Customer Account Services Supervisor

Shearer's is a leading contract manufacturer and private label supplier in the snack industry in North America. Headquartered in Massillon, Ohio, Shearer's has 17 state-of-the-art, geographically diverse manufacturing facilities in Ohio, Texas, Arkansas, Arizona, Minnesota, Pennsylvania,  Virginia, Iowa, Ontario and Alberta, Canada, including one of the industry's first Leadership in Energy and Environmental Design platinum LEED certified facilities in Massillon, Ohio. The Company is known for producing the highest quality snacks in assorted flavors and sizes, including kettle cooked potato chips, traditional potato chips, tortilla chips, cheese curls and other extruded snacks, and corn chips, as well as cookies, crackers, and wafers.

Customer Account Services Supervisor

Massillon, Ohio (Hybrid schedule)

Role Contribution Level 3 

 

Customer Account Services Supervisor will be responsible for managing customers’ orders and resolving any service concerns as well as managing their direct reports.  The Customer Account Services Supervisor must maintain a high level of professionalism and represent Shearer’s in the best possible light.

Your Seat at the Table:

• Monitor customer orders to ensure timely shipment from our warehouses to their final destination.
• Work with internal cross-functional teams to resolve challenges to support on time and full order shipments.
• Demonstrate strong leadership skills and ability to handle difficult situations while maintaining company values.
• Manage finished goods obsolescence with target reduction goals YOY by working with customers and sales to consume on hand product.
• Managing customer revisions, transportation routing, and general data within the customers portal including the world’s largest retail company
• Investigate, review, and approve or deny customer deductions based on your findings.
• Authority to approve additional freight cost to expedite raw materials or finished goods to meet customers’ demands.
• Support new product launches by working with cross functional teams to eliminate obstacles.
• Provide SKU discontinuation recommendations to sales for accounts that you manage based on demand, MOQ’s, margins.
• Give recommendations on potential network optimization for your customers based on need and logistic locations.
• Support end of life and part transitions by working with customers to minimize obsolescence while managing service levels.
• Manage all SOPs for customer service functions and utilized systems and create new ones as needed.
• Supervise ROTIF tracking and customer fulfillment weekly for your direct reports and generate same for your customers.
• Compile weekly shipment dollar projections and cascade it to the executive leadership team.
• Work cross functionally with sales and represent Shearer’s by leading or participating on customer calls or meetings to present and discuss service opportunities, new projects, etc.
• Responsible for managing vacation schedules for the Customer Service team to ensure adequate coverage to properly service customer’s needs.
• Compose and supervise the submission of holiday schedule letters to each customer 4 weeks prior to the event.
• Create, manage, and train backup support throughout the Customer Service team to include 2nd and 3rd backups.
• Participate in new hire process along with the Customer Service Director and Talent Acquisition team.
• Create a two-week onboarding plan including training and internal cross functional team introductions for each new Customer Service team member.
• Collaborate on TMS performance goals and development planning for the Customer Service team.
• Conduct weekly 1:1’s and quarterly goals and development meetings with each direct report to ensure their development and that their goals are achieved.
• Participate in yearly reviews with each direct report including annual compensation input.
• Travel to attend offsite meetings and in person quarterly reviews with your customers and the responsible salesperson or as needed.

What you Bring to the Table:

• Minimum three years of experience required, preferably in customer service and or supply chain.
• Bachelor’s degree in supply chain, operations, or related field preferred.  A combination of education and experience will be considered in lieu of degree.
• Ability to manage both internal and external customers.
• Able to adapt and manage through change.
• Strong leadership and communication skills
• Ability to juggle multiple projects and shifting priorities in an organized manner to meet deadlines.
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