Customer Service Manager at Overland Park

Job Description

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.

Job Requirements

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 KPI’s 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

Country: USA, State: Kansas, City: Overland Park, Company: Hostess Brands, LLC.