Customer Service Manager-Walmart/Sam’s Club

Position: Customer Service Manager-Walmart/Sam’s Club
Department: Customer Service
Reports To: National Customer Service Manager
Location: Irwindale, CA
Salary Type: Exempt
Pay: 90k

Groupe Bonduelle is a company that is making a positive impact

Groupe Bonduelle is the world leader in ready-to-use plant-rich food. By joining our company you will have an opportunity to make a positive and sustainable impact on yourself, others and the planet. You will play an active part in our mission to inspire the transition toward a plant-rich diet to contribute to people's well-being and planet health.

Groupe Bonduelle Fresh Americas is the U.S. business unit of France based Groupe Bonduelle (BON.PA). We are the first business unit of Groupe Bonduelle to become a Certified B Corporation. We operate three processing facilities throughout the U.S. and employ nearly 3,000 Associates who focus on producing and bringing to market fresh vegetable products, prepared salads and plant-rich meal solutions.

Groupe Bonduelle is a 170 year old French family-owned company that has been at the forefront of plant based food innovations since 1853. Our ready-to-use plant-rich food products are grown on 168,000 acres by our grower partners and marketed in nearly 100 countries. The company currently employees more than 11,000 Associates globally.

Join us at Bonduelle Fresh Americas for an opportunity to advance your career in a culture that places people first and makes contributing to a better future through plant-based food our top priority.

Position Summary:
The Customer Service Manager must have a proven ability to act as a problem solver, and decision-maker. Build collaborative relationships with internal/external customers, exhibit a bias for action to improve systems, train new personnel and enhance customers’ experience. The Ideal candidate must possess strong and professional Customer Service skills including effective verbal and written communications. Assertiveness, positive attitude, initiative, and ability are required to support BFA service standards in a team environment. Must be able to perform and complete duties with minimal to no supervision. The Customer Service Manager must be proficient in analytical tools as the position regularly accesses retailer portals, conducts POS/Inventory analysis, forecasting/demand planning, and reports relevant key metrics. This individual must have the ability to multitask and be flexible, as they may support several different functional teams. The Customer Service Manager must have the ability to understand and value the company’s vision and mission, and be role models who can inspire others.

Primary Duties

• Be the daily primary contact for all customer order activities working in collaboration with all BFA departments to achieve surety supply and meet key performance indicators including On Time in full (OTIF), quality and food safety, and transportation/operational efficiency. Maintain high level knowledge of company/customer products and customer complexity, e.g. ordering patterns, rejections, shipment discrepancies, invoice inaccuracy, trends and promotions. Ability to provide analysis and identify root cause and provide corrective actions to cross functional teams. 35% of Time
• Collaborate with Walmart/Sam’s Club sales team to collect, maintain, analyze and deliver accurate, timely and professional departmental point-of-sale reports on regular cycles (daily, weekly, monthly, quarterly, annually) to support internal integrated business planning (IBP) process. 30% of Time
• Develop productive working relationships with key customer contacts including replenishment, forecasting, and merchandising to align on sales and supply chain initiatives. 20% of Time
• Actively participate, facilitate and coordinate internal and external meetings working closely with cross functional teams to develop improved processes to serve customers’ and business needs. Establish and maintain department processes and procedures and ensure both department and company guidelines are adhered to. Directly accountable for special projects assigned by management as they correlate to career development. Performs other related duties as assigned. 15% of Time

Minimum Qualifications

• Bachelor’s Degree or equivalent to a minimum 5 years experience in supply chain.
• Must possess 3-5 years of strong Customer Service skills.
• Effective communication skills both verbal and written.
• Problem-solving skills and ability to use independent discretion for decision-making.
• Must exhibit professionalism
• Must demonstrate attention to detail and be able to retrieve information in timely manner
• Excellent organizational and analytical skills; ability to take initiative and make fact based decisions
• Strong analytical skills with ability to provide actionable recommendations based on key performance indicators
• Must have experience in JD Edwards or similar order management programs.
• Proficient in typing skills and 10-key experience.
• Ability to be attentive of surroundings and identify opportunities that could impact associate(s), department(s), customer(s) and/or company.
• A proven track record of results with a bias for action.
• Ability to navigate proficiently within Microsoft tools and Google Suite, e.g. Word/Docs, Excel/Sheets, Google Mail, Google Slides, and Hangouts.
• A passion for learning and a desire for continuous improvement.
• Ability to understand and value the company’s vision and mission thereby aligning with the corporate world.
• May require reaching, bending, stooping, moving and lifting 5-40 pounds on a regular basis.
• May require going into the production areas where there is exposure to loud machinery, wet conditions and cold temperatures typically 32 to 40 degrees. Work boots/shoes, warm jacket, lab coats, and any operations areas. Good Manufacturing Practices (GMP) must be followed.
• Ability to work in a fast paced environment and meet daily deadlines.
• Ability to plan and execute assignments to completion with minimal supervision.
• Must be focused and multi-tasked, and deal with frequent disruptions.
• Daily routine is in constant flux and requires ability to adapt to an ever-changing environment.
• Solution bias versus problem oriented.
• Ability to work well within a team environment.
• Serve as a liaison between Customer Service Management and team members.
• Receives and answers, within established guidelines, customer’s questions and concerns.
• On-Call as Required; Holidays as Required.

Desired Qualifications

• Prior produce/CPG industry supply chain experiences a plus.
• Retail Link Experience a plus