FULL TIME | IN-OFFICE
Boulo Solutions is partnering with a food manufacturer in Birmingham, AL looking to hire an energetic and detail-oriented Customer Service Manager that will also lead the Customer Service Team focusing on supporting internal and external customer engagement.
POSITION OVERVIEW
The Customer Service Manager oversees and executes the full customer service lifecycle across retail, food service, and ingredient channels, including DTC operations. They lead a team accountable for order fulfillment, invoicing, customer communications, EDI, and customer portal management, while improving service metrics and operational workflows. The CS Manager also plays a strategic role in team development, process design, and interdepartmental coordination, while serving on the company’s leadership team and representing CS in the operations of the company.
KEY RESPONSIBILITIES
Leadership & Team Management
• Set priorities for daily and strategic customer service operations.
• Train, coach, and develop customer service personnel across all channels.
• Coordinate special projects and assignments outside of daily workflows.
• Drive continuous improvement initiatives, including process standardization and documentation.
• Report on and help improve service performance metrics (e.g., OTIF, SQEP).
Order Management & Fulfillment
• Oversee and execute DTC order fulfillment (company websites, Walmart, Amazon).
• Manage all open orders, ensuring inventory availability and order accuracy.
• Lead the order entry process, including managing changes, allocations, and back orders.
• Provide proactive order status updates to internal and external stakeholders.
• Manage reorder cycles and ensure timely replenishment of customer stock.
Invoicing & Documentation
• Review shipping paperwork and invoice customers promptly
• Oversee scanning and filing of all documentation for retention and easy access.
• Maintain accurate customer records including pricing, terms, and requirements.
• Manage contract documentation and renewals as required.
Customer Communication & Support
• Respond to customer inquiries and handle complaints/cases efficiently.
• Manage routine business communications with B2B and DTC customers.
• Support upselling of current customers by identifying opportunities.
• Coordinate sample fulfillment and inventory for sales and account management.
Reporting & Forecasting
• Prepare daily bookings reports (new sales orders).
• Contribute monthly sales meeting reports focused on customer service metrics.
• Support Sales vs. Forecast actuals/run rate analysis.
• Create and publish monthly business review reports.
• Manage replenishment data and reporting (e.g., demand planning inputs).
• Other reporting as needed to help drive the business
• Entering data in customer CRM and running reports as needed Portal & EDI Management
• Oversee customer portal activities related to order entry, replenishment, and customer set up. (e.g., Walmart Supplier One, Retail Link, Luminate).
• Manage and troubleshoot EDI transactions across customers and channels.
• Ensure data accuracy, timeliness, and issue resolution in portals and EDI feeds.
Pricing & Customer Setup
• Support creation and maintenance of internal and external price lists.
• Ensure accurate and timely price entry across systems.
• Coordinate new customer setup in ERP systems (NetSuite) and external platforms.
Quality & Compliance Support
• Manage QA document requests (standard and detailed) for customers.
• Maintain accurate communication of customer-specific requirements in internal systems.
• Ensure alignment with customer compliance programs (e.g., OTIF, SQEP reporting for Walmart).
QUALIFICATIONS & SKILLS
• Bachelor’s degree in business, Supply Chain, or related field preferred.
• 5+ years of customer service experience, including 2+ years in a supervisory or management role.
• Strong knowledge of ERP (e.g., NetSuite), EDI systems (e.g., SPS), and eCommerce platforms (Shopify, Amazon Seller Central).
• Excellent leadership, organization, and customer communication skills.
• Proficiency in Excel, PowerPoint, Microsoft Teams and ability to learn new data tools required.
• Experience in food and beverage or CPG industry with strong analytical and reporting capabilities is preferred.
CULTURAL QUALIFICATIONS
• Experience contributing to a positive team culture by fostering mutual respect, transparency, and open communication. Above all else, demonstrates a positive, can-do attitude and strong work ethic.
• Comfortable taking initiative while also being receptive to input and consensus-building within a team environment.
• Demonstrates accountability in meeting deadlines, delivering high-quality work, and owning outcomes—both successes and challenges.
• Demonstrates commitment to continuous improvement, with a mindset focused on learning, innovation, and iterative progress.
• Experience working in environments that prioritize adaptability, resilience, and a growth mindset.
WHY JOIN US?
• Be part of a growing brand portfolio with exciting opportunities for career advancement.
• Work in a collaborative and innovative environment.
• Competitive salary and benefits package.
About Boulo: Don’t let your job search end here. Boulo is a recruiting platform that goes beyond titles and timelines. We help experienced, knowledgeable professionals stand out to hiring managers by showcasing value through a skills-first approach. If you’re tired of being overlooked on other job boards and seeking a new opportunity, join Boulo here: https://boulosolutions.com/