Customer Service Manager - Alternate Distribution Channels

PRINCIPAL ROLES and RESPONSIBILITIES
Develop a warehouse customer service department from inception to fruition.
Provide world class customer service with minimal staff
Determine staffing needs of the new department and hire appropriate personnel to fill those needs.
Develop strong relationships with all warehouse customers with a keen focus on providing exceptional service to meet their needs.
Work with Shared Services, IT and Bakeries to develop and implement automated warehouse support systems for ordering, inventory tracking, and invoicing to replace current manual operations.
Responsible for overseeing the end-to-end execution of a customer’ s order to invoice issuance and resolving any issues that may arise. This includes receiving orders, processing orders to the correct bakery, validating that orders ship timely and accurately, generating accurate invoices, and promptly and courteously handling all customer inquiries.
Manage and develop the replenishment forecast by working with 3rd Party Logistics suppliers and communicate replenishment needs to the appropriate bakery.
Measure and report results regularly through IBC sales tracking systems. Conduct analysis on actual results vs. targets and provide recommendations to improve processes.
Manage all customer complaints and effectively resolve conflicts.
Provide relevant information to prospective customers about the Dolly Madison Direct product offering.
REQUIREMENTS
JOB SPECIFICATIONS
Education and/or on-the-job experience needed
Bachelor’s degree in a business discipline required
3+ years supervision/management experience required
2+ years work experience managing a customer service department or operation required
Industry-specific knowledge, skills & abilities needed
Knowledge of EDI preferred
Functional/Job-Related knowledge, skills & abilities needed
Personal Computer Skills – Proficient in utilizing Excel Spreadsheets, Word, Outlook, Power Point.
Work Planning, Organization and Execution – Effective planning, follow-up and organizational skills; ability to meet multiple deadlines.
Problem Identification & Resolution – Identify issues (ordering the correct amount, lost orders in our system, late deliveries) and resolving them in a timely manner.
Forecasting & Budget Planning – Knowledge and skills relating to the principles of forecasting and budgeting functions.
Strategic & Tactical Planning – Develop effective strategic plans that define and drive organization’s long term direction, objectives, and ultimately, drive company success.
Data Gathering & Analysis – Collect, organize and use relevant information efficiently and effectively
Management experience needed
Supervisory experience required
Program Management – Plan, manage, and complete projects in a productive, timely and cost effective manner.
Interpersonal knowledge, skills & abilities needed
Detail Orientation – Close attention to detail required.
Oral & Written Communication – Ability to communicate (both written and oral) with various levels of the organization.
Work Planning, Organization, and Execution – Excellent organization, follow up and time management skills.
Customer Service Orientation – Knowledge, understanding and application of the processes used to provide quality service to customers at all points of interface
Team Dynamics - Contributing to team development and performance to achieve a goal
Business Relationships – Ability to determine IBC's offerings that match a stakeholder’s business needs
IBC-specific knowledge/experience needed
General understanding of IBC business practices and challenges is a plus.