Customer Service Operations Manager (Woodbury)

Company Description As a Family company, Service Ideas has provided innovative, mutually profitable solutions to enhance the presentation and maintain the integrity of food and beverage within the global hospitality industry since 1946.

Our product line originated from the need to solve problems in our own restaurant Murray's, and we continue to grow from this knowledge focusing on quality, and service and most importantly relationships as we enter our 80th year.

Do you love working with data, while building connections with clients and coworkers that evolve into long-term friendships?

Does being a key contributor in the Hospitality Industry, and working on-site with our wonderful Team in Woodbury, Minnesota office sound like you next opportunity, then read on!

Job Description The Customer Service Operations Manager will lead front-end Customer facing operations. The role requires expertise in order management, customer portal administration, and workflow optimization, supporting seamless service for our global B2B customers and enabling effective cross-functional collaboration.

ESENTIAL DUTIES AND RESPONSIBILITIES: Team Leadership: Mentor and coach, a dedicated customer service team, establishing high standards for communication and empathy while ensuring consistent Service Level Agreement (SLA) compliance, including defined response times, order accuracy benchmarks, issue resolution timelines, and proactive customer follow-through.

Multi-Channel Communication: Manage daily high-volume email workflows and oversee all Customer Portal interactions to ensure 100% responsiveness and accuracy.

EDI & Order Management: Direct the end-to-end EDI process (850, 855, 856 transactions), and other forms of order receipt. (e-mail, customer portal interface); troubleshooting errors and optimizing the Order-to-Cash workflow, including order entry, inventory coordination, shipment confirmation, invoicing accuracy, and collaboration with accounting to support clean billing and on-time cash collection

Data Interpretation: Evaluate service metrics and order flow data to pinpoint risks and opportunities, transforming raw data into strategic recommendations that enhance customer experience, improve operational efficiency, and support Sales execution.

Process Improvement: Work cross-functionally with IT and Warehouse teams to refine ERP/EDI integrations and reduce manual entry.

QUALIFICATIONS Bachelor's degree Experience: 3+ years in Customer Service Management, specifically within a Distribution, Retail or Manufacturing environment. Technical Skills: Deep proficiency with EDI platforms (e.g., SPS Commerce, E-Comm Systems) and ERP systems (e.g., SAP, NetSuite, Microsoft Dynamics). Data Proficiency: Advanced Excel skills (Pivot Tables, VLOOKUPs) and a data-first mindset. Communication: Exceptional written and verbal skills; ability to manage complex customer portals and high-volume email queues.