Customer Logistics Manager (Food Manufacturing) at Maple Donuts, LLC

Customer Logistics Manager (Food Manufacturing)

Job Title: Customer Logistics Manager (Food Manufacturing) Job Summary The Customer Logistics Manager is responsible for overseeing all customer service operations within a food manufacturing environment, ensuring exceptional service delivery to customers, distributors, and retail partners. This role focuses on managing order fulfillment, resolving customer issues, and coordinating cross-functional communication between sales, production, logistics, and quality assurance to meet customer expectations and regulatory standards. Key Responsibilities

• Lead and manage the customer service team to ensure high levels of customer satisfaction
• Oversee order processing, including order entry, tracking, fulfillment, and invoicing
• Serve as the primary point of escalation for customer inquiries, complaints, and service issues
• Coordinate with production, supply planning, quality assurance, and logistics teams to ensure timely and accurate order delivery
• Maintain strong relationships with key customers, distributors, and retail partners
• Monitor and improve customer service metrics such as order accuracy, response time, and on-time delivery
• Ensure compliance with food safety regulations, labeling requirements, and customer-specific standards
• Analyze customer feedback and service data to identify trends and implement improvements
• Develop and implement customer service policies, procedures, and training programs
• Support sales and supply chain teams with forecasts, product availability, and customer requirements
• Manage returns, credits, and product recalls in collaboration with quality and regulatory teams

Qualifications & Skills

• Bachelor's degree in business administration, supply chain management, or a related field
• 5+ years of customer service experience, preferably in food manufacturing or consumer packaged goods (CPG)
• 2+ years of supervisory or team leadership experience
• Strong knowledge of order management systems and ERP software (e.g., SAP, Oracle)
• Excellent communication, leadership, and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Ability to work in a fast-paced, deadline-driven environment
• High level of organization and attention to detail

Preferred Qualifications

• Experience with food safety standards (e.g., FDA, USDA, HACCP, GFSI)
• Familiarity with EDI (Electronic Data Interchange) systems
• Experience managing large retail or distribution accounts
• Data analysis and reporting skills (Excel, Power BI, or similar tools)

Work Environment

• Office-based within a manufacturing or production facility setting
• Regular interaction with production, warehouse, and quality teams
• May require occasional extended hours to address urgent customer or production issues

Key Performance Indicators (KPIs)

• Customer satisfaction scores (CSAT)
• On-time and in-full (OTIF) delivery rates
• Order accuracy and fulfillment efficiency
• Response and resolution times for customer inquiries and complaints

Benefits

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement plan options (401k)
• Performance-based bonuses
• Career development and advancement opportunities

Compensation details: 00 Yearly Salary

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