Assistant Customer Service Manager

City Brewing Company – Who We Are

With our roots in La Crosse, WI, we are proud to be North America’s largest co-packager of alcoholic beverages with four locations across the United States. Through our focuses on Safety throughout our facilities, Quality of products produced for our customers, Communication at all levels, Growth of not just our locations but also of our employees in their careers, and Performance with our ability to meet deadlines and goals for ourselves and our customers, we pride ourselves on the brand we have created and continue to grow.

Job Summary

The Assistant Customer Service Manager supports the Customer Service Manager in leading a high-performing team focused on exceeding customer expectations in order management, fulfillment coordination, and communication. This role acts as a key liaison between internal teams and customer-facing staff, ensuring smooth operational execution, timely order processing, and efficient flow of information for City Brewing’s contract manufacturing clients.

Duties And Responsibilities

• Provide day-to-day supervision and guidance to Customer Service Account Coordinators and Plant Leads to ensure exceptional service delivery and timely fulfillment.
• Act as a secondary point of contact for escalated customer concerns and complex account matters.
• Support the Customer Service Manager in process improvement initiatives, identifying inefficiencies, and implementing solutions.
• Represents Customer Service function at daily Ops meetings and other inter-department meetings impacting Customer Service when Customer Service Manager is not available.
• Identifies department deficiencies, develops and implements plan for improvement. (SOPs)
• Maintains good inter-department relationships working closely with Business Development, Production Scheduling, and Warehousing and Shipping.
• Monitors customers’ inventory levels, aged products, and product holds in coordination with Account Coordinators, Plant Leads, warehouse, and production teams to allow product to ship out in a timely manner.
• Collaborate with the Customer Service Manager to review and adjust customer dock schedules based on plant capacity and logistics needs.
• Coordinate and oversee month-end reporting activities, ensuring accuracy and timely distribution to internal stakeholders and leadership.
• Adhere to hybrid work requirements, including regular on-site presence to support plant operations, attend key meetings, and maintain team engagement, while balancing remote work as business needs allow.
  
  

Minimum Qualifications

• 5+ years of customer service experience preferred.
• Strong working knowledge of order processing, fulfillment, logistics, and customer account management.
• Ability to manage and train department personnel
• Deep understanding of ERP systems, shipment coordination, dock scheduling, and inventory processes.
• Excellent oral and written communication skills with a focus on professionalism and clarity.
• Ability to multitask and manage priorities in a fast-paced, dynamic work environment.
• Willingness to perform duties listed in subordinate roles as needed to support team success.
• Must be able to handle a number of assignments and responsibilities while managing interruptions and changing priorities (multi-task).
• Must be able to work effectively in a team environment.
• Ability to work after-hours or weekends on an as needed basis.
  
  

City Brewery is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.