Shire Jobs

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