete ad hoc reporting and participate in special projects as needed.
• Other duties as assigned.

Benefits

• M-F Work Schedule
• 9 Holidays off
• Earn a competitive salary plus 80% employer-covered benefits
• Full-Time Associates: Eligible for medical, dental, vision, life and AD&D insurance, disability coverage, a retirement program, mental health support, paid time off, and 9 paid holidays annually.
• A dynamic work environment where you’ll make a real impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level