Customer Service Manager

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 primary function of this position is to lead Customer Service Associates to deliver reliable, consistent, friendly, accessible and cost-effective service solutions to all customers of the department. Also to develop associates to improve productivity levels across our teams and to ensure individual growth.

KEY ACCOUNTABILITIES/OUTCOMES

Delivering on the GLD's

• Tell associates how they are doing
• Go positive-about the individual
• Clarify what is expected
• Focus on "Fit"
• Coach for solutions
• Go positive-about the organization
• Communicate the big picture
• Create the environment
• Assemble the best
• Commit to our associates

Negotiation

• Leading the Order-to-Cash process through collaboration with customers and associates.

Systems and Application Acumen

• Proficiency in Windows 7 Office Suite, SAP.

Project Management

• Lead cross functional teams to deliver costs and improved service to prioritized customers.
• Develop procedures for coordination of supply chain management with other functional areas, such as sales, marketing, finance, production, or quality assurance.

Process Knowledge

• Leading the Order-to-Cash process through collaboration with customers and associates.
• Develop procedures for coordination of supply chain management with other functional areas, such as sales, marketing, finance, production, or quality assurance.
• Track and communicate operational trends (I.e. caller wait time, abandon
• call rate, associate productivity etc) to direct reports and leadership groups as needed
• Explore and implement technologies and process improvements to maximize operational effectiveness and the customer experience

Supplier Management

• Meet with 3PLs to discuss performance metrics, to provide performance feedback, or to discuss production forecasts or changes.

Customer Service Management

• Assist Customer Service and/ or CRP/VMI Associates in day-to-day process execution and problem resolution
• Leading the Order-to-Cash process through collaboration with customers and associates.
• Deliver the Rich Experience to improve customer relationships by partnering to drive sustainable supply chain efficiencies that result in additional value for both customers and Rich Products.
• Confer with supply chain planners to assist in forecast demand or create supply plans that ensure availability of finished goods.
• Lead and execute performance metrics for measurement, comparison, or evaluation of supply chain factors, such as product cost, quality and delivery requirements.
• Provide direct customer interface between sales team and distribution centers.
• Deliver improved service and costs through focused continuous improvement initiatives.

Inventory Management

• Confer with supply chain planners to assist in forecast demand or create supply plans that ensure availability of finished goods.

Data and Financial Analysis

• Lead and execute performance metrics for measurement, comparison, or evaluation of supply chain factors, such as product cost, quality and delivery requirements.
• Accountable to audit and approve storage and handling invoices.

Supply Chain Acumen

• Deliver the Rich Experience to improve customer relationships by partnering to drive sustainable supply chain efficiencies that result in additional value for both customers and Rich Products.

Strategic Sourcing Process

• Lead and execute performance metrics for measurement, comparison, or evaluation of supply chain factors, such as product cost, quality and delivery requirements.

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KNOWLEDGE/SKILLS/EXPERIENCE

• Bachelor's degree in business, logistics or related field with 5+ years of customer service or related experience
• 3+ years in management preferred
• MBA preferred
• Demonstrated basic analytical ability
• Demonstrated ability to identify strategic needs, use independent judgment, creativity in problem solving, set and manage priorities, and flexibility in a variety of team situations
• Strong written, interpersonal and presentation skills
• Demonstrated experience leading teams through coaching, mentoring and training
• Demonstrated ability to develop and execute continuous improvement activities and work with diverse teams to achieve results
• Strong project management skills

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.