Customer Service Manager
Hostess Brands, LLC - Chicago, IL

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Hostess Brands, LLC is looking for a full-time Customer Service Manager for the supply chain group. The Customer Service Manager will lead the order management and customer service processes. The service manager is responsible for managing customer complaints and feedback, root cause analysis and continuous improvement efforts. Collaboration with third party order management and internal partners in logistics, demand planning, production, accounts receivables, and sales will be critical. At least 5 years of customer service leadership experience in a manufacturing environment. CPG and SAP experience preferred. Work schedule flexibility to match customer needs.

Responsibilities/Job Duties:
Manage Customer Service and order-processing activities
Design & create standard operating procedures
Create & manage customer service reports for sales and senior management
Root cause analysis and improvement/corrective action related to customer service complaints
Manage efficiency and effectiveness of existing Customer Service Processes
Develop/design organizational structure/approach to Customer Service team

Skills and Attributes Required:
Self-starter with ability to multi-task in fast paced CPG environment
Ability to lead cross-functionally with a fact based continuous improvement mind set
Strong motivational skills with ability to facilitate and lead meetings/projects
Ability to perform/lead root cause analysis
Ability to identify and map key business processes
Strong computer skills in: Microsoft Word, Excel, Access, PowerPoint, Visio and Outlook
Extensive spreadsheet analysis and strong mathematical abilities
Superior written/oral communication skills

Education and Experience:
4 year college degree required
Minimum 5 years customer service leadership experience in a manufacturing environment
Proven Track record regarding the development and benchmarking of performance reports, metrics, processes and best practice KPIs within customer service
Experience working within a lean' business philosophy focusing on continuous improvement
CPG experience highly preferable
SAP experience preferred. Experience using ERP and/or CRM tools required

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