Manager, Customer Service (Amplify Snack Brands)

Job Title: Manager, Customer Service (Amplify Snack Brands)

Job Location: Austin, TX

Company Background:

Amplify Snack Brands is a high growth snack food company focused on developing and marketing products that appeal to consumers' growing preference for Better-For-You, or BFY, snacks. Our anchor brand, SkinnyPop, is a rapidly growing and market leading BFY ready-to-eat popcorn brand. Through its simple, major allergen-free and non-GMO ingredients, SkinnyPop embodies our BFY mission and has amassed a loyal and growing customer base across a wide range of food distribution channels in the United States. SkinnyPop's continued success, combined with our experienced and talented management team, position us to become an industry-leading BFY snacking company that capitalizes on the potential of great-tasting and high-quality BFY snack brands that we create and acquire.

Position Summary:

The Manager, Customer Service is the Process Owner accountable for the team members and processes required to deliver services associated with product order/inventory management, fulfillment, and delivery for Amplify.

Ensure team members have necessary tools and knowledge to achieve defined customer service goals and metrics in a cost-effective manner. Provide necessary coaching in the areas of systems, processes, policies, and procedures. Lead team members annual objective setting, career coaching and performance management sessions and processes.

Manage customer orders from time of receipt through invoicing for the most critical and challenging Amplify customer accounts. Represent Amplify in a professional manner by maintaining and enhancing a positive business relationship with customers, sales representatives, and brokers. Respond in a timely and effective manner to customer inquiries. Interact with other personnel within the Order Fulfillment process to assure that orders are delivered to meet customer expectations. Represents Customer Service on Promotional and Operational Task Teams. Leads the mentoring and training of new, cross-functional team members. Participates in customer meetings and is a critical resource in month, quarter, and year-end close processes.

Current Responsibilities:
  • Ensure appropriate trained staffing levels are in place to achieve required service levels
  • Support the recruiting, hiring, and training of full-time employees and temps as needed
  • Continually assess the systems & process capabilities for gaps and develop strategy for improvement to enhance service and reduce team workload
  • Resolve customer issues that cannot be solved by Team and act as the liaison for the larger organization working with Customer Supply Chain, Demand Planning, and Supply Planning on elevated customer issues
  • Monitor and ensure timely processing of customer orders, changes, deductions, returns, and invoices according to established department policies and procedures and manage your own direct set of customers
  • Work closely with the credit department to resolve disputed credit items and monitor trends
  • Provide timely feedback to the company regarding service failures and/or customer concerns
  • Support the growth and development of team members by defining/refining functional competencies and then identifying gaps between current skill levels and required competencies.
  • Serve as the subject matter expert on Customer Service Systems, Processes, and Policies and products
  • Elevate issues when needed to the Dir of Customer Supply Chain & Demand Planning
  • Manage Team's hours and report to Director if any overtime is needed
  • Keep team updated on innovation items and launch dates
  • Keep team up to date on aging, orders, and month/quarter end


Qualifications:

  • Bachelor's degree or equivalent
  • 5+ year proven experience in Customer Service or related field
  • Customer Service experience from a CPG (Food) company preferred
  • Strong oral and written communication skills
  • Agility to adapt quickly and confidently to arising situations
  • Ability to actively listen and adapt to a variety of characters
  • Enthusiastic, positive attitude
  • Ability to multi-task, prioritize, and manage time effectively
  • Works well under pressure and remains calm in difficult situations
  • Detail-oriented


Amplify Snack Brands, a division of The Hershey Company is an Equal Opportunity Employer. The policy of Amplify Snack Brands is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.

Amplify Snack Brands is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans

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