Customer Operations Manager

7 days ago

Lakeville, Minnesota, United States Michael Foods Full time
Business Unit Overview

Headquartered in Lakeville, Minn., Post Consumer Brands, a business unit of Post Holdings, Inc., is dedicated to providing people and their pets with delicious food choices for every taste and budget. The company's portfolio includes beloved brands such as Honey Bunches of Oats, PEBBLES, Grape-Nuts and Malt-O-Meal cereal, and Peter Pan peanut butter, as well as Rachael Ray Nutrish, Kibbles 'n Bits and 9Lives dog and cat food. As a company committed to high standards of quality and to our values, we are driven by one idea: To make lives better by making delicious food accessible for all. For more information about our brands, visit and follow us on LinkedIn for the latest news.

Brand

Post Consumer Brands recently acquired several iconic pet food brands, venturing into a new market while remaining true to our purpose to provide delicious and accessible food that our consumers love. We're always searching the center store for the next exciting product to add to our portfolio, and right now, we're growing and need passionate, driven individuals with diverse perspectives to help us reach greater heights. That's where you come in. Join a team where your voice is not only heard but valued. Make a real impact on brands enjoyed by millions of people and their pets.

At Post Consumer Brands, we take pride in our longstanding legacy of making one of every five breakfast cereals families eat daily. Today, we're just as focused on our future as we expand our grocery business with different shelf-stable foods, including snacks and peanut butter. We are committed to providing accessible and delicious food for families, and we're always searching the center store for the next exciting product to add to our portfolio. As we soar to new heights, we need creative, determined individuals from all walks of life to join our team, where your unique perspective and ideas are acknowledged and valued. Be a part of a company that empowers you to make a difference that's evident on grocery store shelves and families' tables across North America.

Location Description

Post Consumer Brands corporate headquarters in Lakeville, Minn. is about 20 miles south of Minneapolis and St. Paul, Lakeville has all the benefits of smaller town living with access to everything a large metropolitan area has to offer. Join more than 400 team members collaborating on the two-building campus to help put breakfast on the tables of millions of consumers in North America.

Responsibilities

Overview

As a key role within the Supply Chain Operations team, this position identifies and implements cost-savings, service improvement, and productivity projects with a core group of key customers.They will lead a team of Customer Operations Specialists, and will partner with Customers, Sales leadership, and other Supply Chain departments to provide customer solutions that achieve operational excellence while meeting customer service metrics and expectations.Key areas of focus and development include: quality, cost, reliability, and resiliency.

Responsibilities and Accountabilities
  • Lead customer operations teams to achieve goals in Supply Chain Metrics such as: Case Fill, On Time Delivery, Invoice accuracy, and others.
  • Effectively manage service issues and disputes between Post Consumer Brands and our Customers.
  • Oversee process and standard work documentation
  • Manage the business by balancing service and cost-to-serve initiatives.
  • Monitor order processing to ensure the timely and correct processing of orders and invoices
  • Proactively establish and implement countermeasures to negative trends.
  • Direct and develop effective and efficient work systems, processes, procedures and performance measurements in order to keep pace with changes in business demands, technologies, and customer expectations.
  • Manages customer scorecards to monitor key performance indicators (e.g., on time delivery, case fill, damage) and identifies root causes where deficiencies exist; implements countermeasures to improve performance and participates in problem solving events.
  • Reviews customer agreements and monitors PCB's performance to mitigate potential fines and fees
  • Develops effective partnerships with customers by continuously identifying and implementing opportunities to optimize supply chains and grow sales
  • Communicates any changes of Post Consumer Brands' order guidelines and logistics policies to customers
  • Creates, implements and manages cost savings initiatives that assist with meeting departmental targets
  • Leads regular strategic customer review meetings with Sales and Supply Chain representatives
  • Provide input relating to Supply Chain policies and impact of integrations
  • Manage activities related to large customer promotions (i.e. coordination of Demand, Supply and Operational execution)
Qualifications

Requirements
  • Comprehensive knowledge of Supply Chain and an understanding/working knowledge of Customer Operations, credit/collections, accounts receivable, sales functions.
  • Drive for Results:Expects others to act quickly to address critical issues and opportunities.Sets challenging goals for the team; expects the team to meet or exceed expectations.Clarifies expectations and accountabilities; holds self and others accountable for delivering expected results.
  • Build Winning Teams:Assesses fit with team needs and engages and retains talented team members.Effectively balances the direction and autonomy provided to others; allows people to determine how best to accomplish their objectives.Engages the team by encouraging others to exceed expectations and recognizes others for their contributions.
  • Develop Talent:Has an accurate understanding of own strengths and limitations; takes action to address own development needs.Identifies opportunities to improve team and individual performance; sets expectations and goals for improvement; provides feedback and coaching to others.Promotes the importance of ongoing leadership development; identifies and discusses career interests and options; actively develops successors for own role.
  • Manage Execution : Allocates and adapts team resources to sustain needed focus and energy on the team's greatest priorities; helps manage competing or conflicting priorities.Holds the team accountable to established metrics to measure progress toward goals.Ensures the team understands the key factors that drive PCB's success.
Education:
  • Four-year degree (required) preferably in Supply Chain, Logistics, Business, or related field.
Experience:
  • 3-5 years in a CPG supply chain role ideally gaining familiarity with customers and transportation and distribution best practices.
  • 1-3 years' experience in a CPG supply chain management role with direct supervision responsibility of five or more employees is preferred.
Knowledge and Skills:
  • Understanding of the relationships among various Supply Chain functions including Transportation, Warehousing, Customer Operations, Inventory Planning and Purchasing.
  • Knowledge of material handling equipment and techniques
  • Understanding of and practical experience with Lean and/or Six Sigma techniques (preferred)
  • Skilled in labor management, staff development, and process development
  • Decisive, with the ability to develop credibility across the organization while supporting the company's objectives and priorities.
  • Well-developed interpersonal skills. Ability to relate to diverse personalities. Tactful and mature.
  • Ability to plan, staff, budget, organize, and communicate
  • Ability to solve practical problems, strong analytical skills, and ability to track cost savings and cost avoidance metrics.
  • Flexibility in responding to the needs of the business in a timely manner
  • Able to establish priorities and obtaining results.
  • Working knowledge of MS Office suite
This job description is not intended to be all-inclusive. Employee may be asked to perform other related duties as negotiated to meet the ongoing needs of the organization as directed by the management of the company.

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