Experienced Customer Service Manager – Supply Chain Optimization and Customer Experience
At arenaflex, we're passionate about delivering exceptional customer experiences and driving business growth through innovative supply chain solutions. As a leading global food and beverage company, we're committed to empowering our employees to grow and thrive in a dynamic and inclusive work environment. Join arenaflex and become part of a team that's dedicated to making a positive impact on people's lives. With a rich portfolio of beloved brands, including DiGiorno, Toll House, and Coffee mate, we have a unique opportunity to be there for every moment in our consumers' lives.
About arenaflex
arenaflex is a global leader in the food and beverage industry, with a rich history of innovation and a commitment to excellence. Our inclusive workplace inspires creativity, encourages strategic thinking, and celebrates individual achievements. We're a supportive and collaborative environment that empowers our employees to challenge the status quo, take risks, and pioneer new ideas.
Job Summary
We're seeking an experienced Customer Service Manager to lead our Customer Solution team in driving efficiencies and minimizing waste and complexities in the Order-to-Cash (O2C) process. As a key member of our supply chain team, you'll collaborate closely with cross-functional business partners, the Center of Competence (CoC), and the Center of Scale (CoS) to increase standardization and shareability opportunities.
Key Responsibilities
As a Customer Service Manager, you'll be responsible for:
- Leadership: Manage and oversee all activities performed by the Customer Solution Analysts in the area of Demand Capture, Order Filter, Order Fulfillment, Returns and Refusals, and Billing processes within defined Service Level Agreement (SLA). Lead the Customer Solution team to ensure they provide the highest quality of service to customers as the primary point of contact for customers. Provide guidance on exception and escalation handling.
- Operations: Monitor aging of open orders for exception management and escalation as necessary. Attend meetings addressing issues and insights from customer interaction data as well as escalations initiated by customers or other teams. Participate in cross-stream projects to identify continuous improvement opportunities based on problem-solving and root cause analysis.
- People Development: Coach and develop direct reports, assess their readiness for new roles, and identify individual development plans. Manage performance of direct reports, including regular check-ins and performance evaluations.
Requirements
To be successful in this role, you'll need:
- Education: Undergraduate degree required
- Experience: 5+ years of experience in Supply Chain (e.g., Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning, etc.) or related O2C area
- Skills:
+ Strong leadership skills with proven ability to manage and develop individuals and teams effectively + Strong negotiation and collaboration skills to influence stakeholders at all levels within the organization + Strong project management skills beneficial + Strong and creative problem-solving skills + Excellent written and verbal communication skills + Excellent analytical aptitude with a proven ability to analyze/interpret data + Well-organized, methodical thinker with excellent decision-making skills + Proficiency in Microsoft office applications (e.g., Word, Excel, Outlook) + Proficiency in SAP, BW, and Business Objects preferred + Ability to work in a fast-paced environment and handle multiple priorities + APICS certification (or progress toward certification) beneficial
What We Offer
As a valued member of our team, you'll enjoy:
Competitive compensation and benefits package
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Opportunities for career growth and professional development
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Collaborative and inclusive work environment
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Recognition and rewards for outstanding performance
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Flexible work arrangements and work-life balance
How to Apply
If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive workplace that values and respects individual differences. If you require any special accommodations during the recruitment process, please contact us at [insert contact information].
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