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Head of Customer Success in Supply Chain

2 months ago

Doral, Florida, United States bakerly Full time


About Our Company:


Bakerly is a proud family-owned business, recognized as one of the fastest-growing brands in the US food sector. We specialize in manufacturing baked goods, focusing on delivering delicious, premium, and authentic recipes crafted from the finest ingredients.

Our welcoming offices are designed to make you feel at home

Explore our website to discover our delightful range of French crêpes, golden croissants, fluffy pancakes, and an extensive selection of exquisite French brioches.


Bakerly's Philosophy:
"Companies don't succeed, people do"; we embody the spirit of "Work Hard, Play Hard".

We are seeking a dedicated individual to contribute to the development and support of the Customer Success Division within the Supply Chain Department.

The Role:
The Customer Success Operations Manager will oversee the Division, ensuring effective and efficient operations.

Key responsibilities include identifying and removing obstacles, monitoring Division performance, and creating innovative strategies to enhance our systems and processes.

This pivotal role requires a customer-centric approach, strong management skills, a keen business acumen, and the ability to solve complex challenges.

The position demands mastery in client communication and the ability to forge robust cross-functional partnerships with Logistics, Supply & Inventory Planning, Sales, Finance, and IT.


Key Responsibilities:
Primary functions for this role encompass, but are not limited to:
  • Leading a team of Customer Success Managers.
  • Proactively tracking and reporting on KPIs for the Customer Success Division, including order lead time, perfect order, invoice accuracy, after-sale service level, and customer scorecard.
  • Providing valuable insights into customer preferences, challenges, and expectations within the Supply Chain.
  • Ensuring excellence in customer service while understanding customer needs and optimizing costs within the Supply Chain Department.
  • Identifying inefficiencies and devising strategies to enhance systems, policies, and procedures.
  • Exhibiting strong collaborative leadership and working cross-functionally to achieve Division and Department objectives.

Position Requirements:
Minimum of 5 years' experience in Supply Chain Customer Service within a business unit/division, including Team Management.
Exceptional customer management skills with the ability to connect with customers and understand their challenges.
Creative problem-solving and strategic thinking skills, with the capability to identify solutions that meet customer goals.
Excellent written and verbal communication skills.
Strong attention to detail.
Ability to adapt and prioritize in a fast-paced environment.
Independent thinker with a positive attitude.
Proficient in PowerPoint and Excel.

Excel Proficiency:
Ability to manage large datasets using spreadsheets, graphs, data tables, calculations, and automation to derive insights.
Experience with ERP systems is required; familiarity with Sage X3 is a plus.
Fluency in English and Spanish, both written and oral; proficiency in French is an advantage.

Reporting Structure:
Reports to the Supply Chain Vice President.

Job Type:
Full-time position | Hybrid work model.