Senior Manager, Customer Service

Torani•San Leandro, CA

5d•Onsite

About The Position

We're looking for a strategic, people-first Senior Manager, Customer Service, to lead the team at the center of Torani's customer experience. As Torani grows toward becoming a $1B business, this leader will build the talent, strengthen the processes, tools, and operating rhythms needed to deliver responsive, accurate, and scalable service. This is a high-impact role for a leader who can translate customer needs into operational improvements, strengthen first-time quality, improve issue resolution, and create visibility to service performance. You will lead customer service and order management from order entry through delivery follow-up and ensure the process is fun and easy for our customers. With your help, Torani can anticipate customer impacts, make deliberate tradeoffs, and embrace continuous improvement through service experiences. In addition, you will play a key role in shaping Torani's future order management process and systems, helping move the team from manual work to technology-enabled customer support.

Requirements

Bachelor's degree in Business, Supply Chain, Operations, or a related field, or equivalent relevant experience.
10+ years in customer service, customer operations, or order management, including 5+ years managing teams, coaching leaders, and leading through change.
Experience with ERP and order management systems, including supporting process and system enhancements.
Strong knowledge of order-to-cash processes and customer requirements in a high-volume food, beverage, consumer goods, manufacturing, or distribution environment.
A track record of using KPIs, standard work, and root-cause problem-solving to improve service, increase order accuracy, and prevent recurring issues.
Strong communication and influencing skills, with the ability to align cross-functional partners and navigate complex customer and business issues.

Nice To Haves

Familiarity with Oracle, EDI, and customer portals is preferred.

Responsibilities

Build the talent, strengthen the processes, tools, and operating rhythms needed to deliver responsive, accurate, and scalable service.
Translate customer needs into operational improvements, strengthen first-time quality, improve issue resolution, and create visibility to service performance.
Lead customer service and order management from order entry through delivery follow-up.
Shape Torani's future order management process and systems, helping move the team from manual work to technology-enabled customer support.
Build an engaged, capable, and accountable Customer Service team with clear roles, priorities, expectations, and development plans.
Coach leaders and team members, strengthen bench capability, and create an environment where people take ownership, collaborate effectively, and grow with the business.
Partner in the design of new processes and systems, and successfully lead the team through changes in responsibilities, and technology-enabled ways of working.
Elevate the end-to-end customer experience, from customer order receipt through delivery, by strengthening service, responsiveness, and issue resolution.
Strengthen the end-to-end order management process, so orders are entered, validated, prioritized, released, fulfilled, and supported accurately.
Establish clear standard work, controls, ownership, handoffs, and escalation paths across the order lifecycle.
Establish a practical service management system with clear KPIs, daily and weekly operating rhythms, and ownership for exceptions.
Drive continuous improvement in the tools, processes, and systems that support Customer Service.
Ensure Customer Service requirements and priorities are consistently represented in discussions regarding Oracle, reporting, workflow automation, customer portals, and future order management enhancements.
Bring the voice of the customer into decisions while balancing inventory, capacity, cost, quality, and operational constraints.
Clarify roles, decision rights, and handoffs across the end-to-end process and help teams align practical solutions that serve both customers and Torani.
Remind us that success isn’t just about what we achieve – it’s how we feel doing it, and make sure it’s fun along the way.