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Customer Service Manager

Req ID: 4845 

Department: Operations 

Status: Full Time, Exempt 

Location: Napa, California (US-CA) 

Job Summary:

This manager provides daily management and leadership of the domestic and international customer order area so that TFE can continue to build on our customer service reputation within the industry. This role will be responsible for the prioritization / allocation of stock as well as customers (distributors). They will be a change agent in removing non-value add steps by identifying and executing joint value creation opportunities in the supply chain with key customers. While achieving those opportunities they will implement and sustain rigorous and accountable daily routines within the customer order and fulfillment processes. Overall this manager will lead continuous improvement initiatives with a focus on employee development, TFE’s profitability, customer service and the customer experience.

Essential Functions:

  • Provide employee development on process orientation, standard work, continual improvement, and autonomy
  • Manages and implements career planning and personal development of managers and staff
  • Using analytics and standard work, prioritize and allocate stock and customers (distributors).
  • Ensure the production and accuracy of developed metrics to govern and improve processes
  • Champion process improvements for meeting or exceeding our customer’s expectations and helping our customer’s reach their goals
  • Order processing to understand the process and able to provide assistance to their team
  • Leverage TFE’s ERP system and other collaborative technologies to reduce non-value add steps within TFE’s and/or our customer’s processes
  • Monitor and manage daily workload across the department, to level load and sustain flow
  • Daily time keeping and approving and managing coverage for time off and leaves of absence
  • Hold no less than quarterly one on one meetings with employees to assess progress, identify improvement areas and ensure annual goals are met
  • Other duties as assigned


  • Bachelor’s degree (B.S.) in relevant field or equivalent
  • Preferred 5+ years of experience in managing a customer service group and order processing
  • Strong track record in cross-functional collaboration with internal stakeholders (Sales, SC, etc.)
  • Strong track record of continuous improvement (project management, process improvement, familiarity with Lean methodologies) 
  • Strong track record of Cultural Intelligence and performing in a Servant Leader capacity 
  • Ability to build and maintain cross-functional relationships and drive toward common goals
  • Previous experience with international logistics is preferred  
  • Accuracy, attention to detail, and ability to follow through is essential 
  • Excellent written and verbal communication skills 
  • Advanced computer skills – Microsoft Office and ERP (SAP preferred)
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm 
  • Proven ability to handle multiple projects and meet deadlines, manage priorities and workflow 
  • Familiarity with principles of data collection, data analysis, and evaluation


Working Conditions:

  • May be required to work at any one of TFE’s locations
  • Some weekends may be occasionally necessary
  • Occasional long and irregular hours
  • Office environment
  • Extensive computer work
  • Frequent deadline pressures
  • Numerous projects in progress at any given time
  • Fast-paced/high volume workload

Trinchero Family Estates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Trinchero Family Estates complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nearest Major Market: Napa

Job Segment: Service Manager, Supply Chain Manager, Manager, Supply, Customer Service, Operations, Management