The Customer Solutions Manager reports to and works in partnership with the Suja Sales Lead for the Assigned Channel of business (Grocery, Mass/Club, and Natural & Specialty). And will be primarily responsible for leading and coordinating Suja’s objectives, goals, strategies, initiatives, and measurement for best in class service for our direct ship customers. This individual will be responsible for all purchase order entry for an assigned group of channel direct-ship customers. Working daily to manage and/or monitor the end-to-end order process from receipt, processing to delivery confirmation. While working to support the channel team and customer base from with in-depth data reviews, insight building, and business development projects as assigned. Top candidates must have strong analytical and problem-solving skills, and an ability to deliver results in a highly dynamic and fast-paced environment. Excellent communication skills are a must, with the ability to effectively deliver timely and important information and solutions focused options across the assigned customer contacts. Also, must be able to partner with and work effectively across key internal teams and contacts-Sales, Sales Planning, Operations/Logistics, Finance, and EDI teams. With the goal to ensure accuracy and ease of daily transactions, while continually improving process efficiency, supply, and ultimately shelf conditions with our retail partners. This individual will be responsible for these key areas of customer service management, along with assigned business development responsibilities:
- Customer Management-clear buyer communication, purchase order processing, with a focus on optimization of service and supply daily
- Cross-Functional Connectivity -maximizing connectivity across Suja and assigned customer teams with the goal to provide excellent Customer Service, Supply results, and solutions as needed
- Channel Team Support- managing direct and in-direct customer data resources, focused on insight gathering, and on-going business improvement project support
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Customer Management:
- Purchase Order Process -Receive and process all purchase orders, ensuring that orders placed meet company policies relating to pricing and promotional offerings and order guidelines (order lead time, minimums, pricing, weight/space requirements) with 100% accuracy
- Solutions Support -Promptly provide details about order discrepancies, logistics delays and all other purchase order potential issues to customer, along with the appropriate Suja internal and field sales contacts
- Solutions Management -Manage PO revision entry and internal communication, as related to service issues or customer requests
- Price and Promo Accuracy- Ensure that customers receive trade promotional deals due, proactively minimizing invoice discrepancies
- Inventory Management- Review orders, and craft internal sales and then appropriate customer communicate with insights and opportunities
- Customer Communication- Create recommendations and conduct regular calls and email communication to support on customer inventory solutions around key events and needs
Cross-Functional Connectivity
- Communication and Partnership -Work closely across all internal Suja teams (Demand Planning, Operations, Logistics, EDI, Finance, and Sales teams) and provide superior communication for the assigned customer base teams
- Problem Solving Across Teams -Communicate problems or concerns to managers on an as-needed basis with recommendations to resolve
- Manage service issues on a regular basis- Must quickly identify the source of a problem, gather and analyze information related to the issue, and devise a solution that best meets both Suja’s and the customer’s needs
- Financial Accuracy -Assist Finance with invoice discrepancies as they relate to purchase order management (promo and pricing programs)
Channel Team Support:
- Customer Data Utilization -Utilize all available syndicated data, and customer specific data resources to build tools, tracking and support for customer development projects as assigned by Channel Leadership
- Portfolio and Innovation Launch Management -utilize all key data sources to monitor and maintain an optimal customer portfolio, identify short/long term gaps, and work to effectively launch innovation as authorized
- Trade Promotional Support -ensure proper tracking, forecasting, communication, and PO monitoring for each key promo event per strategic direction
- Customer Materials and Support: provide support for sales leads in the form of price list management, product maintenance forms, new item set up materials and process, as well as other channel or customer specific needs.
- Identification of Opportunities -Regularly identify and analyze business opportunities to maximize efficiencies and/or enhance Suja’s relationship with the customer. Present proposals for business improvement projects and work to Channel Leadership and sales leads
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- Bachelor’s Degree required
- 3+ years’ experience in Customer Service is required (CPG experience is a plus)
- Experience with CPG customers and distributor networks preferred - Natural/Specialty/Grocery/Mass/Club
- Fresh/Perishable Experience a strung plus due to the distinctive made to order process we have at Suja
- Training and work experience in internal reporting as well as customer service-related systems, inventory management, and EDI systems
- Skilled in Microsoft Office Programs, with a significant focus on Excel
- Skilled in Syndicated Data platforms and reporting tools
- Excellent, verbal, written, communication and organizational skills
- Strong teamwork skills, including cross functional collaboration, and commitment to superior service and support
- Ability to think proactively and to make decisions independently
- Ability to manage multiple responsibilities and demands in a time sensitive work environment
- Strategic problems solving skills, and comfortable with and able to troubleshoot/manage conflict
- Ability to develop/sustain long-term business relationships
A competitive compensation and benefits package is offered. We offer the following:
Medical
Dental
Vision
Life insurance
401K plan with matching
Paid vacation and sick days
Suja offers a fun working environment that promotes teamwork, creativity, and supports individual growth. If you are interested please submit your resume and application.
Suja Life, LLC is an Equal Opportunity Employer
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