City Brewing Company

Customer Support

• 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.