Customer service manager

JOYRIDE candy is flying off the shelves. You’ll be the one making sure it gets to our retail partners on time. JOYRIDE is on a mission to change the way the world eats and experiences candy. With less sugar than the leading brands, no artificial colors, sweeteners, or preservatives, and over two million followers on social media (@joyride), JOYRIDE is rapidly growing and redefining what better-for-you candy tastes, looks, and feels like.

What You Will Do

JOYRIDE Sweets is seeking Customer Service Manager to lead all customer order management and customer service operations. Reporting to the Sr. Director of Logistics, this role is responsible for ensuring exceptional service to retail, distribution, and eCommerce customers by overseeing order fulfillment, customer communications, retailer compliance, and issue resolution. The Customer Service Manager also serves as the primary liaison between Sales, Supply Chain, Planning, Finance, and our third-party logistics (3PL) provider to ensure customer orders are processed accurately, shipped on time, and meet all customer requirements.

Responsibilities:

• Lead, coach, and develop the Customer Service team by establishing performance expectations, providing regular feedback, and fostering professional development.
• Establish customer service standards, procedures, and best practices to deliver a consistent customer experience.
• Monitor team workload and service levels to ensure timely response to customer inquiries and order processing.
• Oversee the complete order-to-cash process and ensure customer orders are entered, validated, and processed accurately within established service level expectations.
• Coordinate order prioritization and allocation during inventory constraints.
• Serve as the primary escalation point for customer service issues and complex order situations.
• Communicate proactively with customers regarding order status, product availability, shipment delays, and issue resolution.
• Partner closely with Sales to support customer growth initiatives and maintain high customer satisfaction.
• Oversee EDI transaction accuracy, including Purchase Orders (850), Purchase Order Acknowledgements (855), Advance Ship Notices (856), Invoices (810), and other customer-required transactions.
• Coordinate with SPS Commerce, ERP support, and IT to resolve EDI issues.
• Analyze trends in customer complaints, deductions, order accuracy, and service failures to minimize retailer deductions, chargebacks, and compliance violations.
• Collaborate with Sales, Planning, Finance, Marketing, and Supply Chain to support customer requirements and new product launches.
• Participate in Sales & Operations Planning (S&OP) meetings by providing customer demand insights and service performance metrics.
• Support and implement continuous improvement initiatives across customer service, logistics, and order management to enhance customer experience and operational efficiency.
• Develop and maintain KPI dashboards measuring customer service performance.

Who You Are

You're a proactive, customer-focused leader with strong analytical and problem-solving skills. You're highly organized, communicate clearly and effectively, and bring a genuine passion for delivering outstanding customer experiences.

Qualifications:

• Bachelor's degree in Business, Supply Chain, Operations, or related field or equivalent experience.
• 5+ years of progressive customer service, order management, or supply chain experience within CPG, food & beverage, or related industries.
• 2+ years of leadership or supervisory experience.
• Strong understanding of order management, customer compliance, and retailer requirements.
• Experience working with ERP systems (NetSuite, SAP, Microsoft Dynamics, or equivalent).
• Experience with EDI transactions and platforms such as SPS Commerce.
• Strong Microsoft Excel and reporting skills.

Preferred Qualifications:

• Experience supporting major retailers including Walmart, Target, Costco, Amazon, Kroger, or regional grocery customers.
• Knowledge of retailer scorecards, OTIF metrics, routing guides, and chargeback management.
• Experience working with third-party logistics (3PL) providers.
• APICS CSCP, CPIM, Lean Six Sigma, or equivalent certification.
• Experience implementing customer service process improvements or systems enhancements.

Benefits

$90,000-$110,000 salary + bonus Equity Medical, dental, vision coverage PTO Opportunities for professional development and career growth