Customer Service Manager

When it comes to being wild, we know a thing or two. We're not afraid of trying something new or the hard work it takes to make it happen. It's in our DNA. We've turned a family recipe into a new snacking category. And the wilderness into the world's largest meat snack business, that's still proudly family owned and operated.

We're a company built by innovators, and are driven to not only satisfy your hunger, but to also feed your journey – whether that journey is on the road, on the run, at the campground, at the playground, in the office or in the moment. It’s a journey we share with you. It’s the journey forward of our people, of our communities, of our category…with a reverence for quality and an irreverence for the status quo.

 At Jack Link's Protein Snacks, we see every moment of every day as an opportunity to move forward, to forge new ground. To realize our vision of becoming the World’s #1 Protein Snack Company. We never give up. You never give up. Together, we keep going. Are you wild enough to join us?

Jack Link's Protein Snacks is a global leader in snacking and the No. 1 meat snack manufacturer worldwide. Family-owned and operated with headquarters in Minong, Wisconsin, Jack Link’s Protein Snacks also has a large corporate hub in Downtown Minneapolis, Minnesota. The company is made up of over 4,000 passionate team members, across 11 countries, who share an uncompromising commitment to delivering awesome products and feeding the journey of those who move things forward. The Jack Link’s Protein Snacks portfolio of brands includes, Jack Link’s, Lorissa’s Kitchen, BiFi, Peperami, Wild River, Golden Island and Country Fresh Meats.

We offer:

• Steady, predictable shifts
• A passionate team 
• Strong family values
• Career opportunities with a goal to promote from within  
• Competitive pay including a bonus plan
• Great benefits including a medical plan, dental plan and vision plan
• Paid Time Off (PTO) and holiday pay
• Discounted product

This position will manage a team of Customer Service Representatives who are responsible to facilitate orders through the supply chain across all order types.  The candidate will be the key point of contact for internal and external customers on order management functions. Key responsibilities for this role include setting a strategy to provide world class customer service, creating standard operating procedures, establishing and maintaining key performance indicators, building and supporting continuous improvement workstreams in an effort to improve service and generate savings. This role will also lead projects that will accelerate the growth of the department.

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position shall consist of, but are not be limited to, the following:

• Manage a team of Customer Service Representatives that execute supply chain initiatives that deliver world class service at an optimal cost.
• Identify opportunities within the customer service team and provide thought leadership around policy change, system enhancements and training protocols. 
• Build and maintain key relationships with customers to enable cost efficient strategies and programs
• Lead and facilitate change management strategies associated with integrations, system enhancement and daily business activities
• Serve as a culture creator and live through the Jack Link’s values on a daily basis
• Manage, evaluate and optimize the flow of customer orders and inquires through the supply chain in accordance with established service level agreements
• Create and adhere to standard operating procedures and collaborate with business partners to drive compliance with those processes through education, guidance and persistence 
• Lead projects that accelerate the growth of the department. 
• Stay informed on current customer and consumer dynamics to educate leadership on the potential impacts to department dynamics
• Responsible for the establishment, maintenance and performance of key metrics which include but are not limited to on time delivery, case fill and experience survey scores.   
• Collaborate with cross functional teams with a focus on process improvement relative to key performance indicators, cost reduction and continuous improvement.
• Diagnose and resolve customer escalated issues by serving as a liaison between internal and external business partners to provide world class customer service.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor degree in supply chain, business or equivalent work experience.
• 5+ years of experience in Consumer Packaged Goods industry
• Strong working knowledge of ERP (Enterprise Resource Planning) systems.  SAP is preferred.  
• Proficient in Microsoft Office applications; Outlook, Excel, PowerPoint and Word

REQUIRED SKILLS, KNOWLEDGE and ABILITIES:

• Highly experienced professional skilled in multiple facets of an organization
• Excellent verbal and written communication skills; clear and concise communication across carriers, vendors and internal team members is critically important
• Strong ethical background with unquestionable integrity and personal values
• Self-driven work ethic and has demonstrated the ability to solve cross-functional problems
• Ability to deliver high quality data analysis from complex datasets
• Effective listener and ability to exhibit patience in all situations
• Outgoing personality with a desire and commitment to provide excellent customer service
• Strong organization skills with an ability to execute the details
• Ability to learn quickly, adapt in various situations and work in a team environment
• Follow through on commitments and show concern for the needs of others
• Gets the job done

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the team member is regularly required to stand and walk for extended periods of time, use hands to manage objects, tools, or controls and/or move up to 25 pounds, and talk or hear for safety and productivity. The team member must occasionally lift and/or move up to fifty pounds. The team member must have acceptable and / or correctable vision.

Disclaimer:

This job description is intended to describe the nature and level of work to be performed by team members in this position.  It is not intended to be construed as an exhaustive list of all responsibilities and skills required of team members performing this role.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work environment is a plant / office setting with varying degrees of temperatures and noise levels. Exposure to manufacturing equipment. 

Equal Employment Opportunity Employer

Jack Link's is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

E-Verify

Jack Link's provides the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. IMPORTANT: If the Government cannot confirm that you are authorized to work, we are required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including terminating your employment. We may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on the Form I-9. In order to determine whether Form I-9 documentation is valid, we use E-Verify’s photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services’ (USCIS) photograph. If you believe that your employer has violated its responsibilities under this program or has discriminated against you during the verification process based upon your national origin or citizenship status, please call the Office of Special Counsel at 1-800-255-7688 (TDD: 1-800-237-2515).