Customer Service 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:

Strategic Leadership and Team Development: 

• Lead, mentor, and manage a team of up to 5-8 Analysts, Specialists, and Associate Managers. 
• Build a culture of high performance, ensuring team engagement, development, and retention to meet organizational goals.

Customer and Stakeholder Collaboration: 

• Serve as a strategic partner for key internal and external stakeholders, including Sales, Supply Chain, and Distribution leaders, to resolve escalated customer service issues and deliver seamless order-to-delivery (OTD) solutions.

Operational Excellence and Process Improvement: 

• Drive initiatives that enhance efficiency and reduce costs across customer service operations. 
• Implement continuous improvement strategies using methodologies like Six Sigma or LEAN while ensuring compliance with organizational policies, including GAAP and SOX requirements.

Data-Driven Decision Making: 

• Analyze KPIs, SLAs, and service metrics to identify trends, assess performance, and develop strategies to optimize customer service and supply chain operations.

Strategic Planning and Execution: 

• Collaborate with senior leadership to design and execute strategic customer service plans aligned with Kellanova’s broader business objectives. 
• Partner with third-party service providers to promote operational effectiveness and supply chain efficiency.

Requirements:

• Bachelor’s degree required, with at least two-three years of experience in customer service, supply chain, or a related field.
• Prior experience in a leadership role is essential.
• Strong track record of managing and developing high-performing teams, fostering a culture of accountability, and driving employee engagement.
• Advanced proficiency in ERP systems (e.g., SAP) and Microsoft Office, with a solid understanding of order-to-delivery and supply chain operations.
• Ability to analyze complex data, identify trends, and develop innovative, data-driven solutions to address customer service challenges and improve processes.
• Exceptional verbal and written communication skills in English, with experience working effectively across functions, regions and presenting to senior leadership.
• Expertise in implementing continuous improvement initiatives using Six Sigma, LEAN, or similar methodologies to achieve operational efficiencies and cost reductions.
• Strong organizational skills with the ability to prioritize and manage multiple initiatives, consistently meeting deadlines and exceeding performance objectives.