Documentation And Customer Service Manager - Manufacturing Exp!!

Position Overview: Customer Service & Documentation Manager

The Customer Service & Documentation Manager is a hybrid role that combines customer service and documentation oversight with warehouse office management. This individual will support both site-based administrative operations and customer-facing documentation workflows, ensuring accuracy, compliance, and efficiency across all warehouse and logistics activities.

The role owns the end-to-end documentation process—ensuring accuracy, compliance, and timely delivery—while fostering collaboration across ERP systems, accounting, logistics, and sales. In a fast-paced and rapidly scaling environment, this position requires a high standard of customer service, strong interpersonal skills, and exceptional attention to detail. The successful candidate will take an active role in building and refining internal processes to support scalable, efficient operations.

Position Responsibilities

Customer Service & Communication

• Primary Point of Contact: Collaborate with regional counterparts to serve as the primary contact for regional customers and vendors; ensure timely updates on order status, shipping schedules, claims, and issue resolution via phone and email.

• Stakeholder Relations: Deliver high-quality, professional service to all internal and external stakeholders to foster trust and long-term relationships.

• Systems Management: Leverage Enterprise Resource Planning (ERP) software to manage customer profiles, enter/monitor orders, and support seamless documentation workflows.

• Tracking & Improvement: Document customer interactions, inquiries, and feedback to maintain a reliable knowledge base and support continuous improvement.

• Escalation Management: Serve as a second-level escalation point for complex issues, coordinating with cross-functional teams to ensure timely outcomes.

• Sales Partnership: Partner with inside and outside sales teams to ensure alignment on customer needs, account status, and order execution.

Documentation & Process Management

• Record Integrity: Maintain precise shipment, order, and inventory records to support operational visibility and compliance.

• Inventory Reconciliation: Process and oversee inventory reconciliation for the facility.

• Document Preparation: Manage key business documents, including Purchase Orders, Sales Orders, Invoices, Packing Lists, Bills of Lading, and compliance certificates.

• Fulfillment Coordination: Facilitate communication between customers, warehouse personnel, and sales to ensure seamless order fulfillment.

• Logistics Support: Coordinate with logistics teams to assist in the scheduling and tracking of inbound and outbound shipments.

• Financial Accuracy: Accurately receive, record, and reconcile customer payments in accordance with company accounting protocols.

• Warehouse Liaison: Support warehouse floor requirements including cycle counts, load planning, and shipping/receiving support.

• Process Optimization: Proactively identify bottlenecks and implement solutions in collaboration with cross-functional teams.

Office Management Duties

• Supply & Budgeting: Oversee the replenishment of office supplies and PPE inventory; maintain accurate tracking and manage a quarterly budget.

• Mail & Logistics: Oversee all incoming/outgoing mail, packages, and sample shipments; manage bank deposits and document scanning.

• Organizational Systems: Maintain digital and physical filing systems (e.g., Google Drive and office hard copies) to ensure clear organization in the shipping and receiving office.

• Facility Oversight: Act as the point of contact for landlord relations and building maintenance (HVAC, cleaning services, etc.); coordinate repairs and ensure general upkeep of breakrooms and office spaces.

• Vendor Management: Source operational vendors, negotiate terms, and oversee service appointments to ensure cost efficiency and quality delivery.

Qualifications

• Education: High school diploma or GED required; bachelor's degree in Business, Supply Chain, or a related field preferred.

• Experience: 5+ years in customer service, operations, or administrative roles, with at least 2 years in a supervisory or management capacity.

• Industry Knowledge: Experience working in manufacturing, plastics, logistics, or petrochemical environments is strongly preferred.

• Technical Skills: Proficiency with ERP systems (e.g., SAP, Epicor, or similar) and Microsoft Office, particularly Excel (VLOOKUPs, pivot tables).

• Communication: Strong interpersonal skills with the ability to interface across all levels of the organization.

• Language: Bilingual in English and Spanish preferred.

• Discretion: Ability to manage confidential and sensitive information with professionalism

• PrideStaff Hiring Requirements:

• Must be 18+ Years Old

• Must be Willing to Submit to a Pre-Employment Background Check

• Enhance your career with a full-time job, with great company, competitive wages, and let PrideStaff support you in your future employment endeavors. Your future starts with PrideStaff!

• Must be Willing to Submit to a Drug Screen

• Must be able to Provide Proof of Eligibility to Work in The U.S.

Compensation / Pay Rate (Up to): $25.00 - $30.00