Customer Service Manager

Description

About Us

With over a century of expertise, Adam’s Group is a fifth-generation family-owned company providing global solutions to the food industry. As a leading supplier of organic and non-GMO bulk and specialty oils, lecithin, and grains, we serve B2B customers in the natural and organic space, including food manufacturers, infant nutrition brands, and industrial processors. We are committed to delivering high-quality, sustainably sourced ingredients that support innovation and clean-label formulations.

Position Summary:

The Customer Service Manager is responsible for overseeing and leading customer service operations within the oil and grain industry to ensure timely, accurate, and high-quality service delivery. This role manages a team focused on order fulfillment, customer relationship management, logistics coordination, and issue resolution. The Customer Service Manager serves as the primary liaison between internal departments and external customers, driving operational excellence and ensuring World-Class Customer Service across domestic and international markets.

Key Responsibilities:

• Lead and manage the customer service team to ensure timely and accurate processing of grain and oil orders, shipments, and documentation.
• Develop strong customer relationships with key accounts, assist addressing inquiries, resolving complaints, and managing expectations professionally and efficiently.
• Coordinate with supply chain, production, sales, and logistics teams to ensure smooth order execution and delivery.
• Maintain knowledge of product specifications, pricing, delivery timelines, and regulatory compliance (e.g., FSMA, SQF, USDA, export requirements).
• Implement and monitor customer service procedures, KPIs, and best practices to improve customer experience and team performance.
• Analyze customer service metrics and trends to identify areas for improvement.
• Handle escalated issues with tact, urgency, and follow-up to ensure client satisfaction.
• Train, mentor, and evaluate customer service coordinators and representatives to enhance skills and productivity.
• Ensure adherence to company policies, industry standards, and quality assurance protocols.
• Contribute to cross-functional projects, such as new product launches, packaging changes, and customer onboarding.
• Manage customer accounts, credit limits, invoicing, and contracts in collaboration with finance and sales departments.

Qualifications

Required Qualifications:

Education and Experience

• Bachelor’s degree in Business Administration, Agriculture, Supply Chain Management, or a related field.
• Minimum 5 years of experience in customer service or account management, preferably within the agriculture, grain, or oil industries.
• Experience managing retail and foodservice customer accounts, such as Costco, Wal-Mart, Sysco, and similar large-scale partners.
• Experience with EDI (Electronic Data Interchange) systems and processes, including order processing, invoicing, and shipment tracking.
• Proficiency in ERP systems (e.g., SAP, Oracle), Microsoft Office Suite, and CRM tools.
• Demonstrated experience managing and developing a customer service team.
• Understanding of commodity trading practices and logistics.

Skills and Competencies:

• Strong leadership and team management capabilities.
• Excellent verbal and written communication skills.
• High level of organization and attention to detail.
• Strong analytical and problem-solving abilities.
• Ability to perform under pressure in a fast-paced, high-volume, and seasonal environment.
• Customer-focused mindset with a commitment to service excellence.
• Adaptability and initiative in dynamic business environments.

Preferred Qualifications:

• Master’s degree in a related field (e.g., MBA, MS in Supply Chain)
• Experience dealing with international trade regulations and documentation.
• Lean/Six Sigma certification (e.g., Green Belt or Black Belt)
• Project Management (PMP, Agile/Scrum)
• Bilingual in English and Spanish

Working Conditions:

• Office-based environment
• Willingness to travel (up to 5-10%) to meet with customers, processing facilities, or co-manufacturing sites
• Occasional need to work outside regular business hours during critical projects or production issues

Salary : $100,000 - $130,000