Customer Service Supervisor

Aspire Bakeries is a North American baking company with a leadership position in specialty frozen baked goods. Formed from leading bakery companies, its innovative food portfolio includes breads, artisan breads, buns, cookies, donuts, muffins and pastries from beloved brands like La Brea Bakery®, Otis Spunkmeyer®, and Oakrun Farm Bakery®. With 14 bakeries in North America, we are committed to driving innovation, predicting upcoming consumer trends and flavors, and exceeding our customers’ expectations. Aspire Bakeries champions the values of Integrity, Ownership, Customer Focus, Creativity and Care to help us deliver on People Safety, Food Safety, Quality and Collaboration.

This position reports to the Customer Service Manager/Director. The Customer Service Supervisor has a significant role in partnering with and ensuring the long-term success of their portfolio of assigned customers. This position will also connect with key internal stakeholders to deliver an exceptional customer experience on behalf of the company. The qualified candidate has exceptional interpersonal follow-through and analytical skills.  In addition, the ability to manage multiple priorities while meeting deadlines in a fast-paced environment

Responsibilities:

• Ensure our mission of providing world-class customer service to assigned customers is met based on our Customer Centric Strategy.

• Passionately build and maintain strong, long-lasting customer relationships.

• Key contact to distributor purchasing contacts.
• Develop trusted advisor relationships with key customer contacts, sales management, and internal team members. 
• Ensure timely and successful delivery of solutions according to customer needs and objectives.
• Identify and grow opportunities with a portfolio of assigned customers to facilitate sales growth.
• Follow best practices related to customer service skills, order management, and software.
• Communicate clearly the progress of initiatives on an ongoing basis with management.

• Manage the order process for assigned customers (order process entails receipt, entry, order confirmation and shipment verification of orders, export documents as needed, including troubleshooting order/delivery issues).
• Work closely with transportation and warehousing to proactively address customer shortages, delivery issues, and OS&D resolution (assist in obtaining customer appointments as needed).
• Work with planning and distribution regarding inventory and transportation issues for a suitable resolution and communicate with customers.
• Interact with warehouse customer service contacts to facilitate order fulfillment.
• Work closely with accounts receivable to manage customer deductions in a timely manner resulting in resolution and permanent solutions to avoid additional deductions where applicable.  Invoice corrections on pricing and pick-up allowance.
• Work with Channel Directors, Regional Sales Managers, and field sales to collaboratively address customer needs.
• Filing and maintaining customer files.
• Research and coordinate product returns and quality issues.
• Review and address daily KPI Reports.
• Answer and respond to incoming calls and emails in a timely manner.
• Effectively handle customer escalations and identify the root causes and section items to reduce and/or eliminate customer issues.
• Meet established KPIs
• Ad hoc projects as requested.
• Update customer matrix as changes occur.

Qualifications:

• College degree preferred, or equivalent coursework and combined work experience.
• Minimum 5 years of successful Customer Service Account Management.
• Experience in the food and/or manufacturing environment preferred.
• Highly analytical with an ability to interpret data and translate it into meaningful summaries and action plans.
• Ability to successfully attend to a broad scope of projects while remaining detail-oriented as needed.
• Experience in delivering client-focused solutions based on customer needs and requirements
• Possess exceptional written and oral communication skills
• Team player who is also able to work independently with little supervision in a remote environment.
• Knowledge of manufacturing supply chain and inventory management principles.
• Proficient in Word, Excel, PowerPoint & SAP. 
• Bi-Lingual a must (Spanish)

Aspire Bakeries is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.