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RH
Robert Half
Customer Service Manager
Career Insights for Customer Service Manager (General)
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Based on California data
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What they do
A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
$86,682 / year median in California
-2% projected decline
Job Description
Essential Functions / DutiesLead, coach, develop, and manage the Customer Service team, including assigning workloads, supporting staffing needs, delivering training, managing performance, and maintaining accountability for service standards.
Oversee the full customer order lifecycle, including order entry, validation, pricing, allocations, credit holds, order changes, cancellations, shipment coordination, invoicing support, and exception resolution.
Ensure customer, distributor, and sales orders are processed accurately and within established service level expectations across all applicable channels and ordering methods.
Partner with Sales and Finance to ensure pricing, depletion allowances, discounts, promotions, samples, billbacks, and other customer-specific programs are accurately reflected in orders and supporting documentation.
Coordinate with Warehouse, Logistics, Production, and Inventory teams to address product availability, vintage or SKU transitions, allocations, backorders, substitutions, shipment timing, and delivery requirements.
Act as the primary escalation point for complex customer, distributor, and sales-related issues, ensuring timely resolution while balancing customer experience, policy compliance, commercial commitments, and financial controls.
Build and maintain strong relationships with distributors, key accounts, sales teams, brokers, carriers, and internal stakeholders, while proactively communicating order status, product availability, shipment issues, and service risks.
Establish, document, and continuously improve customer service procedures, internal controls, order management workflows, and service standards to enhance accuracy, efficiency, responsiveness, and scalability.
Monitor key customer service metrics, including order accuracy, fill rate, on-time processing, backorders, deductions, claims, response times, service issues, and recurring root causes, and implement corrective actions as needed.
Oversee month-end customer service activities and support accurate order, shipment, and invoicing close processes in partnership with Finance and Sales.
Prepare and analyze recurring and ad hoc reports, including sales by customer, salesperson, brand, SKU, channel, geography, and other business dimensions as requested.
Maintain accurate customer master data, ship-to information, ordering requirements, routing instructions, and other account-specific details in relevant systems.
Support new product launches, vintage transitions, pricing updates, promotional programs, chain authorizations, distributor changes, and other commercial initiatives requiring customer service coordination.
Coordinate delivery appointments and special shipping requirements with warehouses, carriers, distributors, and customers, as needed.
Participate in sales, operations, S&OP, and other cross-functional meetings, providing customer service insights, identifying risks, and recommending actions.
Ensure compliance with company policies, internal controls, record retention requirements, applicable alcohol beverage regulations, and customer-specific requirements within the scope of the role.
Perform other related duties and special projects as assigned.
Oversee the full customer order lifecycle, including order entry, validation, pricing, allocations, credit holds, order changes, cancellations, shipment coordination, invoicing support, and exception resolution.
Ensure customer, distributor, and sales orders are processed accurately and within established service level expectations across all applicable channels and ordering methods.
Partner with Sales and Finance to ensure pricing, depletion allowances, discounts, promotions, samples, billbacks, and other customer-specific programs are accurately reflected in orders and supporting documentation.
Coordinate with Warehouse, Logistics, Production, and Inventory teams to address product availability, vintage or SKU transitions, allocations, backorders, substitutions, shipment timing, and delivery requirements.
Act as the primary escalation point for complex customer, distributor, and sales-related issues, ensuring timely resolution while balancing customer experience, policy compliance, commercial commitments, and financial controls.
Build and maintain strong relationships with distributors, key accounts, sales teams, brokers, carriers, and internal stakeholders, while proactively communicating order status, product availability, shipment issues, and service risks.
Establish, document, and continuously improve customer service procedures, internal controls, order management workflows, and service standards to enhance accuracy, efficiency, responsiveness, and scalability.
Monitor key customer service metrics, including order accuracy, fill rate, on-time processing, backorders, deductions, claims, response times, service issues, and recurring root causes, and implement corrective actions as needed.
Oversee month-end customer service activities and support accurate order, shipment, and invoicing close processes in partnership with Finance and Sales.
Prepare and analyze recurring and ad hoc reports, including sales by customer, salesperson, brand, SKU, channel, geography, and other business dimensions as requested.
Maintain accurate customer master data, ship-to information, ordering requirements, routing instructions, and other account-specific details in relevant systems.
Support new product launches, vintage transitions, pricing updates, promotional programs, chain authorizations, distributor changes, and other commercial initiatives requiring customer service coordination.
Coordinate delivery appointments and special shipping requirements with warehouses, carriers, distributors, and customers, as needed.
Participate in sales, operations, S&OP, and other cross-functional meetings, providing customer service insights, identifying risks, and recommending actions.
Ensure compliance with company policies, internal controls, record retention requirements, applicable alcohol beverage regulations, and customer-specific requirements within the scope of the role.
Perform other related duties and special projects as assigned.