Customer Service Manager at City Brewing Co – La Crosse, Wisconsin

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.

Position Summary

The Customer Service Manager leads the Customer Service department and is responsible for overseeing all aspects of customer account management, order fulfillment, and cross-functional execution for City Brewing’s contract manufacturing customers. This role provides strategic direction and day-to-day leadership to ensure high service levels, accurate order processing, effective communication, and continuous improvement. The Customer Service Manager collaborates with internal departments—including Business Development, Production, Logistics, and Warehousing—to ensure that customer expectations are met and exceeded in a fast-paced manufacturing environment.

• Lead and develop the Customer Service team, including the Assistant Customer Service Manager and Account Coordinators, to ensure effective execution of order processing and customer communication.
• Manage hiring, training, performance development, and career growth for all customer service staff.
• Act as the primary escalation point for customer issues and oversee resolution of complex or high-impact matters.
• Lead efforts to improve customer service processes, including automation, systems integration, and documentation standardization.
• Collaborate with Production Scheduling, Business Development, Warehouse, and other departments to ensure alignment of customer expectations with operational capabilities.
• Represent Customer Service department in cross-functional meetings, projects, and strategic initiatives.
• Analyze service performance metrics, customer feedback, and internal processes to identify opportunities for improvement and implement solutions.
• Oversee customer onboarding, including setup of new accounts and wholesalers, ensuring proper documentation, data entry, and communication across teams.
• Ensure inventory monitoring, aged product tracking, and order fulfillment processes are managed effectively and in line with customer requirements.
• Foster a team culture focused on communication, accountability, continuous improvement, and customer advocacy.
• This position description is intended to guide the activities of the Customer Service Manager. It is not intended to limit the thinking and creativity of the person to the work of this function, nor is it intended to describe all the work that may be required of the person in this position.

Qualifications