Customer Success Manager

Description

About our company:

Bakerly, a happy family-owned company, is proud to be home to one of the fastest growing brands in the US food industry! We are a baked goods manufacturer that places an emphasis on absolutely delicious, premium and authentic recipes that use only the very best ingredients. Our lovely offices located in Miami FL, Easton PA or San Antonio TX will make you feel right at home! 

Please visit our website to learn more about our delicious French crêpes, golden croissants, fluffy pancakes and our large range of outstanding French brioches. 

Bakerly’s Philosophy is simple: “Companies don’t succeed, people do!” so let’s “Work Hard, Play Hard!”

We are looking for a motivated individual who will actively participate in developing and supporting the Customer Success Division within the Supply Chain Department. 

The Role

The Customer Success Manager within the Supply Chain Department plays a vital role in driving customer satisfaction, retention, and growth, while following costs optimization strategies. The Customer Success Manager focuses on delivering exceptional customer service, improving processes, and fostering a customer-centric culture. In this position, the Customer Success Manager is responsible for overseeing National and Food Service accounts. 

Responsibilities: primary functions for this role include, but are not limited to

- Manages a team of Customer Success Coordinator (s)

- In charge of “perfect order” - order management process, ensures accuracy and timeliness in order processing, release, revision, tracking and fulfillment. Collaborates with other Supply Chain divisions to ensure smooth order flow.

- Direct invoicing to client, monitors and acts on clients’ deductions

- Involvement in client set up within Supply Chain, SOP Supply Chain for new clients and update of existing ones

- Proactively monitors and reports on KPIs for National and Food Service accounts such as order lead time, perfect order, invoice accuracy, after sale service level, customer score card etc

- Provides valuable insights into customer preferences, pain points, and expectations within the Supply Chain

- Strong ability to work cross functionally within Supply Chain divisions, Sales, Finance, IT and Business Intelligence

- Direct communication with Clients and Sales 

Reporting: Customer Success Division Manager 

Requirements

- Positive attitude!

- Minimum of 3 years’ experience in Supply Chain Customer Service, including Team Management.

- Strong customer management skills with an ability to relate to customers easily and probe to understand customer challenges

- Excellent written and verbal communication skills

- Excellent attention to detail

- Ability to problem solve and rapidly shift priorities in a fast-paced environment

- Multi-tasker and independent thinker

- Excellent knowledge of Power Point and Excel. Excel level required: able to process large quantities of data using spreadsheets, graphs, data tables, calculations, and automation to produce results

- Experience with ERP system required. Sage X3 is a plus

- Fluent English and Spanish, written and oral. French is a plus

Benefits:

- Amazing company culture - we want to make every customer happy, so we want you to be happy first. We balance freedom with responsibility

- Competitive base salary

- Great career growth opportunity

- Full health, dental and vision plans for you and your family

- 401K

- Paid holidays