Customer Service Manager (Distribution Center)

Copeland•Forney, TX

8d•Onsite

About The Position

This role is for a customer-focused operations leader based at a distribution center. The Customer Service Manager is responsible for leading customer service execution, order management, and delivery performance to ensure high service levels and customer satisfaction. This role serves as the primary interface between customers, sales, and site operations, ensuring alignment between demand, operational capability, and execution. The manager will drive proactive communication, improve RDSL performance, and establish disciplined processes for order prioritization, escalation management, and customer support. This position operates under the general guidance of the Plant Manager.

Requirements

Bachelor’s degree in supply chain, Business, Operations, or a related field
5+ years of experience in customer service, supply chain, or operations within a distribution or manufacturing environment
3+ years in a leadership or supervisory role
Strong understanding of order management, fulfillment, and logistics processes
Experience working cross-functionally with operations and sales teams
Proven ability to manage escalations and drive resolution in a fast-paced environment
Strong communication and stakeholder management skills
Proficiency in ERP/WMS systems (Oracle, SAP, JD Edwards, etc.)
Strong analytical and problem-solving skills

Nice To Haves

Experience in high-volume, multi-SKU distribution environments
Knowledge of Lean, Six Sigma, or continuous improvement methodologies
Experience managing customer-facing performance metrics (RDSL, on-time delivery, backlog)
Experience building or improving customer service processes and SOPs
Advanced Excel or data analysis skills
Customer and supplier relations experience

Responsibilities

Serve as the primary point of contact for customers and sales on order status, delivery performance, and issue resolution
Lead resolution of delivery issues, escalations, and past-due orders with clear ownership and follow-through
Oversee end-to-end order management and ensure prioritization of customer-critical and past-due orders
Drive improvement in RDSL (Requested Delivery Service Level) and overall service performance
Partner with Operations, Planning, Materials, and Sales to align demand with execution capability and shipment commitments
Own the process for expedite requests and escalation management, establishing structured intake and prioritization
Monitor and resolve orders at risk, including staged-but-not-shipped and past-due orders
Develop and implement standard work and SOPs to improve customer service processes and eliminate reactive workflows
Lead and develop the customer service team, promoting accountability, urgency, and proactive problem-solving