Manager, Customer Service at Voyant Beauty in 2030 Old Candler Rd, Gainesville, GA 30507, USA

Job description

• Posted Wednesday, September 23, 2026 at 7:40 PM | Expires Saturday, October 24, 2026 at 12:57 PM
• The Customer Service Manager is responsible for leading the Customer Service team and ensuring the delivery of exceptional service to business-to-business (B2B) customers. This role oversees order management processes (both EDI and manual), drives customer satisfaction metrics, and plays a key role in operational and strategic initiatives that impact the customer experience. The Customer Service Manager partners cross-functionally with Sales, Logistics, Finance, and Operations to proactively manage customer accounts, resolve complex issues, and improve systems and workflows. This role develops team members, manages customer escalations, and ensures consistent, high-quality service aligned with company goals.

Responsibilities

• Supervise daily operations, performance management, training, and development of Customer Service Representatives. Build a customer-first culture and ensure service metrics are consistently met.
• Oversee processing of customer orders via EDI and manual entry. Ensure accuracy, timeliness, and alignment with customer expectations and internal production capabilities.
• Act as a key point of contact for top-tier accounts and complex escalations. Ensure prompt and professional communication and issue resolution.
• Partner with Sales, Operations, Planning, Logistics, Finance, Quality, Project Management, and IT to align priorities, support customer needs, and streamline internal processes.
• Identify opportunities to improve service delivery, lead or participate in cross-functional initiatives, and generate reporting on service levels, order accuracy, and team performance.
• Lead onboarding and training for new customer service hires.
• Guide conversion of key accounts from manual to EDI ordering.
• Monitor and analyze customer KPIs and initiate corrective actions as needed.
• Represent the voice of the customer in internal business reviews and improvement projects.
• Maintain SOPs and ensure team adherence to documentation and compliance standards.
• Support price updates, system transitions, and promotional campaigns.
• Some duties many vary slightly by location.

Requirements

• Bachelor's Degree Business, Communications, Supply Chain, or related field (Preferred) or
• High School Diploma or GED (Required)
• 4-6 years in manufacturing, supply chain, or distribution settings (Preferred)
• 1-3 years managing direct reports and performance metrics (Preferred)
• 1-3 years working knowledge of order processing and data management systems (Preferred)
• 1-3 years including onboarding and managing EDI accounts (Preferred)
• Leadership and team development (High proficiency)
• Customer relationship management (High proficiency)
• EDI and manual PO processing (High proficiency)
• ERP system navigation and data accuracy (JDE preferred) (Medium proficiency)
• Cross-functional communication and collaboration (High proficiency)
• Conflict resolution and escalation management (High proficiency)
• Analytical and reporting skills (Excel, dashboards, KPIs) (Medium proficiency)
• Project and time management (High proficiency)
• Continuous improvement mindset (Medium proficiency)
• Microsoft Office tools (Excel, Outlook, PowerPoint, Word) (Medium proficiency)

Skills

Required

• Leadership
• Communication
• Collaboration
• Conflict resolution
• Time management
• Continuous improvement mindset
• EDI
• Manual PO processing
• ERP system navigation (JDE preferred)
• Excel
• Dashboards
• KPIs