Senior Manager, Customer Service
Company: PIM Brands, Inc. (makers of Welch's fruit snacks a
Location: Park Ridge
Posted on: January 6, 2022
About PIM Brands, Inc.:
We are one of North America's premier makers of fruit snacks,
confections and other treats. Ranked amongst the top 50 on Candy
Industry Magazine's "Global Top 100" confectionery companies in the
world PIM Brands. has also been named as one of the fastest growing
CPG companies in the US by The Boston Consulting Group and IRI, for
the fourth time in six years to receive this recognition.
At PIM Brands our goal is simple: We delight consumers with
delicious, high quality snacks and confections. Our commitment is
to develop, manufacture and market the highest quality products in
a responsible, ethical and transparent manner. We put consumers at
the core of what we do and are continually looking to improve our
people, knowledge, processes and technologies to accomplish
The Senior Manager Customer Service is tasked with fostering a
productive environment within a customer facing team. The manager
will oversee the performance of a team of employees to ensure their
team is keeping pace with service levels and demands. They are
responsible for delivering a high-quality customer service
experience. They organize and motivate support specialists, manage
incoming order volume, and communicate customer behavioral trends
to other departments. After hiring, managers ensure that new
representatives are properly trained and are equipped with all the
tools they need to be successful. They're in charge of assigning
required trainings and helping new hires adjust into their new
Provide support and enhance the lines of communication to CSRs so
they can best service the customer and PIM Brands organization
every day. Goal is to improve customer service experience, create
engaged customers and facilitate organic growth. Foster the team to
take ownership of customers issues and follow problems through to
resolution. Manage and develop 2 layers of organization A. Sales
Support Service team that interfaces with our core accounts; high
growth, high volume and high visibility, both internally and
externally; B. Team of Customer Service Manager and Representatives
and their Daily Order Management responsibility of our supplemental
and non-traditional markets, and high value, legacy accounts.
Duties Maintain an organization of orderly files and
informational/training documents on the server for easy
Establish and maintain high performance levels across all CSRs,
know when to step in with Sales Support leads
Instill an attitude of customer advocacy, customer communication
and engagement at the highest level. Launch a Customer Fulfillment
(Customer Service Level %) and OTIF metric based programs for
supply chain organization to improve/mitigate/manage.
Continuous improvement in order management. Instill questions and
review processes/practices and make recommendations
Assist with the development and implementation of service policies
and explaining these to staff and customers. Comprehension of each
customer supplier agreement and new adaptations to keep team posted
on improved changes.
Assess service statistics and prepare detailed reports on your
Stay informed on industry standards techniques and methods
Support set up and implementation of new accounts with goal of
Right, First Time mentality
Prepare weekly recaps on order volumes, shipments and trends.
Develop teams below to develop customer scorecards and KPIs per
Ability to interface at senior level effective communication to
internal Sales Executive leadership and Customer clients
Ability to work with supply chain x-function and logistics team to
advance and mitigate fines/deductions with customer base.
Year-over-Year improvements with financial metrics
Flexible and mobile be able to interface with all departments; i.e.
production, warehouse, marketing, and finance and keep the CSRs
engaged in all areas
Have strong organizational skills and attention to details, pass
along training tips and keep CSRs knowledge base up to date
Be able to listen effectively and communicate with directors and
VPs about ongoing projects
Maintain a sense control, and knowledge about the CSRs functions,
and always manage employees attitude by putting forth a
Set goals for each team member and check progress
Deal with employee issues
Step in to assist with serious, consequential customer issues
Remove roadblocks through technology when and where it is
available. And where necessary, lead new use of technology for
Remove barriers and seek opportunities to better support and train
Focus on continuous improvement and keep current with product
Lead on Walmart and other Mass accounts, Retail Link, etc.
Monitor Data sync to ensure compliance
Work in tandem with CS manager to document all processes in ERP
10 years in Customer Service management leadership
Effective Communication skills with senior level and customer
Proficient in all Microsoft applications
Have general knowledge of EDI systems.
Have a general understanding of the business tools and terminology
within the consumer products industry.
Manage processes, accuracy and highly detailed
Critical thinking problem solving skills
Confidence in own judgment and ability to make good decisions
Be able to explain policies and procedures while researching and
assembling information from a variety of internal sources in order
to assist in responding to inquiries from established and new
Have investigative skills and be able to follow-through on
commitments to customers and brokers as well.
Possess, maintain and set high standards and strong
What We Offer:
We invite you to come and build a SWEET career at PIM Brands. Our
entrepreneurial environment is perfect for action-oriented
individuals who enjoy a non-bureaucratic structure. Make an
immediate and lasting impact while helping to grow our iconic
- - Medical, prescription drug, dental, vision care, flexible
spending accounts for you and your dependents
- - Company matching 401(k) plan
- - Life Insurance and Long-Term Disability Insurance
- - Generous paid time-off including sick/personal days, vacation,
and company holidays
- - Wellness Programs
- - Scholarship Program
- - Commuter Plan
Our Key Principles:
Put Consumers First: - Understand consumers and address their needs
Accessible: We strive to make our brands available in traditional
retail and online - anywhere consumers want to find them.
Transparency:Be open and honest about our products, ingredients,
how we make them and label them.
Responsibility:We do not advertise on any media outlets aimed at
children under age 13 and have signed an industry commitment to
abide by this standard.
Community: We partner with local and national organizations on
strategic initiatives to help our communities thrive.
Fun and Goodness:At the end of the day, we make snacks and treats
that bring joy and goodness to peoples' lives.
Life at PIM Brands:
We are a privately held mid-sized, global company with limited
bureaucracy, committed to investing in the business.
Be part of a fast-paced environment that provides challenging
opportunities to learn and grow your career. We recognize and
reward achievement and foster great teamwork through collaborative
and strong relationships with colleagues.
Enjoy your work and be part of a fun team and industry.
PIM Brands is an equal opportunity employer, and an e-verify
Keywords: PIM Brands, Inc. (makers of Welch's fruit snacks a, Tenafly , Senior Manager, Customer Service, Executive , Park Ridge, New Jersey
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