Similar Job Titles: Director of Customer Service; Customer Service Director; Customer Experience DirectorJob PurposeOversee all aspects and strategic direction of the customer operations function including customer service, sales support, pricing support, and EDI. Develop strategic operational objectives, streamline processes, coach employees, build a high performing team, and leverage systems to deliver high service results. Align customer operations activities and initiatives to support and enhance the overall objectives of the organization and customer.Essential FunctionsExecute and develop strategies that fulfill the department's vision of "Best in Bakery" customer serviceOwn the overall order-to-cash process flow, making improvements or adjustments as the business, customer, or third-party partners requireOversee customer service, sales support, pricing support, and EDI teams; provide guidance, coaching, and assistance to achieve high performance; develop staff through performance management, goal setting, training, and effective employee relationsDevelop and drive initiatives to improve customer retention, customer loyalty, satisfaction, and customer experience; prioritize customer initiatives to drive those with the greatest customer and organizational impactEnsure all customer orders are processed with accurate items, quantities, pricing, dates, and other pertinent informationLead the customer operations portion of setup, implementation, and conversion of new companies, business units, or plants onto Rise business processes and systems, including ERP implementationsEnsure systems are in place and utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues; prepare performance reports by collecting, analyzing, and summarizing data and trendsProvide feedback and solutions to the company regarding service failures or customer concernsProactively partner with cross-functional internal teams to discuss and resolve customer service failures/customer concerns promptlyWork cross-functionally with other departments such as supply chain, operations, and marketing to reduce repeatability of customer-related issues and challengesOversee customer issues and ensure effective and long-term problem resolution; resolve escalated service issues for customersEstablish performance metrics for customer service representatives including response times and issue resolutionDevelop and implement procedures concerning customer correspondence and the processing of customer complaintsMonitor programs and procedures to ensure on-time delivery and customer satisfactionContinually evaluate company practices to provide fair and consistent service to our customers; act as the voice of the customer across the organizationIdentify and recommend or acquire updates and expansions to technology, equipment, and policies to improve customer serviceDrive better sales and supply chain excellence through serviceCoordinate with supply chain personnel, distributors, and sales associates to improve customer service and business productivityCollaborate with sales and marketing team to maximize revenues and customer loyaltyMaintain in-depth working knowledge of the company's brands, systems, and processesDevelop, implement, and manage the department's budgetStay current on EDI trends and trading partner requirements; ensure team is proactively improving EDI solutions to meet current and future trading partner deadlinesSupport any high-impact customer pricing activities, RFPs, or bidsSupport food safety program, quality standards, and legality of manufactured productsPerform other job-related duties as assignedQualifications (Education, Experience, Competencies)Bachelor's degree in business or similar field8+ years of management experience in manufacturing-related industry with significant demonstrated experience in a customer service or related leadership roleThorough understanding of Food & Beverage supply chainsExtensive experience with SAP systems preferredPrior experience with CRM systemsProficient with Microsoft Office Suite or related softwareStrong strategic and customer focus with a clear understanding of the wider issues impacting relevant marketsProven ability to lead by example, build teams, and deliver resultsExcellent communication and negotiation skillsExcellent interpersonal skills with the ability to motivate performance and resolve conflictStrong analytical and problem-solving skillsDemonstrated ability to develop and maintain key business relationships with internal and external groupsAbility to work cross-functionally, convey complex issues, and maintain confidentialityAbility to organize, manage multiple priorities, and maintain high attention to detail in a fast-paced environmentRISE123MON123PI272474b3dd3a-25660-34667939
