Customer Collaboration Manager

Do you love snacks? Are you looking to join an ever evolving and rapidly growing team? PIM Brands might just be exactly what you’re looking for!

At PIM, We Make The Brands You Love®. Our portfolio of products, from Welch’s® Fruit Snacks to Sun-Maid® Chocolate Raisins and Sour Jacks® Sour Candies are enjoyed by millions of consumers every day. And when it comes to careers, we seek talented, results-oriented individuals who want to play a part in building amazing brands and products while working in a collaborative, dynamic, and fast-paced office environment. At PIM, you can make an immediate and lasting contribution to help grow iconic snack and confectionery brands, no matter your area of expertise.

We are looking for a Customer Collaboration Manager interested in starting a SWEET career as part of our Customer Service team at PIM’s Park Ridge site in New Jersey.

As a Customer Collaboration Manager, you will foster a productive environment within a customer-facing team. You’ll oversee the performance of your team to ensure they meet market demands and deliver high-quality customer service. Your responsibilities include managing incoming order volume, organizing and motivating support specialists, and communicating customer behavioral trends to other departments. After hiring, you will ensure that new specialists are properly trained and equipped for success, organizing training and helping them adjust to their new roles.

Key Responsibilities:

• Maintain an organized system of records, informational, and training documents on the server for easy reference.
• Establish and maintain high performance across all areas, collaborating with Sales Support leads when necessary.
• Instill an attitude of customer advocacy and engagement. Launch a Customer Fulfillment program (Customer Service Level %) and OTIF metric-based programs to improve the supply chain organization.
• Drive continuous improvement in order management, review processes, and make recommendations.
• Assist in developing and implementing service policies; explain these to staff and customers.
• Assess service statistics and provide reports on findings.
• Stay informed on industry standards, techniques, and methods.
• Oversee the setup and implementation of new accounts with a “Right, First Time” mentality.
• Prepare weekly recaps on order volumes, shipments, and trends.
• Interface with senior-level internal Sales Executives and Customer clients.
• Collaborate with the supply chain team to mitigate fines/deductions with customers and achieve year-over-year improvements in financial metrics.

• Minimum of 5 years in customer service management or leadership roles.
• Effective communication skills for interfacing with senior leadership and customers.
• Proficiency in Microsoft applications.
• General knowledge of EDI systems.
• Exposure to SAP/S4 HANA preferred.
• Strong understanding of consumer products industry terminology and tools.
• Process improvement experience.
• Highly detailed and accurate in managing processes.
• Strong data analysis, critical thinking, and problem-solving skills.
• Ability to make sound decisions and explain policies/procedures.
• Investigative skills with follow-through on customer and broker commitments.
• Professionalism and the ability to maintain high standards.
• Support for continuous improvements.

<