Customer Service Lead

Rich's, also known as Rich Products Corporation, is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in-store bakery, deli, and prepared foods, among others. Working in 100 locations globally, with annual sales exceeding $4 billion, Rich's is a global leader with a focus on everything that family makes possible. Rich's®-Infinite Possibilities. One Family.

PURPOSE STATEMENT

The Customer Service Lead role is an experienced customer service representative who leverages broader supply chain knowledge to provide tactical solutions for high profile customers. They will serve as a coach to the customer service team, providing daily support on decisions, training and guidance for the customer service systems and best practices. They are responsible for tactical decision making where they balance costs with delivering the Rich Experience. This role will drive O2C process compliance and assist with governance. They are responsible for driving improved performance of the team and ensuring that Order to Cash processes are upheld. Lastly, they will be system super users.

KEY ACCOUNTABILITIES/OUTCOMES

• 10 % - Drive consistent best practices in the team for order management to deliver the Rich Experience
• 50% - Responsible for the Order management of Strategic Customers - R2 Customer Account assignments
• 10% - Coach and mentor team to drive compliance off new O2C processes & systems and develop effective solutions
• 5% - Collaborate across the supply chain to make balanced business decisions
  • Work with CSR's on exception mgmt. process
  • Expedited
  • Order changes
  • Ship-to overrides/opportunistic POM's
• 10% - CRM /SAP super users - train as needed on new functionality and existing capabilities
• 5% - Point person for special projects (LTO's, Recalls, Allocation)
• 10% - Report, communicate and drive improvements on key process and performance metrics
  • Collaborate with Analyst and CSRs on Root Cause Analysis and corrective actions

KNOWLEDGE/SKILLS/EXPERIENCE

• BS Degree in Supply Chain, Business or related field.
• 3 to 5 years of customer service experience in a manufacturing environment
• Strong communication skills
• Strong influencing skills - ability to influence peers, customer and sales
• Financial, system & supply chain acumen
• Logical/Informed decision making - ability to balance costs with delivering Rich Experience
• Ability to collaborate across the supply chain
• Strong relationship builder
• Positive, upbeat, resilient, customer focused, continuous learner

Rich Products Corporation, its subsidiaries and affiliates ("Rich's"), are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, gender identity, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich's. Please contact Rich's Human Resources department at [email protected] if you need assistance completing this application or to otherwise participate in the application process.