Customer Service Manager

Dawn Foods Ltd.; Louisville (KY); Hybrid; USD 80,000 - 125,000; Full time

Benefits offered by this job

Competitive pay

401(K) + company match

10 paid holidays

Paid time off

Professional training

Family-owned business over 100 years

Career advancement opportunities

Job summary

Dawn Foods is seeking a Customer Success Manager to lead the Customer Service and Distribution Specialists teams in Louisville, KY and Crown Point, IN. This hybrid role requires onsite presence at the Louisville Center at least 3 days a week, with travel up to 25% to serve remote markets and partner with cross-functional teams.

You will drive performance against KPIs, coach direct reports, and develop career paths while maintaining a Best-in-Class customer experience.

Qualifications

• Bachelor's degree or 9 years of relevant experience required OR equivalent experience.
• Minimum 5 years in Customer Service, Admin, Order-to-Cash, Operations, or similar role; 3+ years managing a customer service team.
• Experience in a distribution environment and food industry preferred.

Responsibilities

• Lead Customer Service and Distribution Specialists teams in Louisville, KY and Crown Point, IN.
• Manage daily operations and meet KPI, SOP compliance, and ensure best-in-class service.
• Develop, coach, and mentor teams; drive continuous improvement and cross-functional collaboration.

Skills

Customer service leadership

Team management

Communication

Conflict management

Adaptability

Education

Bachelor's degree or 9 years relevant experience

High School Diploma or GED

Tools

SAP

OnBase

Salesforce

Payroll Software

Job description

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Job Title: Customer Service Manager

Location: Louisville, Kentucky, United States

Workplace Type: Hybrid

Why work for Dawn Foods?

PEOPLE. PRODUCTS. CUSTOMERS.

Why should you apply? We invest in you!

• 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.

Note:The level of physical effort may vary from site to site and in some cases be greater or lesser than documented here.

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.

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.