We're a leading Northeast family-owned food, agricultural products, and agricultural services organization headquartered in Pennsylvania. We provide animal nutrition and feeds; specialty protein production, processing, and marketing; on-farm protein production services; and grain, fertilizer, and ingredient procurement.
We're a stable company with strong core values, great benefits, competitive wage structure, and a safe and healthy work environment. With over 850 team members, we're a growing company in an essential sector - agriculture!
Learn more here: https://www.thewengergroup.com
What your day looks like:
POSITION SUMMARY:
The Senior Customer Service Manager will lead our customer service operations with vision, integrity, and a proactive mindset. This role is responsible for driving team performance, shaping customer-centric solutions, and aligning service delivery with broader company objectives. The ideal candidate will champion operational excellence, foster a culture of accountability, and take a proactive approach to identifying sales opportunities through service interactions-ensuring every customer touchpoint contributes to growth and satisfaction.
ESSENTIAL JOB FUNCTIONS:
Leadership & Strategy
Serve as a dynamic leader who can envision and influence change to meet evolving company goals.
Identify opportunities for improvement and innovation, and inspire the team to pursue them collaboratively.
Take a proactive approach to shaping customer solutions and optimizing order fulfillment processes to improve lead times.
Foster a culture of ownership by clearly defining expectations, tracking progress against goals, and holding team members accountable for deliverables and deadlines.
Address performance gaps constructively, provide timely feedback, and implement corrective actions when necessary to maintain high standards of execution and collaboration.
Team Development
Build and nurture a high-performing customer service team through coaching, mentoring, and development.
Facilitate hard conversations with team members to drive positive outcomes and continuous improvement.
Ensure proper coverage and alignment of team members to meet service demands.
Operational Excellence
Oversee account structures and assignments within the Customer Service team to ensure clarity and efficiency.
Lead order forecasting initiatives to enhance operational efficiency and responsiveness.
Manage escalated customer service issues with professionalism and urgency.
Process Improvement
Take a proactive approach to identifying and logging orders with more than 48 hours lead time to optimize planning and responsiveness.
Leverage tools such as Bin Sentry and other automation technologies under development to enhance order management and operational efficiency.
Organize and prioritize orders to minimize disruption to mill production schedules, ensuring timely feed delivery to all customers.
Own and enhance the nonconformance process, including order entry error resolution, root cause analysis, and preventive measures.
Collaborate cross-functionally to streamline workflows and eliminate service bottlenecks.
EDUCATION & EXPERIENCE:
7+ years customer service experience, required.
4+ years of people management experience, required.
Proven experience in customer service leadership, preferably in a senior or managerial capacity.
Strong coaching and team-building skills.
Excellent problem-solving and communication abilities.
Experience with forecasting, account management, and operational efficiency.
Ability to lead change and drive strategic initiatives.
Strong communication and relationship-building skills.
Experience with forecasting tools, ERP systems and Bin Sentry preferred.
Documented work experience on Microsoft Office applications, especially Outlook, PowerPoint and Excel.
Experience or familiarity with manufacturing and distribution is desirable.
Ability to work independently and proactively.
Agricultural industry experience a plus.
In addition to our more traditional benefits, we also offer great perks and numerous resources for professional development and team building:
Promotional opportunities
Rewards and recognition programs
Robust onboarding and training program
Employee Discount Programs (Perks at Work)
Employee referral program
Encouraging and collaborative culture
What our benefits are:
Paid Time Off, Floating Holiday, Volunteer Day, Parental Leave, etc.
Carebridge Employee Assistance Program
For all full-time members:
Medical
Dental
Vision
Health Savings Account (HSA)
Medical Flexible Spending Account
Dependent Care Flexible Spending Account
Life Insurance/Accidental Death and Dismemberment Insurance
Short-Term & Long-Term Disability
Pet Insurance
Each team member has the potential to earn a yearly bonus based on the achievement of company goals.
The Wenger Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type as protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
#TWG
To apply please click on APPLY TO THIS POSITION
Job Post Date: 10/17/25
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