Manager, Customer Solutions
Broomfield (Boulder) Logistics
Job description
Danone North America is the largest Benefit Corporation in the world. Our mission is to bring health through food to as many people as possible.
Danone North America is looking for a Manager, Customer Solutions in Broomfield.
The Customer Solutions Manager provides leadership, managerial support and direction for the Customer Solutions department, which includes, but not limited to: Directing all aspects of the order to delivery processing; anticipates conflicting needs of the team, organization and customers while prioritizing and framing work and process flow accordingly; actively requests feedback and cross-functionally collaborate, maximizing resources for optimal outcomes/solutions/results.
RESPONSIBILITIES:
· Investigates and performs root cause analysis, facilitates issue resolution supporting best in class customer service through: efficient sales order processing, transportation planning, on-time delivery facilitation, and accurate invoice processing
· Initiates and manages communications to key stakeholders (issues, resolve and next steps) throughout the resolution process
· Manages and mitigates wide-scale service disruptions through cross-functional partnership (Brand Teams, Sales, Plants, Quality, Production Planning, Distribution, Trade Accounting) to prioritize customers
· Team management: Effectively recruits, hires, develops, coaches, and mentors team to meet/exceed business' ongoing needs while instilling organizational core values in support of Company's Vision and Mission
· Plans, instructs, monitors, guides, and evaluates individual team member as well as departmental performances
· Motivates team by actively listening, encouraging, rewarding and recognizing exemplary efforts. Upholds high integrity and professionalism through leading by examples
· Continuous Improvements: Develops, recommends and implements process improvements, streamlining overall departmental workflow
· Participates in/leads and implements special projects in support of organizational programs, productivity, supply chain efficiency and value or service delivery.
· Participates in the development of transportation processes to maximize operational efficiencies, adding value to process improvements
· Initiates/maintains customer scorecards as well as Service Level Analysis insuring expectations alignment; attends on-site customer meetings to enhance service levels and business relationships/partnerships
· Regularly monitors overall customer service level, develop/generate reports (routine & adhoc) to better evaluate performances against KPIs (internally and externally)
· Develops and updates documentation (in support of customer service and order to delivery process) and training
Education:
Required Degree: Bachelors degree required.
Work Experience:
2-3 years experience as a people manager
Other:
Occasional travel (estimate 6 – 8 trips/annually)
Functional Competencies needed (specific to job):
· 5+ years of Customer Service and/or Logistics experience preferable with CPG or retail perishable items
· Preferred experience in SAP OTC, consumer packaged goods (CPG): perishable items preferred, supply chain, VMI, EDI, TMS, International
· Proficient with MS Office - Excel, PowerPoint, Word
Danone North America is a Certified B Corporation business unit of Danone and operates in the U.S. from headquarter offices in White Plains, NY and Broomfield, CO. For more information, please visit DanoneNorthAmerica.com .
Danone North America is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic or any other unlawful criterion.
http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf