Customer Service Manager

City Brewing Co • La Crosse, WI

7h

About The Position

The Customer Service Manager leads the Customer Service department and is responsible for overseeing all aspects of customer account management, order fulfillment, and cross-functional execution for City Brewing’s contract manufacturing customers. This role provides strategic direction and day-to-day leadership to ensure high service levels, accurate order processing, effective communication, and continuous improvement. The Customer Service Manager collaborates with internal departments—including Business Development, Production, Logistics, and Warehousing—to ensure that customer expectations are met and exceeded in a fast-paced manufacturing environment.

Requirements

• 8–10 years of experience in customer service, supply chain, or manufacturing, with a minimum of 3–5 years in a leadership or management role
• Strong understanding of order-to-cash processes, inventory control, warehousing, and transportation
• Proven ability to lead teams, coach employees, and develop high-performing work environments
• Excellent problem-solving, interpersonal, and communication skills for working across all levels of the organization and with customers
• Demonstrated ability to manage cross-functional projects and continuous improvement initiatives
• Proficiency in ERP systems and reporting tools; strong skills in Microsoft Excel, Outlook, and other analytical tools
• Highly organized with attention to detail and ability to manage multiple priorities simultaneously
• Must be willing to perform tasks listed in other pay grade job descriptions as required
• Ability to work after-hours or weekends on an as needed basis

Nice To Haves

• Experience in contract manufacturing or beverage/alcohol industry strongly preferred
• Familiarity with TTB regulations and international shipping documentation a plus

Responsibilities

• Lead and develop the Customer Service team, including the Assistant Customer Service Manager and Account Coordinators, to ensure effective execution of order processing and customer communication.
• Manage hiring, training, performance development, and career growth for all customer service staff.
• Act as the primary escalation point for customer issues and oversee resolution of complex or high-impact matters.
• Lead efforts to improve customer service processes, including automation, systems integration, and documentation standardization.
• Collaborate with Production Scheduling, Business Development, Warehouse, and other departments to ensure alignment of customer expectations with operational capabilities.
• Represent Customer Service department in cross-functional meetings, projects, and strategic initiatives.
• Analyze service performance metrics, customer feedback, and internal processes to identify opportunities for improvement and implement solutions.
• Oversee customer onboarding, including setup of new accounts and wholesalers, ensuring proper documentation, data entry, and communication across teams.
• Ensure inventory monitoring, aged product tracking, and order fulfillment processes are managed effectively and in line with customer requirements.
• Foster a team culture focused on communication, accountability, continuous improvement, and customer advocacy.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed