Customer Service Manager

Job Summary

The Customer Service Manager leads the customer service and order fulfillment functions, ensuring exceptional service, operational excellence, and alignment with Nissin’s strategic business goals. This role oversees the Customer Service team, drives process improvements, partners cross-functionally with Sales, Logistics, and Accounting, and proactively develops solutions to enhance customer satisfaction and service KPIs.

Essential Duties and Responsibilities 

• Leadership & Strategy
  • Lead and develop a high-performing Customer Service team, providing coaching, training, and performance feedback.
  • Establish and monitor Customer Service KPIs including order accuracy, on-time fulfillment, chargebacks, and customer satisfaction metrics.
  • Partner with leadership to align service levels and operational performance with company goals and customer expectations.
  • Identify and implement process improvements and technology enhancements to streamline order management and communication.
• Customer & Order Management
  • Support the order-to-cash process, ensuring orders are processed accurately and timely through EDI and manual channels.
  • Maintain strong customer relationships through proactive communication and issue resolution.
  • Collaborate with Sales, Planning, and Distribution to ensure timely and complete delivery performance.
  • Lead escalations for key customers and broker partners; develop corrective actions and preventive solutions.
• Operational & Cross-Functional Collaboration
  • Partner with the Accounting team on credit, invoicing, and deduction management.
  • Collaborate with Logistics on freight optimization, carrier performance, accessorial fee management and freight claim processing.
  • Analyze chargebacks, penalties, and service metrics to identify root causes and drive reductions.
  • Oversee compliance with vendor scorecard requirements.
  • Serve as primary liaison with IT on EDI setup, transmission, and system integration support.
• Continuous Improvement & Reporting
  • Develop and maintain standardized operating procedures and training materials.
  • Analyze data and trends to recommend service and efficiency improvements.
  • Provide regular reporting to leadership on department performance and customer KPIs.
  • Manage special projects and initiatives as assigned by the Director of Supply Chain Management.

Qualifications and Requirements

About Us 

It started with the inspiration of the creator of instant noodles, founder Momofuku Ando, in 1958. Since we entered the U.S. in 1970, our flagship brands, Cup Noodles, and Top Ramen have maintained a firm foothold in U.S. pop culture. We invite you to join Team Nissin to support this legacy of innovation and to deliver noodle happiness to consumers, employees, partners, and the community in a meaningful and sustainable way. Let’s evolve how people think about instant ramen as you discover opportunities for professional growth while being part of this $4 billion global company built from a simple block of noodles. 

Nissin Foods (USA) Co., Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, or sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. As a federal contractor, Nissin Foods participates in the federal government’s E-Verify program, which confirms employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. The E-Verify process may be completed in conjunction with the Form I-9 Employment Eligibility Verification to check the work authorization status of persons who have been offered employment at Nissin Foods. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to www.uscis.gov.  

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request accommodation, contact Nissin Foods (USA) Co., Inc. Human Resources.