Customer Service Manager (Dairy Manufacturing)
Updated: Feb 18
Location: Middleton, WI
Our client is a leading manufacturer of cheese and dairy products based in the Madison, WI area. They are replacing their Customer Service Manager who was recently promoted. This position is responsible for ensuring a customer-centric focus within the Sales Account Coordinator Team to maintain, at-all times, a sense of Customer awareness in regards to their current and evolving needs, service levels, and profitability. While reporting to the Sr. Director of Sales, the role needs to lead, manage, and develop that day-to-day Customer Team while working cross-divisionally with our internal customers in Supply Chain, Operations, Finance, Sustainability, and Quality teams to safeguard our relationships with customers.
The successful candidate will have a data-driven mindset, strong emotional intelligence, be highly involved with the leadership to plan and build customer-centric strategies, a proven track record of building successful teams, a willingness to lead by example and a passion for innovating in customer engagement, adopting new tools, technologies and practices to enhance the customer engagement experience
The essential functions of this job include, but are not limited to:
Work with appropriate stakeholders to develop and implement measurable sales plans including: identifying sales objectives and targets, implementing pricing policy, and considering industry trends which could affect profits and/or inventory levels.
Create and conduct House Account customer business reviews reflecting volumes, marketing spend, samples spend, product specifications, cost saving initiatives and pricing.
Work within the Commercial group to, where possible, grow smaller House Accounts to critical mass or create maximal mutual value to all parties (Customers and Company) for those that would naturally remain small.
Team Building: Recruit, mentor and develop individual Sales Account Coordinators and nurture an environment where they can excel through training, goal setting, ongoing performance metrics, encouragement and empowerment
Innovate in customer engagement: adopting the tools and best practices to deliver continuous improvement in the customer’s perception of the service experience
Data driven: Understand, adopt and use analytics tools to deliver data-driven insights to drive team and individual performance goals and identify trends impacting both the customer experience and the company’s performance
Train the team to be a constant source of customer & market intelligence feedback into the organization, mining the customer relationship for market, product & competitor intelligence to assist the organization in benchmarking and market share growth
Act as a Customer Needs resource for internal departments and functions, third party manufacturers, and any individual or group that can impact the customer experience, to address and resolve enquiries
Monitor and report on market trends and conditions, competitive products and pricing, sales activities of competitors, existing and new product sales potential and other related information as appropriate.
Lead customer service on a variety of issues including: ensure pricing correctly reflects marketing/rebate programs, brokerage, and freight, coordinating customer requests for new products appropriate functions to increase likelihood of successful new product development.
Communicate to appropriate parties, including brokers and internal/external customers, to provide needed information such as company policy updates, price lists, product specifications and sales materials.
Assist food brokers and distributors to become effective representatives of Companies interests in the marketplace.
Receive calls from existing and prospective customers to maintain, increase, or initiate new sales. Be responsive to customer needs and have a keen sense of awareness regarding future opportunities.
Identify and influence key decision-makers within current and prospective customer base to maintain/increase sales of FFUSA products.
Ensure appropriate complaint resolution, which includes working with plants, customer service, and quality group.
Assist in the coordination of master data, packaging, labeling, shipping and strategies for new and existing customers.
Assist in managing outside Streamline business processes and continuously research improvement and optimization for internal/external processes for customers and team members.
Weekend coverage for customer service Team to reduce overtime and optimize fluid movement with planning and transportation team.
Regular and punctual attendance and physical presence in the workplace.
Timely and accurate completion of duties.
Occasional travel for work, 10% to 30% of the time.
Supervise customer service activities to ensure activities support the establishment and maintenance of customer relationships that lead to greater customer satisfaction.
Effectively manage administrative functions and systems related to customer service/supply chain/marketing that may include, order management customer satisfaction systems, pricing, logistics management, plant and third-party warehouse management, export management, accounting, bar code and EDI requests and internal records management.
Report key performance measures related to customer service.
Must have a BA/BS degree in marketing, supply chain or similar degree related to the job Must have at least 5 years of job-related Customer Service experience.
Must have some prior manufacturing experience. Food or Dairy manufacturing is a plus
Must have prior supervisory experience
Must be proactive, well organized and be passionate about supporting Sales
Must have above average communication skills and exceptional customer service skills.
Must have experience coaching and developing team members
Must be able to work with all other departments and be a good troubleshooter
Must be computer literate with ERP/SAP experience
Prefer candidates that have worked with Salesforce and currently reside in the Madison/Middleton, WI area
In return, they will offer competitive compensation, excellent benefits, an amazing work environment and LOTS of opportunity for career advancement. Send resume to email@example.com or call 239-839-2914 for more details.