.Position Summary100% Remote - Requires Customer Service Management within a Manufacturing industry. Retail experience will not qualify for this role.The Customer Service Manager will be responsible for overseeing all aspects of customer service and order fulfillment processes at the manufacturing site, working closely with both internal and external stakeholders to manage order entry and processing fulfillment from order to delivery.Essential Duties and ResponsibilitiesThe essential functions include, but are not limited to the following:Daily Communication: This role is the go-to person for order-related questions from our customers and sales team. Responsible for daily status updates, publishing dashboard data, keeping stakeholders informed of progress, challenges, and necessary actions to maintain operational continuity.Customer Service & Order Fulfillment: Lead the process to ensure all customer orders are fulfilled with a 98%+ On Time and In Full (OTIF) rate by managing customer interactions and order processing activities.Comprehensive Order Management: Oversee the entire order entry process, ensuring every order is captured accurately and processed promptly. You will closely monitor each step, from initial entry through to final delivery, to identify and mitigate any potential delays or errors. Continuously work to enhance the order entry and fulfillment process to reduce lead times and improve accuracy and efficiency while maintaining best-in-class customer service.Project Management: Work with internal and external stakeholders on various projects such as Inventory planning for seasonal displays or coupon applications.Continuous Improvement: Regularly review and refine logistics and fulfillment strategies to reduce lead times to customers and improve service quality. Implement best practices and innovative solutions that align with our company standards.Manage Relationships: As a critical relationship holder, you will also nurture and maintain strong, productive relationships with our customers, warehouse, and internal teams to ensure seamless collaboration and support across all operational activities. Respond to customer feedback and complaints to resolution. Key internal relationships will be with Sales, Supply Chain, Accounting, Warehousing and Logistics.Enhancing OTIF Delivery Rate: Identify bottlenecks and implement improvements in the order fulfillment process to continuously improve our OTIF score.Key MetricsOrder Management: Manage all Open Order to ensure they are moving through the system properly to ensure 98% OTIFOTIF Dashboard: Compiling data and publishing OTIF Dashboard (publish Weekly + Monthly) with commentary about our performance (current state) and improvements (future state)Customer Service/Fulfillment Inbox + Slack Channels: Manage Retail CS & Order Fulfillment inbox to meet 98% OTIF & provide best in class CS
