Manager of Customer Solutions Full Time

Bringing our love of food to families for five generations! Blount Fine Foods is a family-owned and operated manufacturer, marketer, and developer of premium fresh prepared foods. We are an engaging team, bringing restaurant-quality products to America including single-serve grab-n-go fresh soups, mac & cheese, and entrées in grocery stores across the country, as well as for hot bars and restaurants. Help us create the finest food experiences including those with specialty certifications that include organic, gluten-free, and low sodium, among others. Join a proven team for growth, success, and a satisfying career!

Summary

The role of the Senior Manager of Customer Solutions is to provide strategic direction for customer service, manage associates with equitable workload distribution, and oversee order fulfillment, invoice accuracy, and pricing discrepancies. Responsibilities include implementing process improvements, managing inventory levels and stock notifications, handling sales reporting. This role will collaborate with planning, operations, purchasing, and logistics to maintain a 99.25% fill rate, and work with the sales analytics teams to develop reports and prepare management presentations when needed.

Responsibilities

• Provide strategic leadership and direction for the customer solutions team.
• Manage, assign, and balance workloads among Customer Solutions Associates.
• Implement new processes to improve order fulfillment along with processes needed for the Supply Chain team to be successful.
• Oversee order fulfillment, invoice accuracy, and address any business issues or escalated disputes.
• Set and monitor minimum inventory levels for finished goods; proactively manage dated or excess products.
• Notify staff of stock-outs or inventory below minimum thresholds.
• Manage the sales portion of the product cut report and communicate sales/product information to broker networks.
• Collaborate with planning, operations, purchasing, and logistics to achieve a 99.25% fill rate.
• Proactively communicate supply chain issues internally and externally.
• Create and maintain new reports with the Business Intelligence (BI) team.
• Maintain and enhance BI reporting with the Sales Analytical Team.
• Assist in preparing management presentations and strategic planning materials.
• Provide quarterly sales updates for the executive team when needed.
• Work with the Transportation and Corp 3PL Team on our on time delivery to a 95% on time rate.
• Be point person for customer portals – collecting information and troubleshooting issues
• Subject matter expert on CX platform
• Create and maintain SOP’s for CS team

Supervisory Responsibilities

• Directly supervise five employees— The Customer Solutions Representatives and Customer Solutions Specialists
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; performance appraisals; rewarding and disciplining employees; addressing complaints and resolving problems.

Experience/Education:

• Bachelor’s degree (B. A.) from four-year college or university; or 5 plus years related experience and/or training; or equivalent combination of education and experience.
• 3 years proven experience leading, mentoring, and developing teams.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• To perform this job successfully, an individual should have knowledge of Database software; Development software; Manufacturing software; Order processing systems; Spreadsheet software (Excel) and Word Processing software.

Our Total Compensation Package Includes:

• Medical, dental and vision benefits.
• 401k with Company match.
• Paid time off including vacation, sick time and holidays.
• Education Assistance Program.
• Life Insurance and Short-Term Disability.
• Discounts on Blount products at Company retail location.
• Discretionary Annual Bonus Program.