Customer Service Associate Manager

Our client vision is to be the world’s best performing snacks-led powerhouse, unleashing the full potential of their differentiated brands.

Powered by their strategy to Differentiate, Drive & Deliver, they are a leading company in global snacking, international cereal and noodles, and North America frozen foods, with iconic, world-class brands and strong underlying growth momentum and profitability.

Our client purpose is to create better days and a place at the table for everyone through their trusted foods brands.

As part of this purpose, they are committed to advancing sustainable & equitable access to food by creating Better Days for 4 billion people by the end of 2030.

Responsibilities:

• Leadership and Team Management: Lead, mentor, and engage in a team of 3-5 Analysts and Senior Analysts. Drive a high-performance culture through coaching, feedback, and development, ensuring strong team engagement and retention.
• Track and analyze KPIs, SLAs, and team performance metrics, using insights to drive improvements in quality, efficiency, and customer experience.
• Customer and Stakeholder Collaboration: Build strong relationships with internal and external stakeholders, including senior leadership, supply chain, and sales partners, to identify trends and resolve escalated issues.
• Serve as the key point of contact for critical customer service challenges.
• Process Optimization and Continuous Improvement: Proactively identify trends and inefficiencies in the order-to-delivery (OTD) process.
• Leverage analytics and tools like SAP to implement process improvements that enhance customer satisfaction and reduce costs.
• Lead and participate in special projects, system testing, and process pilots to support OTD innovation. Identify and implement new tools and methodologies to enhance operational efficiency.
• Data-Driven Insights and Problem Solving: Analyze complex data to uncover actionable insights and present recommendations to leadership and customers.
• Ensure compliance with policies, including GAAP and SOX, while driving OTD performance metrics.
• Customer-Centered Culture: Foster a service-oriented mindset across the team by championing proactive communication, anticipating customer needs, and delivering innovative solutions that align with business goals.
• Lead a small team, ensuring high performance and engagement.
• Serve as the escalation point for complex order-to-delivery (OTD) issues.
• Track KPIs & analyze trends to improve service quality.
• Identify continuous improvement opportunities (LEAN, process automation).
• Work with internal & external stakeholders to optimize customer service operations.

Requirements:

• Bachelor’s degree required, with supervisory experience managing teams and customer relationships.
• Experience analyzing complex datasets, identifying trends, and presenting actionable insights. Proficient in ERP systems (e.g., SAP) and Microsoft Office, with a solid understanding of order-to-delivery and supply chain operations.
• Demonstrated ability to lead and develop teams, with a focus on engagement, retention, and high performance.
• Strong collaboration and relationship-building skills with customers and cross-functional teams.
• Experience handling escalated customer issues is essential.
• Knowledge in implementing continuous improvement initiatives using Six Sigma, LEAN, or similar methodologies to achieve operational efficiencies and cost reductions.
• Fluent level of English is mandatory with exceptional verbal and written communication skills
• Strong organizational and time management skills, with the ability to prioritize competing demands and deliver results in a dynamic, fast-paced environment.