Customer Service Manager
Full-time
Mid
Description
Customer Service Manager Job Description
Customer Service Manager
Native Maine Produce & Specialty Foods – Westbrook, ME
Overview:
The Customer Service Manager leads Native Maine's customer service and inside support operations, ensuring that every customer interaction reflects the company's commitment to reliability, care, and community. This role is responsible for driving service excellence across all touchpoints from order entry to delivery coordination, and for developing a high-performing team that supports both our customers and internal departments with accuracy, empathy, and urgency.
Key Responsibilities:
• Oversee daily operations of the customer service department, ensuring efficient handling of all inbound calls, emails, orders, and credits.
• Lead, coach, and develop a team of customer service representatives and supervisors to deliver consistent, high-quality service that builds long-term customer trust.
• Partner with Sales, Operations, and Logistics to ensure seamless coordination between order processing, fulfillment, and delivery.
• Establish and monitor key service metrics (order accuracy, response time, issue resolution, etc.) to maintain and improve performance.
• Manage escalation of complex service issues, collaborating cross-departmentally to provide timely and effective resolutions.
• Develop and implement customer service policies, procedures, and training programs that align with Native Maine's service standards and growth goals.
• Act as the voice of the customer internally, identifying trends and recurring issues to inform operational improvements and customer retention strategies.
• Maintain a strong working knowledge of Native Maine's product lines, local farms, and seasonal availability to better support customer inquiries.
• Work closely with the Inside Sales Supervisor and Director of Sales, Marketing & Customer Service to align team priorities with company objectives.
Qualifications:
• 5+ years of experience in customer service, account management, or sales support - preferably in foodservice distribution, wholesale produce, or related industries.
• 2+ years of experience in a supervisory or managerial role with direct team leadership responsibility.
• Strong interpersonal and communication skills, with a demonstrated ability to lead by example and foster a collaborative, customer-centric team culture.
• Experience with ERP/order management systems common in distribution environments (Prophet 21, NetSuite, or similar).
• Proven ability to balance customer advocacy with operational efficiency and business objectives.
• Highly organized, proactive, and comfortable working in a fast-paced environment where priorities shift daily.
• A passion for food, local sourcing, and community-driven business is strongly preferred.
• Bachelor's Degree or higher is preferred, but industry specific management experience will also be considered.
BENEFITS:
• Paid Time Off
• Medical with a Generous Employer Contribution (after first 90-days)
• 401k Retirement Plan
• Employer Paid Short Term Disability
• Employer Paid $10,000 Life Insurance for employee
• Dental
• Vision
• Life
• Many other insurance options
• Employee purchase program; buy food from Native Maine at cost
Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times, as and if needed.
Compensation Package | Customer Service Manager
• Base Salary
• Annual Bonus, based on company financial goals and departmental KPI achievement.
Customer Service Manager
Native Maine Produce & Specialty Foods – Westbrook, ME
Overview:
The Customer Service Manager leads Native Maine's customer service and inside support operations, ensuring that every customer interaction reflects the company's commitment to reliability, care, and community. This role is responsible for driving service excellence across all touchpoints from order entry to delivery coordination, and for developing a high-performing team that supports both our customers and internal departments with accuracy, empathy, and urgency.
Key Responsibilities:
• Oversee daily operations of the customer service department, ensuring efficient handling of all inbound calls, emails, orders, and credits.
• Lead, coach, and develop a team of customer service representatives and supervisors to deliver consistent, high-quality service that builds long-term customer trust.
• Partner with Sales, Operations, and Logistics to ensure seamless coordination between order processing, fulfillment, and delivery.
• Establish and monitor key service metrics (order accuracy, response time, issue resolution, etc.) to maintain and improve performance.
• Manage escalation of complex service issues, collaborating cross-departmentally to provide timely and effective resolutions.
• Develop and implement customer service policies, procedures, and training programs that align with Native Maine's service standards and growth goals.
• Act as the voice of the customer internally, identifying trends and recurring issues to inform operational improvements and customer retention strategies.
• Maintain a strong working knowledge of Native Maine's product lines, local farms, and seasonal availability to better support customer inquiries.
• Work closely with the Inside Sales Supervisor and Director of Sales, Marketing & Customer Service to align team priorities with company objectives.
Qualifications:
• 5+ years of experience in customer service, account management, or sales support - preferably in foodservice distribution, wholesale produce, or related industries.
• 2+ years of experience in a supervisory or managerial role with direct team leadership responsibility.
• Strong interpersonal and communication skills, with a demonstrated ability to lead by example and foster a collaborative, customer-centric team culture.
• Experience with ERP/order management systems common in distribution environments (Prophet 21, NetSuite, or similar).
• Proven ability to balance customer advocacy with operational efficiency and business objectives.
• Highly organized, proactive, and comfortable working in a fast-paced environment where priorities shift daily.
• A passion for food, local sourcing, and community-driven business is strongly preferred.
• Bachelor's Degree or higher is preferred, but industry specific management experience will also be considered.
BENEFITS:
• Paid Time Off
• Medical with a Generous Employer Contribution (after first 90-days)
• 401k Retirement Plan
• Employer Paid Short Term Disability
• Employer Paid $10,000 Life Insurance for employee
• Dental
• Vision
• Life
• Many other insurance options
• Employee purchase program; buy food from Native Maine at cost
Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times, as and if needed.
Compensation Package | Customer Service Manager
• Base Salary
• Annual Bonus, based on company financial goals and departmental KPI achievement.