Customer Service Manager
City Brewing Company
full-time
Posted on:
Location Type: Office
Location: La Crosse • Wisconsin • United States
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Tech Stack
About the role
- 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.
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
- Experience in contract manufacturing or beverage/alcohol industry strongly preferred
- Familiarity with TTB regulations and international shipping documentation a plus
- 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
Benefits
- City Brewing Company is an Equal Opportunity Employer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
order-to-cash processesinventory controlwarehousingtransportationcross-functional project managementcontinuous improvementdata entrycustomer onboardingperformance metrics analysisautomation
Soft Skills
leadershipcoachingproblem-solvinginterpersonal communicationteam culture developmentaccountabilitycustomer advocacyorganizational skillsattention to detailmulti-priority management