Reser's Fine Foods - Job Description

Title: Director- Customer Service

FLSA Status: Exempt

Location: Corporate Job Family: Customer Service

Reports to: Vice President- Supply Chain Career Track/Level: M5

Job Summary:

The Customer Service Director leads the day-to-day customer service function supporting business customers, sales, manufacturing, distribution, logistics, and supply chain operations. This role oversees a small team responsible for managing order exceptions, resolving processing issues, coordinating cross-functional follow-up, and ensuring customers are kept informed when order, delivery, or service issues occur. The Director focuses on operational execution, process improvement, system utilization, workflow consistency, and team performance in a system-driven, exception-based customer service environment.

Essential Position Functions:

1. Leads the daily customer service operation for business customers, with emphasis on order exception management, issue resolution, customer communication, and timely cross-functional follow-up.

2. Oversees a small team of customer service employees and managers, setting clear priorities, expectations, workflows, and service standards.

3. Monitors exception trends, late orders, processing issues, deviations, and service disruptions, and partners with internal teams to resolve root causes and reduce recurrence.

4. Ensures customer service processes are consistently followed, documented, and improved to support accurate, efficient, and timely order support.

5. Partners with sales, manufacturing, planning, transportation, warehousing, distribution, logistics, and procurement to help ensure customer commitments are understood, tracked, and addressed.

6. Uses internal systems, reporting, and available data to monitor work volume, exception status, service trends, team performance, and process improvement opportunities.

7. Identifies and implements practical improvements to customer service workflows, system utilization, communication routines, escalation paths, and exception management processes.

8. Coordinates customer communication through appropriate internal channels when order, delivery, product availability, or processing issues require follow-up.

9. Supports service reporting, KPI tracking, and operational updates related to customer service performance, order exceptions, issue resolution, and process improvement progress.

10. Participates in operational planning discussions, including S&OP or similar cross-functional processes, to provide customer service insight on recurring issues, service risks, and improvement needs.

11. Supports business continuity and internal coordination during supply disruptions, system issues, or operational challenges affecting customer orders.

12. Builds a service-oriented, accountable team culture focused on responsiveness, accuracy, problem solving, continuous improvement, and internal partnership.

13. Provides coaching, feedback, development support, and performance management for team members and direct-report managers.

14. Makes or recommends staff employment decisions in accordance with company policy.

15. Performs special projects and other related duties, as assigned.

Education and Experience:
• Bachelor's Degree in Business Administration, Supply Chain Management, Operations Management, Logistics, or related field, or equivalent combination of education and experience.
• 7-10 years of progressive experience in customer service, customer supply chain, order management, logistics, manufacturing support, or related disciplines.
• 5 years of people leadership experience, including leading supervisors, managers, or small teams.
• Experience supporting retail, food service, grocery, CPG, manufacturing, or other business-to-business customers.
• Strong knowledge of order management, exception handling, customer fulfillment, supply chain coordination, inventory communication, and service issue resolution.
• Experience using ERP, order management, CRM, reporting, or workflow systems such as M3, SAP, Oracle, or similar platforms.
• Experience using reporting or business intelligence tools such as Power BI, Tableau, Excel, or similar tools to monitor service trends and process performance.
• Food manufacturing or CPG industry experience preferred.

Knowledge, Skills and Abilities:
• Strong operational leadership skills with the ability to set priorities, clarify expectations, and drive follow-through in a small team environment.
• Excellent communication, relationship-building, and issue resolution skills with internal partners and business customers.
• Ability to analyze service trends, exception patterns, workflow gaps, and performance data to identify practical improvements.
• Strong process improvement mindset with the ability to simplify work, improve consistency, and strengthen system utilization.
• Ability to coordinate across functions, influence without direct authority, and keep issues moving to resolution.
• Sound judgment, attention to detail, accountability, and ability to balance customer needs with operational constraints.

Physical Demands and Working Conditions:
• Prolonged periods performing repetitive actions.
• Repetitive hand, wrist, and finger activities.
• Requires the ability to travel to various work locations by car or plane up to 15% of time.
• Office environment.
• Flexible schedule may be required based on business needs.

Exempt only: This position is eligible for a bonus based on company goals/performance.