Customer Service Head and Office Manager

Position Overview The Customer Service & Office Manager is a hands-on leadership role responsible for leading the Customer Service team (4-5 direct reports) while owning critical operational functions including EDI processing, claims resolution, freight cost management, and office operations support. This role is both strategic and tactical. You will lead from the front — managing people while remaining deeply involved in day-to-day execution. You must be performance-driven, detail-oriented, financially aware, and comfortable operating in an environment where flexibility and accountability are expected. Customer Service Leadership Lead, mentor, and develop a team of 4-5 customer service representatives Handle escalated customer issues and complex problem resolution Maintain high service standards and response times Build and document best-in-class customer service processes Create clear client-facing communication, including memos and service updates EDI Ownership (TrueCommerce) Process and monitor EDI transactions (850, 855, 856, 860) Ensure acknowledgements are accurate and transmitted on time Monitor for EDI failures and resolve exceptions proactively Manage UCC-128 label compliance and accuracy Prevent compliance penalties and customer disruptions Claims Management & Margin Protection Own the end-to-end claims process (short shipments, pricing discrepancies, damage) Investigate root causes and implement corrective action Communicate directly with international factories to negotiate credits Protect company margin through disciplined recovery efforts Track claim trends and report on recovery performance Logistics & Freight Strategy (U.S. Domestic) Negotiate domestic freight rates with carriers and brokers Determine optimal shipping methods (FTL, LTL, consolidation strategies) Analyze freight spend and identify cost-saving opportunities Optimize routing and reduce accessorial charges Implement strategies to reduce freight cost per unit Produce regular freight spend analysis reports Office & Operational Management Develop and implement Standard Operating Procedures (SOPs) Support executive leadership with ad hoc projects and urgent requests Manage office supply procurement and general office needs Draft internal and external communication memos Assist with customer-facing support materials (videos, communication tools) Handle miscellaneous operational tasks and business needs as they arise Support sales-related accessories and product components that enhance the customer experience This role requires a "no job is too small" mindset. Reporting & Data Analysis Utilize Excel (VLOOKUP/XLOOKUP, Pivot Tables, freight analysis) Build and maintain operational reports across freight spend, claims recovery, EDI accuracy, and customer service performance Identify trends and recommend improvements based on data Qualifications Proven experience in Customer Service leadership or Operations management Experience managing a team (4-5 direct reports preferred) Strong working knowledge of EDI (850, 855, 856, 860) Experience with TrueCommerce preferred UCC-128 label compliance experience Experience negotiating with international vendors or factories Logistics experience with domestic freight negotiation and cost analysis Strong Excel skills (VLOOKUP/XLOOKUP, Pivot Tables, data analysis) Ability to build processes and write SOPs High level of accountability and ownership Strong negotiation and problem-solving skills Comfortable operating in a fast-paced, performance-driven environment Fully in-office availability required What We Are Looking For A hands-on leader who leads by example A problem-solver who protects margin and reduces cost Someone organized, analytical, and assertive A professional who understands that flexibility is part of leadership A person who can manage people, systems, freight, vendors, and executive requests without losing control of details If you are looking for a traditional 9-5 managerial role focused only on delegation, this is not that position. If you thrive in ownership, accountability, and operational control, we would like to speak with you.

Job Type:

Full-time Pay:

$80,000.00 - $90,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off

Work Location:

In person