Customer Service Manager

Dawn Food Products; Louisville (KY); Hybrid; USD 80,000 - 125,000; Full time

Benefits offered by this job

Health insurance on Day 1

Competitive pay

401(K) + company match

10 Paid Company Holidays

Paid Time Off

Professional training

Family-owned business over 100 years

Career advancement opportunities

Job summary

Dawn Foods seeks a Customer Success Manager to lead the Customer Service and Distribution Specialists in Louisville, KY and Crown Point, IN. The role oversees daily operations, KPI delivery, SOP compliance, and delivering a best-in-class customer experience.

The position is hybrid, requiring onsite presence in Louisville three days per week with up to 25% travel; relocation is not offered. Strong leadership and cross-functional collaboration are essential.

Qualifications

• Requires High School Diploma or GED.
• Bachelor's degree plus 5 years in Customer Service/Operations, or 9 years of relevant experience in lieu of a degree.
• Minimum 3 years of experience managing and developing a customer service team.
• Experience in distribution environments and in the food industry preferred.
• SAP is required; knowledge of OnBase, Salesforce CRM, and payroll software is desirable.

Responsibilities

• Ensure satisfactory resolutions to customer concerns and inquiries.
• Daily Order Management within the Region.
• Develop and maintain effective customer relationships with internal and external partners.
• Achieve key metrics and KPIs for Customer Success and monitor targets.
• Lead onsite visits and regular team meetings via Microsoft Teams; travel quarterly to markets to support the remote team.
• Develop team members and provide career pathways and retention opportunities.
• Recruit, coach, and mentor teams to deliver best-in-class customer experience.
• Collaborate with Leadership in Distribution Market Centers and cross-functional teams to ensure top customer experience.
• Support Customer Success Operations in process improvements and consistency.
• Oversee OnBase AP routing, deposits, credit memos, accruals, and related admin work.

Skills

Team management

Customer service leadership

Conflict management

Communication

Action planning

Time management

Education

High School Diploma or GED

Bachelor's degree

9 years of relevant experience in lieu of a degree

Tools

SAP

OnBase

Salesforce

Payroll Software(s)

Job description

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we helpcustomers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

Why work for Dawn Foods?

PEOPLE. PRODUCTS. CUSTOMERS.

Why should you apply? We invest in you!

• Industry-leading health insurance on Day 1!
• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family-owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce

Job Purpose and Overview

The Customer Success Manager will lead the Customer Service and Distribution Specialists team in Louisville, KY, and Crown Point, IN, providing support and service excellence to all customers, along with internal and external partners. They will manage the daily operations of these teams while meeting all standards of excellence on KPI's, SOP compliance, all while maintaining best-in-class service.

Work Environment:

This is a hybrid role requiring onsite presence at the Louisville Distribution Center a minimum of 3 days per week, with up to 25% travel. Flexibility may be required based on customer, business, and team needs. Candidates must reside within commuting distance of Louisville, KY to be considered. Relocation assistance is not available for this role.

What will you do as a Customer Success Managerat Dawn Foods?

• Ensure satisfactory resolutions to customer concerns and inquiries.
• Responsible for Daily Order Management within the Region.
• Develop and maintain effective customer relationships, both internal and external.
• Achieve key metrics and performance indicators of Customer Success. Monitor and review to ensure teams are meeting their targets.
• Support direct reports through scheduled onsite visits and regularly scheduled team and 1:1 meetings through Microsoft Teams; Schedule and travel to each market quarterly at minimum to support remote team.
• Drive Team Member development and pathways for future career opportunities and retention.
• Recruit, develop, coach, and mentor their teams to foster an environment where they can excel to produce a "Best in Class" customer experience.
• Participate/Engage as a supporting member of Leadership within the designated Distribution Market Center/s.
• Collaborate with cross-functional teams in both Commercial, Digital, Supply Chain, and other teams to ensure the highest customer experience is being met.
• Support Customer Success Operations in implementing processes to drive continuous improvement and consistency.
• Ensure team utilization and compliance with technology to support internal and external customer activities.
• Oversee all OnBase AP routing, deposit process, credit memo processing, monthly accrual, and all administrative responsibilities locally and regionally.
• Timekeeping support and compliance utilizing ADP Time Workforce Manager.
• Maintain/schedule time-off requests to ensure adequate coverage.
• Additional duties as assigned by leadership

What Does It Take to be a Customer Success Manager at Dawn Foods?

Below are the minimum qualifications to be a fit for this job.

• A High School Diploma or GED is required.
• A bachelor's degree and a minimum of 5 years of Customer Service, Admin, Order-to-Cash, Operations, or similar relevant experience, OR 9 years of relevant experience in lieu of a degree.
• A minimum of 3 years of experience managing and developing a customer service or similar team.
• Experience in a distribution environment and food industry preferred.
• Knowledge or experience utilizing:
  • SAP - required.
  • OnBase
  • CRM tools (Salesforce)
  • Payroll Software(s)
• Experience managing conflict in an effective manner that shows an ability to manage expectations of Sales, Customers, and the Business.
• Effectively communicate while delivering an elevated level of professionalism, confidentiality, and discretion.
• Balance the customer's needs along with business goals to develop and execute appropriate corrective action plans.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The normal work environment is hybrid, splitting time between a professional office and work-from-home environment.
• Ability to safely lift and move materials and products weighing up to 25 pounds on a routine basis.

About Our Benefits

Dawn is proud to employ the top talent in the baking industry, and we reward our people with comprehensive health and well-being coverage, competitive compensation packages, and award-winning benefit offerings. We also help protect your future financial health with a generous 401(k) matching program that provides additional retirement funds and many tools and resources on financial wellness. Dawn encourages professional growth through tuition assistance and educational programs, and we are always searching for ways to improve our industry-leading services and benefits.

Compensation

The base salary range for this position is $80,330-$125,320 with bonus eligibility.

#LI-Hybrid #LI-AH1

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, pregnancy, sexual orientation, gender identity/gender expression, citizenship status, military or veteran status, genetic information or any other status or condition that is protected by applicable law.

Requisition ID: 38372