Senior Customer Support Specialist

Lyons Magnus leads the food industry with creativity and innovation, crafting top-quality products across all manufacturing phases, from raw materials to marketing. With over 2000 diverse items for industrial ingredient and food service sectors, Lyons caters to leading restaurant chains nationally and internationally.

At Lyons, our diverse and talented staff is the heart of our organization. We foster a thriving work environment where employees are engaged in shaping both the company's and their own future.

The Sr. Customer Support Specialist is a senior-level, customer-facing professional responsible for managing high-value customer relationships, leading complex issue resolution, and driving cross-functional alignment to deliver exceptional service outcomes. This role serves as a strategic partner to Sales, Operations, and Supply Chain, owning the end-to-end customer experience for assigned accounts while identifying opportunities to improve processes, enhance service levels, and support business growth.

This position acts as a subject matter expert within the Customer Support team, providing guidance on complex customer scenarios, supporting continuous improvement efforts, and influencing decisions that impact customer satisfaction and operational performance.

Pay Range: $71,000 – $90,000 per year
Hours: 8:00 AM – 5:00 PM
Schedule: Monday – Friday
Location: Fresno, CA
Travel Requirements: Up to 25%
Work Environment: In-office

Customer & Account Ownership

• Own and manage a portfolio of high-value and strategic customer accounts, ensuring consistent delivery of service excellence
• Serve as the primary point of contact for assigned customers, including customer leadership teams
• Drive customer satisfaction, retention, and long-term relationship success
• Proactively identify risks to service performance and implement solutions to mitigate impact

Order Lifecycle & Execution Oversight

• Oversee the end-to-end order lifecycle (inquiry, order entry, fulfillment, delivery, and follow-up) to ensure accuracy and timeliness
• Align customer expectations with internal capabilities, ensuring delivery commitments are met
• Proactively manage order changes, delays, and escalations to minimize disruption to customers
• Monitor shipment status, production timelines, and inventory availability to ensure reliable execution

Complex Issue Resolution & Escalations

• Lead resolution of complex, high-impact customer issues and escalations
• Coordinate cross-functional teams (Operations, Supply Chain, Finance, Quality, Regulatory) to drive timely and effective solutions
• Act as escalation point for challenging customer situations within the team
• Ensure root cause analysis is performed, and corrective actions are implemented to prevent recurrence

Cross-Functional Leadership & Collaboration

• Lead cross-functional coordination to support customer needs and business priorities
• Partner closely with Sales Account Executives to support revenue goals, account strategies, and customer growth initiatives
• Influence internal stakeholders to drive alignment on priorities, timelines, and customer commitments
• Represent the voice of the customer in internal discussions and decision-making

Data, Reporting & Continuous Improvement

• Analyze customer trends, service performance, inventory, and order data to identify risks and improvement opportunities
• Provide insights and recommendations to improve processes, service delivery, and customer experience
• Develop and maintain reporting for key accounts, including inventory, production, and service metrics
• Support and lead initiatives to improve efficiency, reduce errors, and optimize workflow

Team Leadership & Mentorship

• Serve as a subject matter expert and resource for Customer Support team members
• Provide guidance and mentorship on complex processes, systems, and customer scenarios
• Share best practices and contribute to team development and knowledge sharing
• Support training and onboarding of new team members

Knowledge, Skills and Abilities:

• Strong customer focus with demonstrated ownership of outcomes
• Advanced problem-solving and decision-making skills in complex situations
• Ability to influence cross-functional teams and drive alignment
• Strong analytical skills with ability to interpret data and translate insights into action
• Professional communication skills with confidence engaging across all levels, including senior leadership
• Ability to manage multiple priorities in a fast-paced environment
• High level of accountability, initiative, and attention to detail
• Strong collaboration and relationship-building skills

Education and/or Experience:

• Bachelor's degree in business administration, Project Management, Operations, or related field. (preferred)
• 5+ years of experience in Customer Service, Customer Support, or related function
• 3+ years of experience in foodservice distribution or manufacturing environment
• Experience working with ERP and CRM systems (Dynamics AX preferred)