Customer Service Manager

at  Dawn Foods

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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.
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PHYSICAL DEMANDS & WORK ENVIRONMENT

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 essential functions.

• Ability to work in professional office environment, or effectively work from home.
• Will be expected to work onsite at a minimum of 50% of the time with minimal travel.
• The employee must regularly lift and/or move up to 25 pounds and frequently lift and/or move 25 pounds.
• Note: The level of physical effort may vary from site to site and in some cases be greater or lesser than documented here.

Note: The level of physical effort may vary from site to site and in some cases be greater or lesser than documented here.
If this sounds like the opportunity that you have been looking for, please click “Apply.”

JOB PURPOSE AND OVERVIEW

The Customer Success Manager will lead the Customer Service and Distribution Specialists teams in both Louisville and Kansas City, providing support and service excellence to all customers internal and external. 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.
Hybrid: Candidate must be local to the Louisville DC to be considered for this role. The Customer Success Manager is expected to work on-site at the Louisville distribution center for a minimum of 3 days per week, with travel required to the Kansas City DC quarterly.

WHAT WILL YOU DO AS A CUSTOMER SUCCESS MANAGER AT DAWN FOODS?

• Ensure satisfactory resolutions on 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 (if applicable). Need to be onsite at ‘home’ location 50%+ of time.
• 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 in to produce a “Best in Class” customer experience.
• Participate/Engage as supporting member of Leadership within the designated Distribution Market Center/s.
• Collaborate with cross functional teams in both Commercial, Digital and Supply Chain to ensure highest customer experience is being met.
• Support Customer Success Operations in implementing processes to drive continuous improvement and consistency.
• Ensure team utilization and compliance of 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.

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 essential functions.

• Ability to work in professional office environment, or effectively work from home.
• Will be expected to work onsite at a minimum of 50% of the time with minimal travel.
• The employee must regularly lift and/or move up to 25 pounds and frequently lift and/or move 25 pounds.
• Note: The level of physical effort may vary from site to site and in some cases be greater or lesser than documented here