Customer Service Manager

About Us: Empire Marketing Strategies has been a leader in delivering exceptional in-store execution for over 40 years, enhancing the customer experience in grocery retail. Operating in all 18 Kroger divisions across the U.S., we partner with some of the world's top brands to optimize their presence in over 2,500 store locations. Our team thrives on tackling diverse challenges in the fast-paced retail industry. We value dedication, talent, and a passion for excellence.

Why Join Us?

M-F Work Schedule, 9 Holidays off

Earn a competitive salary plus 80% employer-covered benefits

Full-Time Associates: Eligible for medical, dental, vision, life and AD&D insurance, disability coverage, a retirement program, mental health support, paid time off, and 9 paid holidays annually.

A dynamic work environment where you’ll make a real impact.

Job Summary:

The Customer Service Manager leads the CS team, ensuring accurate operations, strong cross-functional coordination, and reliable support for escalated issues. This role oversees workflow, team performance, and key service metrics while maintaining efficient processes, clear communication, and a consistently high standard of customer service.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:

• Leadership & Management 

• Operational Execution

• Strategic Direction

Core Functions:

Leadership & Management

• Lead the Customer Service team with clear direction, balanced workload distribution, and consistent follow-through.

• Act as the central coordinator for all CS activities, ensuring questions are addressed and tasks go to the right owners.

• Provide oversight for contract and pricing workflows, ensuring accuracy and timely execution.

• Guide order-support activities, ensuring the team handles changes, disruptions, and buyer communication effectively. 

• Monitor timecards, attendance, PTO requests, and staffing coverage to maintain smooth daily operations.

• Conduct regular performance conversations, set goals, and coach team members toward growth.

• Recruit, onboard, and develop talent to build a capable, high-performing CS team.

• Maintain a collaborative, accountable, and solutions-focused team culture.

Operational Execution

• Oversee accurate and timely order processing, including EDI workflows, PO maintenance, and reconciliation of discrepancies.

• Manage contract execution, pricing updates, and promotional adjustments in partnership with internal and external stakeholders.

• Assist with escalated operational issues  such as late trucks, date changes, shortages, order revisions.

• Ensure reliable customer and order data to support clean reporting and downstream processes.

• Partner with Sales, Product, Finance, and Deployment to ensure smooth cross-functional communication and handoffs.

Strategic Oversight

• Define, track, and report KPIs tied to service delivery, customer satisfaction, and commercial outcomes.

• Lead business reviews and support executive-level communication with clear, data-backed insights.

• Elevate recurring customer issues or trends to inform product, process, and operational improvements.

• Assess team capacity, align resources to business needs, and proactively plan for workload fluctuations.

Additional Responsibilities

• Respond promptly and professionally to inquiries from internal and external partners.

• Prepare accurate reports and data summaries, including advanced Excel work (vLookups, Index/Match, Pivot Tables, charting, filtering).

• Complete ad hoc reporting and participate in special projects as needed.

• Other duties as assigned.

Education and Experience:

• Bachelor’s Degree or equivalent experience required.

• 5+ years of experience with leading customer success teams required.

• Food brokerage experience strongly preferred.

Required Skills/Abilities: 

• Ability to lead and develop direct-reports.

• Innovative mindset to creatively optimize client strategies and internal operations.

• Strong problem-solving and analytical skills are required. 

• Ability to work effectively in a fast-paced, high-pressure, ever-evolving environment.

• Ability to tackle complex situations, evaluate alternative courses of action, and provide fact-based solutions/ recommendations.

• Effective communication, interpersonal, and follow-up abilities.

• Critical thinking skills and adaptability to changing circumstances.

• Advanced knowledge of Microsoft Office programs, including Microsoft Outlook and Teams.

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift 15 pounds at times.

Tools and Equipment: 

• Regular operation of a personal motor vehicle, to and from work sites.

• MS Excel, Outlook, & Kroger systems (Tradepoint,1WS, VIP)

Work Environment: 

• Duties are typically performed in an indoor, office environment.

• Noise levels – typically low to moderate.