Customer Service & Order Fulfillment Manager

Direct Hire
Must be able to work in McKinleyville, CA

About the Opportunity

Our client, located in Humboldt County, CA, is looking for a Customer Service & Order Fulfillment Manager to lead our customer service and fulfillment operations. This role is responsible for driving day-to-day performance, ensuring exceptional customer experiences, improving processes, and developing a high-performing team. The ideal candidate will balance operational execution with strategic process improvements while supporting the continued growth of the organization.

Key Responsibilities

Customer Service & Order Fulfillment Operations

Oversee the complete order lifecycle from order entry through delivery and customer confirmation.
Ensure accurate and timely processing of customer orders across retail, wholesale, eCommerce, and direct-to-consumer channels.
Establish and maintain customer service standards that deliver proactive, professional, and consistent communication.
Monitor open orders, order flow, service levels, and fulfillment KPIs to proactively identify and resolve issues.
Manage retailer compliance requirements, including routing guides, labeling standards, and chargeback prevention initiatives.

Team Leadership & Development

Lead, coach, and develop a team of Customer Service Representatives and Order Fulfillment Coordinators.
Set clear performance goals and accountability standards through regular coaching, one-on-one meetings, and performance reviews.
Manage staffing, workload distribution, and capacity planning to support business demands.
Act as the primary escalation point for complex customer concerns, operational challenges, and service issues.

Logistics & Supply Chain Coordination

Partner with carriers, third-party logistics providers (3PLs), and warehouse teams to ensure on-time shipment execution and delivery performance.
Collaborate with logistics leadership on freight coordination, bill of lading (BOL) management, claims processing, and carrier performance metrics.
Work closely with Supply Chain and Demand Planning teams to align inventory availability with customer commitments.
Support import/export documentation and international shipping activities as needed.

Reporting, Analytics & Process Improvement

Develop and maintain KPI dashboards to track order fulfillment performance, service levels, and delivery metrics.
Identify operational gaps and implement improvements that enhance order accuracy, customer satisfaction, efficiency, and cycle times.
Lead or support ERP, EDI, and order management system implementations and enhancements.
Partner cross-functionally to improve workflows, reporting capabilities, automation opportunities, and data accuracy.
Create, document, and maintain standard operating procedures (SOPs) for customer service and fulfillment processes.

Qualifications

Required

5–8 years of progressive experience in customer service, customer operations, order fulfillment, logistics, supply chain, or related functions.
Minimum of 2 years of people leadership experience, including hiring, coaching, and performance management.
Experience working with ERP, order management, and EDI systems within a retail, wholesale, distribution, or manufacturing environment.
Proven success leading process improvement initiatives, systems implementations, or operational enhancements.
Strong analytical, communication, organizational, and cross-functional collaboration skills.

Preferred

Experience within CPG, food & beverage manufacturing, retail distribution, or related industries.
Background managing 3PL relationships, retailer compliance programs, chargeback reduction, or eCommerce fulfillment operations.
Knowledge of international logistics, import/export documentation, and global shipping processes.
Exposure to Lean Manufacturing, Six Sigma methodologies, AI-enabled tools, or workflow automation technologies.
Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, or a related field.

What We're Looking For

The successful candidate will be a proactive leader who thrives in a fast-paced environment, enjoys solving operational challenges, and is passionate about delivering exceptional customer experiences. This individual will combine strong leadership skills with a data-driven approach to continuously improve processes, service levels, and overall operational performance.