Customer Service Manager

Robert Half • East Chicago, IN • 14h ago

Description We are looking for a skilled and proactive Customer Service Manager to join our team in East Chicago, Indiana. This Contract to permanent position offers the opportunity to lead and optimize customer service operations for a frozen food manufacturing business. Reporting directly to the Director of Supply Chain, this role combines office-based work with occasional on-site duties at the plant, ensuring seamless order fulfillment, customer satisfaction, and logistics coordination.

Responsibilities:

Lead, mentor, and manage the customer service team to deliver outstanding support to retail, food service, and manufacturing clients.

Establish and monitor key performance indicators (KPIs) such as order accuracy and response times, ensuring accountability and continuous improvement.

Oversee the order management process, including entry, updates, and confirmations, ensuring accuracy within the Plex system.

Collaborate with Scheduling, Production, Sales, and Logistics teams to ensure timely and efficient order fulfillment.

Act as the primary escalation point for customer concerns, addressing issues related to deliveries, shortages, damages, and credits.

Build and maintain strong relationships with key customers and internal teams, fostering trust and proactive communication.

Analyze service metrics and customer feedback to identify trends and implement process improvements.

Support compliance with food safety, quality, and traceability standards relevant to the frozen food industry.

Aid in onboarding new customers and launching new products, ensuring smooth transitions.

Document and implement standard operating procedures (SOPs) to enhance operational efficiency. Requirements - Bachelor's degree in Business, Supply Chain, or a related field, or equivalent relevant experience.

At least 7 years of experience in customer service, including 3+ years in a managerial or leadership role.

Familiarity with food manufacturing processes and industry standards.

Strong communication, organizational, and problem-solving skills.

Proven ability to manage multiple projects effectively and prioritize tasks in a dynamic environment.

Proficiency in order-to-cash processes and enterprise systems such as Plex.

Experience working with retail or foodservice clients and customer portals.

Bilingual proficiency in Spanish is a plus, though not required. TalentMatch®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .

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