MIL Customer Service Manager

Miller Manufacturing Company is a family-owned, industry-leading manufacturer of more than 1,000 high-quality products for hobby farms, ranches, and pets. Our Little Giant®, API®, Hot-Shot®, Springer Magrath®, Double-Tuf®, Pet Lodge® and Lixit® brands serve the hardworking individuals who make it possible to put food on the tables of families across the country.

At Miller, we believe in hard work worth doing. We take pride in what we do; care deeply for the health and safety of animals, live active and wholesome lives, and embracing the satisfaction of raising our own food. Our company is powered by exceptional employees, and our culture is defined by 26 core fundamentals that guide how we work and how we treat one another. 

Summary: The Customer Service Manager leads day-to-day customer service operations to ensure accurate order processing, timely responses, and effective issue resolution, while building strong customer relationships and supporting sales growth and profitability through cross-functional coordination, process improvement, and team leadership.

Shift: Days: Monday - Friday core office hours

Wage Range: $56,000 - 64,000 yearly

Base pay is based on several factors which vary based on position, including skills, ability and knowledge the selected individual is bringing to the specific job. Please note that we do not typically hire at the top of our range.

Essential Functions:  To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily.

• Customer Relations — Lead customer service execution and escalation support to ensure accurate order processing, timely communication, and strong customer satisfaction
  • Oversee and support the team in responding to inbound customer contacts (routing, direct calls, and escalations) to resolve inquiries correctly and consistently
  • Ensure orders and key customer requests are entered and managed accurately across channels (phone, fax, EDI) to maintain service levels and protect revenue
  • Resolve order, shipping, billing, and pricing issues by verifying facts and completing required adjustments to prevent repeat errors and protect net operating income
• Sales Support & Customer Programs — Partner with Sales and cross-functional teams to support customer programs and growth to improve win rates, maintain compliance, and protect revenue
  • Coordinate samples and customer-requested materials to support selling efforts and customer decision-making
  • Coordinate workflows tied to customer compliance requirements (documentation, timing, routing, and program details) to reduce fines, chargebacks, and service failures
  • Provide timely order/program status information and support related export/financial processes to enable smooth customer execution and internal processing
• Issue & Cross-Functional Resolution — Lead structured problem resolution across people, process, and customer issues to remove barriers, prevent repeat failures, and maintain strong internal and external partnerships
  • Investigate and resolve shipping, pricing, and service problems by identifying root cause and coordinating corrective actions with Sales and Operations
  • Communicate customer-specific requirements and escalation decisions to internal teams to ensure compliant fulfillment and timely outcomes
  • Address personnel and performance issues in coordination with Human Resources/Development and the Director of Sales Operations to reinforce expectations and sustain a positive team culture
• Operational Management & Process Improvement — Manage staffing, systems, and operating routines to improve efficiency, ensure data integrity, and maintain reliable day-to-day execution.
  • Plan team coverage and manage time/attendance activities to maintain appropriate staffing during business hours
  • Maintain accurate customer data and documentation in Lawson M3 and HubSpot to enable reliable order processing and reporting
  • Establish standard procedures, metrics, and CRM expectations to identify trends and drive continuous improvement
• Team Leadership & Development — Hire, develop, and lead the customer service team to build capability, sustain performance, and support current and future service and sales needs
  • Onboard, train, and coach customer service employees to ensure consistent execution and service quality
  • Complete performance evaluations and provide ongoing feedback in coordination with Human Resources and the Director of Sales Operations to strengthen performance and maintain documentation
  • Leverage AI-enabled tools and process improvements to streamline work, strengthen reporting and insights, and improve team effectiveness

Knowledge, Skills and Abilities (KSA’s): The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform the essential functions of the job.

• Knowledge, Education, Experience and/or Certifications: 

  • Requires a high school diploma or general education degree (GED).
  • Requires three to five years of related experience and/or training.
  • Requires a high school diploma or general education degree (GED), three to five years of related experience and/or training, or the equivalent combination of education and experience.
  • Requires a bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
  • Demonstrated high proficiency with all programs in Microsoft Office Suite.
  • Exceptional PC skills including Manufacturing software and Microsoft Office Suite.
  • On-the-job training may be required.

• Skills & Abilities:

  • Communicate effectively with co-workers and management.

  • Ability to read and interpret documents such as Picture Packet, IOP, procedure manual and safety rules
  • Fill out general communication paperwork in written form legibly so as to be understood
  • Must be able to verbally pass on information to the next operator.
  • Read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations and professional drawings.
  • Write reports, business correspondence, and procedure manuals
  • Present information to and respond to questions from groups of managers, clients, customers, and the general public.
  • Read instruments such as gauges and indicators on equipment (on the job training may be required).
  • Apply common sense understanding to carry out detailed, but non-engaging, written and oral instructions.
  • Define problems, collect data, establish facts and draw valid conclusions.
  • Apply good judgment in recognizing scope of authority.
  • A qualified candidate must possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals.
  • Apply abstract concepts such as fractions, percentages, ratios, and proportions to practical situations

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Lifting Requirements: Occasionally 1-10lbs, rarely 11-35lbs and never 35- 100+lbs.

Movement Requirements: Continuously sitting, talking or hearing, bending the neck side-to-side or front-to-back, typing, pinching/finger manipulation. Frequently walking, touch/feeling, pinching/finger manipulation, grasping/turning the wrist. Occasionally kneeling/crouch/squat and reaching upward or outward. Never climb/balance or taste/smell.

External Only: Pre-employment drug screening and background check is required.