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Supervisor, Customer Service 1

City & State: 

Northlake, IL, US, 60164

60164
Job Category:  Customer Support
60164

ARYZTA is a global baking company with a Passion for Good Food. We provide our retail and foodservice customers with a portfolio of bakery solutions so they can deliver memorable, delicious food to consumers. With operations in the United States, Canada, South America, Europe, Asia, Australia and New Zealand, ARYZTA has become a global leader in the baked goods industry and one of the largest specialty bakery companies in the world. Our leading bakery brands in North America include La Brea Bakery®, Otis Spunkmeyer®, and Oakrun Farm Bakery®. We have 58 state-of-the-art bakeries and kitchens around the globe, with 20 of those in North America, and are committed to driving innovation, predicting upcoming consumer trends and flavors, and exceeding our customers’ expectations. The Americas team champions the values of Integrity, Ownership, Customer Focus, Creativity and Care to help us deliver on People Safety, Food Safety, Quality and Collaboration.

 

 

 

Summary

This position reports to the Customer Service Manager/Director. The Customer Service Supervisor has a significant role in partnering with and ensuring the long-term success with their portfolio of assigned customers. This position will also connect with key internal stakeholders to delivery an exceptional customer experience on behalf of the company. The qualified candidate has exceptional interpersonal follow-through and analytical skills.  In addition, an ability to manage multiple priorities while meeting deadlines in a fast paced environment

 

JOB RESPONSIBILITIES

  • Ensure our mission of providing world-class customer service to assigned customers is met based on our Customer Centric Strategy.
  • Passionately build and maintain strong, long-lasting customer relationships.
  • Key contact to distributor purchasing contacts.
  • Review and approve customer escalations and ensure identification of most cost effective resolution, while addressing underlying cause. 
  • Develop trusted advisor relationships with key customer contacts, sales management and internal team members. 
  • Ensure timely and successful delivery of solutions according to customer needs and objectives.
  • Identify and grow opportunities with portfolio of assigned customers to facilitate sales growth.
  • Follow best practices related to customer service skills, order management and software.
  • Communicate clearly the progress of initiatives on an ongoing basis with management.
  • Manage the order process for assigned customers (order process entails receipt, entry, order confirmation and shipment verification of orders, including troubleshooting order/delivery issues).
  • Work closely with transportation and warehousing to proactively address customer shortage, delivery issues and OS&D resolution (assist in obtaining customer appointments as needed).
  • Work with planning and distribution regarding inventory and transportation issues for a suitable resolution and communicate to customer.
  • Interact with warehouse customer service contacts to facilitate order fulfillment.
  • Work closely with accounts receivable to manage customer deductions in a timely manner resulting in resolution and permanent solutions to avoid additional deductions where applicable.  Invoice corrections on pricing and pick-up allowance.
  • Work with Channel Directors, Regional Sales Managers and field sales to collaboratively address customer needs.
  • Filing and maintaining customer files.
  • Research and coordinate product returns and quality issues.
  • Review and address daily KPI Reports.
  • Answer and respond to incoming calls and emails in a timely manner.
  • Effectively handle customer escalations and identify root cause and section items to reduce and/or eliminate customer issues.
  • Meet established KPI’s
  • Ad hoc projects as requested.

 

REQUIREMENTS

  • Minimum 5 years successful Customer Service Account Management.
  • Highly analytical with an ability to interpret data and translate into meaningful summaries and action plans.
  • Ability to successfully attend to a broad scope of projects while remaining detail oriented as needed.
  • Experience in delivering client-focused solutions based on customer needs and requirements
  • Possess exceptional written and oral communication skills
  • Team player who is also able to work independently with little supervision
  • Knowledge of manufacturing supply chain and inventory management principles.
  • Proficient in Word, Excel, PowerPoint & SAP. 
  • Experience in the food and/or manufacturing environment preferred.
  • College degree preferred, or equivalent coursework and combined work experience.

 

 

 

 

ARYZTA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.