Senior Manager, Customer Service - KHI

Job Description

Job Purpose

As the Senior Manager of Customer Service for Kraft Heinz Ingredients (KHI), you play a key role for driving customer service excellence and operational efficiency. The position leads a team of Customer Service Associates to build strong customer relationships and deliver seamless order execution, aligned with business objectives and key metrics. Acting as a strategic liaison, you will collaborate with internal teams, supply chain partners, and customers to address challenges, implement supply chain solutions, and deliver mutually beneficial outcomes. You will guide your team in achieving customer service excellence, reducing costs, and driving continuous improvement initiatives. Success in this role requires a proactive problem solver who can develop innovative strategies to enhance customer satisfaction while aligning with broader business goals. You will play a critical role in ensuring KHI remains a trusted partner in the industry by balancing operational efficiency, customer service, and strategic growth opportunities. This role reports to the Head of Kraft Heinz Ingredients and sits on the KHI Leadership Team.

Essential Functions & Responsibilities

· Lead, mentor, and manage a team of Customer Service Associates, fostering a culture of accountability, excellence, and collaboration. Provide ongoing coaching and training to develop skills and capabilities within the team, ensuring a customer-centric approach to service delivery.

· Build and maintain strategic partnerships with customers and distributors, to enhance satisfaction and loyalty.

· Act as a primary liaison between customers and internal departments (GBS Credit/AR, supply chain, logistics, and sales) to ensure seamless communication and issue resolution.

· Anticipate customer needs and proactively develop solutions to improve service levels and deliver value-added initiatives.

· Oversee order management processes from invoice to cash: ensuring accurate and timely processing, prioritization, and fulfillment of orders aligned with SKUs and forecast demand.

· Monitor and analyze key performance metrics such as CFR, ORDD, OTIF, and logistics costs, developing and implementing action plans to achieve business objectives.

· Develop, execute, and refine supply chain product flows, ensuring alignment with customer and business priorities.

· Identify, sell, and implement efficiency programs to reduce expediting needs, minimize extra costs, and optimize supply chain operations.

· Partner with internal stakeholders to deliver cost-saving initiatives while maintaining or improving service quality.

· Lead the resolution of service disruptions, including no-shows, past-due shipments, and order inaccuracies, by coordinating cross-functional teams to address root causes.

· Develop proactive strategies to minimize potential issues continuously improve processes and systems.

· Serve as an escalation point for complex customer concerns, resolving challenges efficiently while maintaining positive relationships.

· Partner with sales and supply chain teams to forecast demand, align priorities, and ensure accurate planning and execution of orders.

· Lead cross-functional meetings to align stakeholders on customer requirements and drive accountability for key deliverables.

· Prepare and present performance reports, trend analyses, and progress updates to leadership and key stakeholders.

· Maintain accurate documentation and records of customer interactions, process changes, and performance metrics.

People Management Responsibilities

· Team (salaried): 6 directs.

Expected Experience & Required Skills

· Bachelor’s degree in business administration, supply chain management, or a related field. Equivalent work experience in lieu of a degree will be considered, depending on the depth and relevance of experience.

· 5 to 7 years of experience in customer service, supply chain management, or account management, preferably within the CPG or foodservice industry. Knowledge of foodservice distribution networks, supply chain complexities, and industry trends is a plus.

· Proven leadership experience, including managing and mentoring teams in a fast-paced, customer-centric environment.

· Proven ability to set clear vision, establish goals, and drive accountability while fostering a positive and inclusive team culture.

· Experience working with large, complex customer accounts, including manufactures, or similar stakeholders.

· Strong track record of driving efficiency programs, operational improvements, and cost reductions.

· Strong ability to understand customer needs and translate them into actionable strategies that drive customer satisfaction and loyalty, resolve issues and negotiate solutions.

· Skills