Laura Chenel and Marin French Cheese are looking for a Customer Service Champion to build, lead, and elevate our customer service function into a genuine competitive strength. This is a hands-on role for someone who takes ownership of the customer experience end-to-end, from how orders are handled and issues are resolved, to how accurate and easy-to-use our customer-facing information is across every touchpoint. The Customer Service Champion will manage a two-person team and will split time evenly between our two sites to lead in person, coach consistently, and stay close to operations. This person will partner closely with Sales, Operations, Quality, and Marketing to keep customer-facing data, portals, and communications accurate, current, and reflective of the quality our brands are known for. The ideal candidate is a proactive problem-solver, a steady people manager, and someone who is not satisfied with "good enough" — they will bring our customer service function to the level our company and our customers deserve. Key Responsibilities Team Leadership & Department Management Directly manage, coach, and develop two Customer Service Representatives, one located at each plant site, ensuring consistent coverage, standards, and performance across both locations. Set clear goals, expectations, and KPIs for the customer service team; conduct regular one-on-ones, performance reviews, and skills development conversations. Build and maintain department schedules, coverage plans, and backup procedures so customer service response times remain strong during vacations, peak season, and unplanned absences. Foster a team culture centered on accountability, empathy, responsiveness, and pride of ownership over the customer relationship. Customer Service Operations Own the day-to-day performance of the customer service department, including order entry accuracy, order status communication, claims/credits handling, and issue resolution for both retail and wholesale/distributor accounts. Serve as the point of escalation for complex, sensitive, or high-value customer issues; resolve complaints with urgency, professionalism, and a solutions-first mindset. Establish and monitor service-level standards (response time, order accuracy, resolution time, customer satisfaction) and report on department performance to leadership on a regular cadence. Identify recurring issues and root causes (e.g., mis-ships, short orders, pricing discrepancies, portal errors) and drive corrective action with the relevant departments. Ensure customer service processes are documented, consistent across both plants, and followed by the team — eliminating tribal knowledge and single points of failure. Respond to inbound customer inquiries and support (example: coordinating customer sample requests, access product, shortage & allocation communications). Coordinate customer-specific tours and visits to support growing customer relations. Cross-Functional Collaboration & Customer-Facing Data Partner with Sales, Marketing, and Operations to keep all internal & customer-facing data accurate and current, including item numbers, pricing, specifications, allergen/nutritional information, and product availability. Own the accuracy and upkeep of customer-facing portals, EDI connections, and account platforms (e.g., customer ordering portals, distributor systems, retail vendor portals), coordinating updates with the appropriate internal and external stakeholders. Act as the customer service department's voice in cross-departmental projects to ensure the customer experience is considered from the start, not patched in afterward. Work with relevant vendors to troubleshoot and improve the systems the customer service team relies on (ERP, order management, CRM, portal platforms), advocating for the tools the team needs to do its job well. Maintain strong working relationships with key accounts and distributor contacts, participating directly in account calls or site visits as needed. Continuous Improvement & Strategic Contribution Evaluate current customer service processes, tools, and systems, and bring forward recommendations to modernize and streamline the department. Develop and track metrics/reporting that give leadership visibility into customer service performance and trends across both plants. Represent the voice of the customer internally — surfacing feedback and trends that should inform product, packaging, pricing, or operational decisions. Take ownership of special projects related to customer experience, such as new customer onboarding programs, portal implementations, or service policy updates. Required Qualifications 3+ years of experience in a customer service leadership or management role, ideally within food/beverage manufacturing, CPG, or a similarly regulated, quality-driven industry. 1+ years of direct people management experience, including hiring, coaching, and performance management. Demonstrated experience managing customer-facing systems such as order portals, EDI, CRM, or ERP platforms (e.g., JDE, SAP, or similar). Strong track record of resolving escalated customer issues calmly, professionally, and effectively. Excellent written and verbal communication skills, with the ability to communicate clearly across departments and with external customers/accounts. Highly organized, detail-oriented, and comfortable owning data accuracy across multiple systems and stakeholders. Willingness and ability to travel regularly between the Laura Chenel and Marin French Cheese plant locations as part of the normal work routine. Proficiency with Microsoft Office and comfort learning new software systems. Preferred Qualifications Experience in the specialty cheese, dairy, or artisan food industry. Familiarity with distributor and retail account management (grocery, natural/specialty channels, foodservice). Experience managing or contributing to customer portal or EDI implementations and updates. Bachelor's degree in Business, Communications, Supply Chain, or a related field, or equivalent professional experience. Core Competencies Ownership mindset — treats the customer experience as personally accountable, not "someone else's problem." People leadership — builds trust, sets clear expectations, and develops team members. Cross-functional influence — works effectively with Sales, Operations, and Quality without formal authority over those teams. Problem-solving — diagnoses root causes and drives durable fixes rather than one-off patches. Composure under pressure — stays calm, clear, and customer-focused during high-stress or high-stakes situations. Process orientation — documents, standardizes, and continuously improves how the department operates.

Job Type:

Full-time Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance

Work Location:

In person