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Tucker

    Director of Customer Operations - Tucker, United States - Rise Baking Company

    Rise Baking Company
    Rise Baking Company Tucker, United States

    1 week ago

    Default job background
    Description
    Job Purpose

    Oversee 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 Functions
    Execute and develop strategies that fulfill the department's vision of "Best in Bakery" customer service
    Own the overall order-to-cash process flow, making improvements or adjustments as the business, customer, or third-party partners require
    Oversee 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 relations
    Develop 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 impact
    Ensure all customer orders are processed with accurate items, quantities, pricing, dates, and other pertinent information
    Lead the customer operations portion of setup, implementation, and conversion of new companies, business units, or plants onto Rise business processes and systems, including ERP implementations
    Ensure 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 trends
    Provide feedback and solutions to the company regarding service failures or customer concerns
    Proactively partner with cross-functional internal teams to discuss and resolve customer service failures/customer concerns promptly
    Work cross-functionally with other departments such as supply chain, operations, and marketing to reduce repeatability of customer-related issues and challenges
    Oversee customer issues and ensure effective and long-term problem resolution; resolve escalated service issues for customers
    Establish performance metrics for customer service representatives including response times and issue resolution
    Develop and implement procedures concerning customer correspondence and the processing of customer complaints
    Monitor programs and procedures to ensure on-time delivery and customer satisfaction
    Continually evaluate company practices to provide fair and consistent service to our customers; act as the voice of the customer across the organization
    Identify and recommend or acquire updates and expansions to technology, equipment, and policies to improve customer service
    Drive better sales and supply chain excellence through service
    Coordinate with supply chain personnel, distributors, and sales associates to improve customer service and business productivity
    Collaborate with sales and marketing team to maximize revenues and customer loyalty
    Maintain in-depth working knowledge of the company's brands, systems, and processes
    Develop, implement, and manage the department's budget
    Stay current on EDI trends and trading partner requirements; ensure team is proactively improving EDI solutions to meet current and future trading partner deadlines
    Support any high-impact customer pricing activities, RFPs, or bids
    Support food safety program, quality standards, and legality of manufactured products
    Perform other job-related duties as assigned
    Qualifications (Education, Experience, Competencies)
    Bachelor's degree in business or similar field
    8+ years of management experience in manufacturing-related industry with significant demonstrated experience in a customer service or related leadership role
    Thorough understanding of Food & Beverage supply chains
    Extensive experience with SAP systems preferred
    Prior experience with CRM systems
    Proficient with Microsoft Office Suite or related software
    Strong strategic and customer focus with a clear understanding of the wider issues impacting relevant markets
    Proven ability to lead by example, build teams, and deliver results
    Excellent communication and negotiation skills
    Excellent interpersonal skills with the ability to motivate performance and resolve conflict
    Strong analytical and problem-solving skills
    Demonstrated ability to develop and maintain key business relationships with internal and external groups
    Ability to work cross-functionally, convey complex issues, and maintain confidentiality
    Ability to organize, manage multiple priorities, and maintain high attention to detail in a fast-paced environment

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