Customer Service Manager

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we help customers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

• Industry-leading health insurance on Day 1!
• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family-owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce

The Customer Success Manager will lead the Customer Service and Distribution Specialists team in Louisville, KY, and Crown Point, IN, providing support and service excellence to all customers, along with internal and external partners. They will manage the daily operations of these teams while meeting all standards of excellence on KPI's, SOP compliance, all while maintaining best-in-class service.

This is a hybrid role requiring onsite presence at the Louisville Distribution Center a minimum of 3 days per week, with up to 25% travel. Flexibility may be required based on customer, business, and team needs. Candidates must reside within commuting distance of Louisville, KY to be considered. Relocation assistance is not available for this role.

• Ensure satisfactory resolutions to customer concerns and inquiries.
• Responsible for Daily Order Management within the Region.
• Develop and maintain effective customer relationships, both internal and external.
• Achieve key metrics and performance indicators of Customer Success. Monitor and review to ensure teams are meeting their targets.
• Support direct reports through scheduled onsite visits and regularly scheduled team and 1:1 meetings through Microsoft Teams;
  Schedule and travel to each market quarterly at minimum to support remote team.
• Drive Team Member development and pathways for future career opportunities and retention.
• Recruit, develop, coach, and mentor their teams to foster an environment where they can excel to produce a "Best in Class" customer experience.
• Participate/Engage as a supporting member of Leadership within the designated Distribution Market Center/s.
• Collaborate with cross-functional teams in both Commercial, Digital, Supply Chain, and other teams to ensure the highest customer experience is being met.
• Support Customer Success Operations in implementing processes to drive continuous improvement and consistency.
• Ensure team utilization and compliance with technology to support internal and external customer activities.
• Oversee all OnBase AP routing, deposit process, credit memo processing, monthly accrual, and all administrative responsibilities locally and regionally.
• Timekeeping support and compliance utilizing ADP Time Workforce Manager.
• Maintain/schedule time-off requests to ensure adequate coverage.
• Additional duties as assigned by leadership

Below are the minimum qualifications to be a fit for this job.

• A High School Diploma or GED is required.
• A bachelor's degree and a minimum of 5 years of Customer Service, Admin, Order-to-Cash, Operations, or similar relevant experience, OR 9 years of relevant experience in lieu of a degree.
• A minimum of 3 years of experience managing and developing a customer service or similar team.
• Experience in a distribution environment and food industry preferred.
• Knowledge or experience utilizing:
  • SAP - required.
  • On Base
  • CRM tools (Salesforce)
  • Payroll Software(s)
• Experience managing conflict in an effective manner that shows an ability to manage expectations of Sales, Customers, and the Business.
• Effectively communicate while delivering an elevated level of professionalism, confidentiality, and discretion.
• Balance the customer's needs along with business goals to develop and execute appropriate corrective action plans.

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the…