TreeHouse Foods, Inc.
This role is a supervisory level position responsible for oversight of a customer service team. The Supervisor Customer Service assists in the coordination of information and workflow from Sales and Marketing, Supply Chain, Operations and Information Technology to ensure the team has the necessary information and tools to provide exceptional service to TreeHouse's customers. This role also directly supervises and monitors customer account specialist performance to ensure adherence to company policies as they relate to order fulfillment and service level attainment. Responsibilities:
Directly supervise the daily activities of the Customer Service team; address performance issues as they arise and mentor Customer Account Specialists and Associate Customer Service Analysts to foster growth.
Understand Customer Account Specialist day-to-day processes and functions. Maintain current working knowledge in order to provide desk coverage when business need arises. Develop and coordinate a back-up support strategy.
Serve as initial point of contact for Customer Account Specialists on day to day problem resolution, system issues/understanding, process definition and clarification.
Develop and monitor team and team members' performance against lead time compliance, responsiveness, on time delivery, order fulfillment, invoice accuracy and other department defined goals.
In partnership with Manager Customer Service, establish service targets, recruit and onboard Customer Account Specialists, set individual goals for team members; conduct semi-annual performance and development reviews (PDR's).
Prepare and update training/reference manuals; conduct new employee orientation and training, departmental training on new processes, systems and procedures. Provide or facilitate development and skill set enhancement training for team members.
Participate in acquisition sales order simulation and order to cash acquisition transitions to ensure smooth conversion of entities to TreeHouse processes and operating platform.
Assist in escalated customer supply issues involving supply chain, demand planning and sales departments for collaborative approach on resolution.
Qualifications and Requirements:
Minimum of five years customer service experience and two years in a customer service supervisory role is preferred.
Excellent communication skills, written and oral, for effective interaction with all levels of company.
Ability to think logically, problem solve and grasp concepts and information technology systems quickly.
Ability to work independently without the need for daily direct management.
Excellent organizational skills with ability to meet tight deadlines.
Experience in a manufacturing/food processing environment preferred.
Knowledge of Microsoft Office is required; knowledge of SAP system is preferred.
Possessing leadership skills is preferred.
Travel requirements are as needed to support operational activities at facilities in the US and Canada.
Bachelor's Degree or equivalent work experience in a supervisory role required.
TreeHouse Foods, Inc.
Website : http://www.treehousefoods.com
TreeHouse Foods is dedicated to being a leader in supplying high quality products and services to the private label and food service industries. Our business is based on the following propositions: