Customer Service Manager

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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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Why work for Dawn Foods?

 

PEOPLE.  PRODUCTS. CUSTOMERS.

  

Why should you apply? We invest in you!

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

 

Job Purpose and Overview

The Customer Success Manager will lead teams of both Customer Service and Distribution Service Representatives in our Distribution Market Center/s 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.

  

The Customer Success Manager role is hybrid and will report to the Northeast Distribution Center in Piscataway, New Jersey. A successful candidate for this position will be expected to work on-site at the Northeast Distribution Center location for a minimum of 3 days per week, with minimal travel required.

 

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). 
• Will need to be onsite at the Northeast Distribution Center location at a minimum of 50% of the 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.

 

What Does It Take to be a Customer Success Manager at Dawn Foods?  

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

• High School Diploma or GED is required.  

• Bachelor’s degree or 5 years of relevant work experience  (Customer Service, Admin, Order-to-Cash process, or Operations ) in lieu of a degree.
• Bachelor’s degree preferred.
• Experience in a distribution environment, food service preferred.
• Knowledge or experience utilizing:
  • SAP – required.
  • OnBase
  • CRM tool (Salesforce)
  • Payroll Software
• Experience managing conflict in an effective manner that shows an ability to manage expectations of Sales / Customers / Business.
• Effectively communicate while exercising elevated level of professionalism, confidentiality, and discretion.
• Balance the customer’s needs along with business’ goals to develop and execute appropriate correction action plans.

 

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 w