Manager, Customer Service

Grande Cheese Company; Fond du Lac (WI); On-site; USD 85,000 - 110,000; Full time

Job summary

Grande Cheese Company in Fond du Lac, WI is seeking a hands-on Manager, Customer Service to lead domestic Foodservice and Custom Ingredients group customers, ensuring exceptional service, efficient order management, and high satisfaction.

The ideal candidate will have a 4-year degree, at least six years in manufacturing CS, two years leading a CS team, and strong experience with ERP, CRM, and EDI. This role requires collaborative, data-driven leadership and the ability to work flexible hours.

Qualifications

• Bachelor degree in Business Administration or related field; equivalent education/experience considered.
• Minimum of six years in manufacturing Customer Service.
• Minimum of two years managing a Customer Service team in manufacturing.
• Knowledge of EDI transactions and setting up customers.
• Experience with ERP, eCommerce, MS Office, and CRM systems.

Responsibilities

• Lead, coach, and develop a high-performing Customer Service team.
• Champion customer satisfaction through proactive communication and issue resolution.
• Drive continuous improvement using KPI data analytics and technology.
• Partner with Supply Chain, Sales, and Operations to optimize inventory and launches.

Skills

Leadership

Communication

Problem solving

Data analysis

Process improvement

Education

Bachelor's degree in Business Administration, Customer Service Management, or related field

Tools

ERP

CRM

eCommerce

MS Office

Job description

Why Grande?

With more than 80 years of crafting "The Finest Italian Cheeses Money Can Buy", Grande is a leader in the industry! Whether partnering with independent pizzerias from coast-to-coast to ensure they’re delivering the very best pizza to their customers or assisting our food manufacturing partners in delivering specialty whey ingredient solutions, our commitment to quality can’t be matched. While Grande’s reputation of excellence in the market is important, we believe our commitment to our workplace and community culture is of equal merit – our Associates come first at Grande. To complement our industry-leading benefits, Grande puts an emphasis on your career growth opportunities, while always promoting a positive work/life balance and supporting the communities in which we live and work. If you want to learn more about our company – what we do and how we go about it – or learn more about our beautiful, state-of-the-art corporate headquarters, visit www.grande.com.

Did we convince you yet? If not check out our unique benefits:

• Low-cost onsite clinics.
• Free onsite fitness center.
• Free healthy snacks throughout facility.
• Health and wellness reimbursement program.
• Associate cheese purchasing program.
• Two-year mentorship program.
• Relaxation rooms (based on location).
• Coffee and gelato bar (based on location).
• State of the art corporate building: https://www.grande.com/careers/#office
• Paid Parental Leave

Why Fond du Lac?

In Fond du Lac (FDL) you get the full four-season experience – warm in the summer with highs reaching into the 80s and plenty of sunshine for golf, biking, camping and live music under the open sky, and brisk air in the winter with average temps in the 20s and ample snow for snowmobiling, cross-country skiing, ice fishing and winter festivals. The greater FDL area (population 43000) is easy to get around and roughly an hour drive to almost all major metros in the state (Milwaukee, Madison and Fox Cities/Green Bay). We've been rated "Top 100" in job growth among small U.S. metro areas. Additionally, our cost of living is 4% below the national average and you'll pay 21% less for housing, rent and property taxes compared to the rest of the country. From wonderful educational partners (public and private K12 schools and three local colleges/universities), a plethora of things to do/see, and a vibrant business and commerce community...learn more about how you can call Fond du Lac, HOME!

Job Summary

We're looking for a hands on and driven Manager, Customer Service to lead and elevate our customer service operations. This individual will oversee a team supporting both Domestic Foodservice and Custom Ingredients Group customers, ensuring exceptional service, efficient order management, and strong customer satisfaction. As a key leader, you will develop talent, drive continuous improvement, implement best-in-class processes, and partner cross-functionally with Sales, Supply Chain, and Operations to deliver outstanding customer experiences. The ideal candidate is a collaborative, data-driven change agent who thrives in a fast-paced environment and is passionate about building a world-class customer service function.

• Lead, coach, and develop a high-performing Customer Service team while driving engagement, accountability, and talent growth.
• Champion customer satisfaction through effective order management, proactive communication, and issue resolution.
• Drive continuous improvement initiatives, leveraging KPIs, data analytics, and technology solutions to enhance processes and efficiency.
• Partner with Supply Chain, Sales, and Operations to optimize inventory, support new product launches, and deliver exceptional customer experiences.

What you need to be considered for the role

• 4 Year/Bachelor Degree in Business Administration, Customer Service Management, Communication preferred. An equivalent level of education and experience may be considered.
• Minimum of six (6) years of experience in manufacturing Customer Service.
• Minimum of two (2) years managing a Customer Service team for manufacturing, preferably in the food industry.
• Strong understanding of EDI (Electronic Data Interchange) transactions including successful setup and maintenance of customers.
• Support of external and internal Customers via multiple channels.
• Demonstrated success at problem resolution & triage.
• Adept at using multiple systems and tools to support Customer engagement, including ERP, eCommerce, MSOffice suite & CRM.
• Solid understanding of Customer Satisfaction metrics (NPS).
• Strong understanding of continuous improvement practices, leveraging systems and processes to improve Customer experience, and internal efficiencies.
• Demonstrated experience with age-sensitive products.
• Experience in work process reengineering.
• Ability to work a flexible schedule, including nights, weekends, and holidays, to ensure customer service levels are maintained in support of production and distribution operations.

Preferred

• Certifications in Customer Service Management and Customer Care preferred.