Hybrid Customer Success Manager — Team Leader

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 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.