THE ROLE:- This position will report to the: VP - Sales Operations & Logistics
- Travel requirements: N/A
- FLSA Status: Exempt
- Shift: 1
- Employment Category: Full-Time Regular
- Pay Range: $120,000-$140,000
JOB DESCRIPTION:The Sr. Manager - Sales & Customer Management at Bolthouse Fresh Foods will lead a team of Customer Service Managers & Account Executives. The Sr. Manager - Sales & Customer Management will maintain overall responsibility and accountability tied to all customer account activities, order management, product management, customer relationships, sales and problem-solving analytics and communications. This person will build a strong working relationship with various internal departments to achieve the highest level of customer service while enhancing mutual growth and profitability for the business. This role requires a proactive and forward-thinking individual who will act as an advocate for customers while still meeting company objectives.
JOB DUTIES:Team Leadership & Coaching:
- Leading Sales Customer Managers and Account Executives: Provide strong leadership to the Sales Customer Management team of Managers & Account Executives, coaching and guiding them to achieve performance goals, enhance customer satisfaction, and drive revenue.
- Cross-Functional Coaching: Work closely with Account Executives to develop their skills in cross-functional collaboration, ensuring they effectively engage with internal teams (sales, demand planning, operations, warehouse, finance) to address customer needs and improve outcomes.
- Creating a Unified Team: Foster a cohesive and collaborative team environment by creating a culture of shared goals, mutual respect, and continuous improvement, ensuring all team members work together towards common objectives.
Order Management & Customer Service:
- Order Fulfillment & Accuracy: Oversee the timely and accurate processing of customer orders, ensuring products meet customer specifications and optimizing the supply chain.
- Proactive Issue Resolution: Act as an escalation point for complex customer order issues, collaborating with operations and internal teams to resolve challenges and maintain high customer satisfaction.
- Pricing & Contract Compliance: Ensure accurate pricing in internal systems and invoices. Resolve any discrepancies, ensuring compliance with promotional and contractual terms.
- Monitor short payment trends linked to order management and customer service performance, ensuring timely root cause analysis, corrective actions, and adherence to billing and pricing controls to minimize revenue leakage and improve cash flow.
Vendor Managed Inventory (VMI) Program:
- VMI Oversight: Manage the Vendor Managed Inventory program, ensuring seamless inventory management, stock levels, and on-time deliveries in alignment with customer needs and expectations.
Account Management & Revenue Growth:
- Customer Relationship Building: Cultivate strong relationships with customers, fostering long-term partnerships through proactive service and a customer-centric approach.
- Revenue Generation: Identify opportunities to increase revenue within existing accounts by leveraging cross-selling and upselling strategies, while supporting the sales team to expand product offerings and grow business.
- Customer Engagement: Regularly engage with customers through phone, email, and site visits to reinforce relationships and capitalize on sales opportunities.
Strategic Problem Solving & Analysis:
- Analytical Problem Solving: Guide the team in resolving complex customer issues, providing actionable insights to improve both team performance and customer service.
- Reporting & Performance Analysis: Review and analyze reports, identifying trends, risks, and opportunities to optimize operations and enhance profitability.
Contract Negotiation & Pricing Strategy:
- Support Sales Leadership: Assist in sales forecasting, proposal development, and relationship management with key customers, ensuring strong customer service.
- Strategic Pricing: Collaborate with Retail Sales team to influence pricing strategies for excess products, ensuring alignment with business goals and customer expectations.
Product Management:
- Product Expertise & Collaboration: Provide in-depth product knowledge and collaborate with internal teams (operations, production, marketing, finance) to ensure product specifications meet customer needs.
- Inventory Reclamation: Work with the team to identify opportunities to sell excess product, driving additional revenue through retail and wholesale accounts.
Systems & Technical Proficiency:
- ERP & BI Tools: Leverage ERP and BI software to manage customer accounts, monitor inventory levels, and assess sales activity.
- Provide training and support to your team on effectively utilizing these tools.
- Partner with IT to help implement business projects such as ERP implementations or PowerBI reporting.
WHAT WE'RE LOOKING FORMinimum Qualifications:- Bachelor's degree and/or 7+ years customer service, sales, logistics experience or closely related field.
- 2-4 year management experience in customer service, sales, and/or logistics.
- Computer literacy: Microsoft Office Suite to include Word, and Excel
- Proficient use of English language when speaking, reading and writing
- Strong problem-solving skills
- Strong interpersonal skills and the ability to handle a high-stress, multi-task environment
- Possess logical problem-solving skills, analysis and strategic thinking abilities.
- Proven organizational skills with the ability to balance multiple customers and deadlines.
- Candidates must have a verifiable history of safe vehicle operation and meet company standards for driving eligibility. This includes maintaining a clean driving record, which will be reviewed through a background check.
PREFERRED QUALIFICATIONS:- MBA or advanced degree preferred.
Physical Demands:- Work is performed primarily in a standard office environment with frequent interruptions.
- Ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist.
- Lift, carry, push, and/or pull light to moderate amounts of weight up to 50 lbs.
- Operate office equipment requires repetitive hand movement and fine coordination including use of a computer keyboard.
HOURS & WORKDAYS:
- 1st Shift 8:00am - 5:00pm, Monday through Friday, weekends and holidays may be mandatory based on business needs.
WHAT WE OFFEROur rich benefits packages are designed to support the health and well-being of both our eligible co-workers and their families.
- Medical
- Dental
- Vision
- Group Life and AD&D
- Voluntary Life and AD&D
- Group Short-Term Disability
- Group Long-Term Disability
- Flexible Spending Accounts
- Employee Assistance Program
- 401k
- Paid Time Off
8:00am - 5:00pm, Monday through Friday, weekends and holidays may be mandatory based on business needs.
