Director of Customer Service

Location

Salisbury, MD | United States

Job description

Perdue Foods is part of Perdue Farms, a family-owned company heading into its second century of growth and innovation. With a goal of becoming the most trusted name in premium proteins, we create products for consumers and for retail and foodservice customers around the globe, while changing the way animals are raised for food.

Summary

Our team at our Salisbury, Maryland headquarters is looking for an experienced leader for the customer service team. Leads and directs the customer service department for Foods’ chicken and turkey. This position interacts with the commercial and supply chain teams (sales, revenue growth management, demand planning, supply planning, transportation, logistics, warehousing, distribution and production) to deliver best-in-class customer service in the most efficient and effective manner possible from order entry to customer delivery and invoicing. This leader is proactively focused on customer satisfaction; however, as issues arise, demonstrates swift responsiveness and flexibility in resolving customer service opportunities.

Principal and Essential Duties & Responsibilities

• Leads all customer service functions to support the company goals of customer service, at minimum distribution and logistics costs, overhead and expenses.
• Works in conjunction with the Commercial and Supply Chain teams to resolve customer service opportunities. Interfaces with Demand Planning, Supply Planning, Sales, Transportation, Logistics and Operations to develop business processes to resolve customer service issues. Drafts, implements and executes policies and procedures to facilitate a quality customer service experience.
• Ensures all electronic data is accurate to support the order fulfillment process, including customer master data, pricing data and sales specific data. Key performance indicators depend on accurate data in SAP.
• Responsible for all of the day-to-day issues that arise around the order fulfillment process and timely communication to all departments involved in a possible resolution. Serves as the key interface between the customer and company during all product recalls and market withdrawals.
• Works to put in place the most effective team to meet the needs of the customer; recruits, develops and trains associates to be effective in their roles, and identifies ways to continuously improve performance; establishes performance metrics for customer service representatives.
• Provides annual budgets for customer service; monitors actual spend versus budget throughout the year to ensure the budget is met; identifies and recommends technology, equipment and policies that may improve customer service and retention.
• Escalates customer service issues to the appropriate sales vice president and supply chain vice president(s) to align on the appropriate actions for resolution. 
• Monitors order fulfillment KPIs and continually look for ways to improve performance, making recommendations to various supply chain functions as necessary.
• Makes visits with sales to key customers to increase understanding of their requirements and agree to mutual actions which will improve the order fulfillment process.

Experience Requirements

Bachelors degree with at least five years of related experience, with prior management experience highly preferred. Our ideal candidate will have:

• Previous experience within the consumer-packaged goods industry is a plus.
• Ability to lead and develop a large team of operational and clerical associates along with the ability to negotiate, manage conflict and develop consensus with sales VPs and supply chain VPs.
• Ability to analyze costs versus benefits in providing specific customer service solutions. Must be able to travel to customer or plant facilities to include overnight travel.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills/empathy.
• Organizational skills with a steadfast attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite; SAP experience a plus.

Environmental Factors and Physical Requirements

1. Position is mostly sedentary but may require occasional moving between other offices or buildings.
2. May need to move light equipment or supplies from one place to another.
3. May need to access files, supplies and equipment.
4. Work activity is in an office, open-partitioned, cubicle environment.
5. When in a plant environment:
   1. Exposure primarily consists of wet and moist floors which include metal and plastic grating surfaces.
   2. May be exposed to temperatures of 28 degrees to 100 degrees Fahrenheit with both ambient and 100% humidity.
   3. May handle product 25 degrees to 50 degrees Fahrenheit.
   4. May be exposed to noise ranges of 50 db to 110 db.
   5. May be exposed to all chemicals used in poultry, food, processing facility.
   6. Must wear and use personal protective equipment when in the processing facility

Perdue Farms, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Job tags

Salary