Customer Service Manager

$85,000 - $100,000/Yr

Aspire Bakeries - Ontario, CA

Full-time - Mid Level

Ontario, CA

About the position

Aspire Bakeries is seeking a Customer Service Manager to lead our customer service department in Ontario, CA. As a North American baking company, we pride ourselves on our leadership position in specialty frozen baked goods, with a commitment to innovation and exceeding customer expectations. The Customer Service Manager will play a crucial role in ensuring our mission of providing world-class customer service is met, in alignment with our Customer Centric Strategy. This position requires a strong focus on developing relationships with key customer contacts and internal sales management, as well as a high-level understanding of our customers' business and goals. In this role, the Customer Service Manager will be responsible for reviewing and approving customer escalations, ensuring the identification of cost-effective resolutions while addressing the underlying causes of issues. The manager will also oversee the training of team members in best practices related to customer service skills, order management, and software usage to maintain a high standard of service. Additionally, the manager will manage the order process for assigned customers, which includes receipt, entry, order confirmation, and shipment verification, while troubleshooting any order or delivery issues that may arise. Collaboration is key in this position, as the Customer Service Manager will work closely with transportation and warehousing teams to proactively address customer shortages and delivery issues. The role also involves planning for seasonal volume swings, which includes forecasting resource needs and acquiring temporary employees as necessary. The manager will have budget and P&L responsibilities, and will be expected to review, design, and implement improved processes or operational policies. Participation in project teams aligned with the company mission and strategic plan is also a key aspect of this role, along with maintaining supportive relationships across various departments such as sales, marketing, logistics, IT, and finance.

Responsibilities

• Ensure our mission of providing world-class customer service to all customers is met based on our Customer Centric Strategy.
• Review and approve customer escalations and ensure identification of the most cost-effective resolution, while addressing the underlying cause.
• Develop relationships with key customer contacts and internal sales management, displaying a high-level understanding of our customer's business and goals.
• Ensure all team members are trained in best practices related to customer service skills, order management, and software to deliver a high standard of customer service.
• Manage the order process for assigned customers, including receipt, entry, order confirmation, and shipment verification of orders, while troubleshooting order/delivery issues.
• Work closely with transportation and warehousing to proactively address customer shortages, delivery issues, and OS&D resolution.
• Work with planning and distribution regarding inventory and transportation issues for suitable resolution and communicate with customers.
• Plan for all aspects of seasonality volume swings resulting in temporary employee requirements, including forecasting volume and resource needs.
• Budget / P&L Responsibility.
• Review, design, and implement improved processes or operational policies.
• Participate in and/or lead project teams as needed or assigned in alignment with the company mission and strategic plan.
• Communicate on an ongoing basis with the Director / DVP regarding key department activities.
• Maintain supportive and positive cross-functional relationships with sales, marketing, logistics, IT, and finance.

Requirements

• College degree preferred, or equivalent coursework and combined work experience.
• Minimum 5 years of successful customer service department management consisting of 5 or more staff members.
• Experience in the food and/or manufacturing environment preferred.
• Highly analytical with an ability to interpret data and translate it into meaningful summaries and action plans.
• Ability to successfully attend to a broad scope of projects while remaining detail-oriented as needed.
• Knowledge of manufacturing supply chain and inventory management principles.
• Knowledge of coaching principles that ensure reception and action by those receiving the direction.
• Proficient in Word, Excel, PowerPoint, SAP or ERP.

Benefits

• Competitive compensation package that recognizes experience, credentials, and education.
• Robust benefits program to meet employee needs.