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Senior Manager, Customer Service

Company: PIM Brands, Inc. (makers of Welch's fruit snacks a
Location: Park Ridge
Posted on: January 6, 2022

Job Description:

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 this.

JOB OVERVIEW
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 roles.
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 reference
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 accordingly.
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 findings.
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 customer programs.
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

Job Requirements:
Requirements/Expectations:
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 professional demeanor.
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 improvements
Remove barriers and seek opportunities to better support and train the staff
Focus on continuous improvement and keep current with product portfolio
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 system
10 years in Customer Service management leadership
Effective Communication skills with senior level and customer interface
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.
Process improvement
Manage processes, accuracy and highly detailed
Data analysis
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 potential customers.
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 professionalism
Support improvements
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 brands.

Benefits include:

- - 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 and desires.
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 employer.

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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