Manager, Customer Service

About the job

The Role

This position will report to: SPV

Travel Requirements: Based on Business needs 7-10%

FLSA Status: Exempt

Shift:1

Employment Category: Full-Time Regular

Pay Range: $93,000 to $98,000

Onsite Position

JOB STATEMENT: The Customer Service Manager leads the customer service function supporting winery sales, order management, distributor and customer relationships, and cross-functional commercial execution. This role is responsible for delivering an exceptional customer experience while ensuring accurate and timely order processing, pricing and promotional execution, inventory coordination, shipment readiness, issue resolution, and reporting. The Manager partners closely with Sales, Finance, Logistics, Warehousing, Production, and other winery functions to support service levels, revenue execution, and operational excellence across distributor, retail, on-premises, direct, and other applicable channels.

ESSENTIAL FUNCTIONS/DUTIES:

• Lead, coach, develop, and manage the Customer Service team, including workload allocation, staffing, training, performance management, engagement, and accountability for service standards.

• Oversee the end-to-end customer order process, including order entry, validation, pricing, allocations, credit holds, changes, cancellations, shipment coordination, invoicing support, and resolution of order exceptions.

• Ensure customer, distributor, and sales orders are processed accurately and within established service-level expectations across applicable channels and ordering methods.

• Partner with Sales and Finance to ensure accurate pricing, depletion allowances, discounts, promotions, samples, billbacks, and other customer-specific programs are reflected appropriately in orders and related documentation.

• Coordinate with Warehouse, Logistics, Production, and Inventory teams to address product availability, vintage or SKU transitions, allocations, backorders, substitutions, shipment timing, and delivery requirements.

• Serve as an escalation point for complex customer, distributor, and sales issues; drive timely resolution while balancing customer experience, company policy, commercial commitments, and financial controls.

• Maintain strong working relationships with distributors, key accounts, sales teams, brokers, carriers, and internal stakeholders; communicate proactively regarding order status, product availability, shipment issues, and service risks.

• Establish, document, and continuously improve customer service procedures, internal controls, order-management workflows, and service standards to improve accuracy, efficiency, responsiveness, and scalability.

• Monitor key customer service metrics such as order accuracy, fill rate, on-time processing, backorders, deductions or claims, response time, service issues, and recurring root causes; recommend and implement corrective actions.

• Oversee month-end customer service activities and support accurate order, shipment, and invoicing close processes in partnership with Finance and Sales.

• Prepare and analyze recurring and ad hoc reports, including sales by customer, salesperson, brand, SKU, channel, geography, and other business dimensions as requested.

• Ensure customer master data, ship-to information, ordering requirements, routing instructions, and other account-specific information are maintained accurately in applicable systems.

• Support new product launches, vintage transitions, pricing changes, promotional programs, chain authorizations, distributor changes, and other commercial initiatives requiring customer service coordination.

• Coordinate delivery appointments and special shipping requirements with warehouses, carriers, distributors, and customers as applicable.

• Participate in sales, operations, S&OP, and other cross-functional meetings as required, providing customer service insights, risks, and recommended actions.

• Ensure compliance with company policies, internal controls, record-retention requirements, applicable alcohol beverage regulations, and customer-specific requirements within the scope of the role.

• Perform other related duties and projects assigned.

JOB REQUIREMENTS:

EDUCATION/EXPERIENCE:

• Bachelor’s degree in business administration, Supply Chain, Hospitality, Finance, or a related field preferred; equivalent combination of education and relevant experience will be considered.

• Five to seven years of progressive customer service, order management, sales operations, or supply chain experience, including at least two years of supervisory or management experience.

• Wine, beverage alcohol, consumer packaged goods (CPG), food and beverage, or distributor-facing industry experience strongly preferred.

• Experience working with distributors, retail or on-premises customers, sales teams, and warehouse/logistics partners preferred.

• Demonstrated experience improving processes, leading teams, managing competing priorities, and resolving complex customer or order issues.

EQUIPMENT/SYSTEMS:

• General office equipment and standard business technology.

• Microsoft Office Suite, particularly Excel, Outlook, Word, and PowerPoint.

• ERP/order management systems such as IFS or comparable platforms; CRM, EDI, distributor/customer portals, and reporting tools as applicable.

• Timekeeping/workforce systems such as ADP or comparable systems, as applicable.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Working knowledge of winery/customer service operations, order-to-cash processes, distributor relationships, inventory availability, logistics, and customer-specific requirements.

• Strong leadership and people-management skills with the ability to coach, develop, motivate, and hold employees accountable.

• Excellent written and verbal communication skills, including the ability to communicate professionally with customers, distributors, sales personnel, and senior leaders.

• Strong analytical, problem-solving, conflict-resolution, and decision-making skills.

• High degree of accuracy and attention to detail in order entry, pricing, reporting, and customer master data.

• Ability to prioritize high-volume work, manage deadlines, and respond effectively to changing commercial and operational demands.

• Proficiency with ERP systems, spreadsheets, reporting tools, customer portals, and electronic order-entry methods.

• Ability to interpret sales and service data, identify trends and root causes, and translate findings into process improvements.

• Knowledge of wine products, brands, varietals, vintages, packaging configurations, and distribution channels preferred.

• Ability to exercise sound judgment, maintain confidentiality, and represent the company professionally.

PHYSICAL REQUIREMENTS:

• Ability to sit and work at a computer for extended periods of time.

• Ability to communicate by telephone, video conference, email, and in person throughout the workday.

• Occasionally lift and carry office materials or boxes, generally up to 25 pounds.

• Ability to walk through warehouses or production areas as business needs require.

PERSONAL PROTECTIVE EQUIPMENT REQUIRED:

WHAT WE OFFER: At Broco Wine Company, we understand that our success is driven by our talented, committed workforce. We value the contributions each employee makes to our achievements, and our aim is to offer a comprehensive benefits program that is competitive, helping us attract and retain top talent. Our Benefits are crafted to support the needs of our employees and their families, ensuring the package is simple to understand, easy to access, and affordable for all.