Lead and manage the customer service team handling B2B customers; manage order to cash process
Oversee order management, pricing coordination, sample requests, inquiries and delivery schedules. Works closely and collaboratively with Customers as well as Sales Managers, R&D, Finance, Innovation, Marketing, Quality, Regulatory and Operations Teams.
Serve as primary contact and support for customer complaints, inquiries, quality issues, and service disruptions to ensure timely resolution and communication.
Monitor and drive improvement in KPIs such as OTIF (On-Time-In-Full), order accuracy, and customer satisfaction
Implement continuous improvement initiatives to enhance customer experience and improve efficiency
Support pricing team in customer pricing reviews. Support BPF customer pricing and providing quotations needed. Maintain price lists, contracts, fsa's
Ensure Customer Care consistently delivers excellent service.
Prepare local and corporate performance reports, manage customer forecasts and fsa's with internal teams; provide management updates
Lead Customer Care integration with corporate teams (CAPOL) and represent BPF in integration activities.
Support customer requests and inquiries from BPF Web Site
Guide customers through the order to cash process as needed.
Drive commercialization process to reduce cycle time and increase customer satisfaction
Communicate timely & effectively with international locations & partners and customers regarding orders, demand, issues, delays
Provide support to Purchasing Manager during PTO or absence
Other duties as assigned
Minimum 6 years in Customer Service / Customer Care, including 4+ years in leadership
Food or flavor industry & international market experience
Strong leadership, coaching, team building and mentoring skills
Successful performance in a fast-paced changing environment
Experience supporting purchasing or supply chain functions in a manufacturing setting
Knowledge of food safety standards, documentation, and regulatory compliance
Ability to balance customer priorities with production and supply constraints
Excellent organizational, problem solving, decision-making, oral and written communication skills
Strong math skills
Extensive experience with MRP/ERP system & other business systems
Proven ability to perform in fast paced, changing environments and manage competing priorities
The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.
Blue Pacific Flavors Inc.
Global Customer Service Manager (f/m/d) • City Of Industry, CA, United States
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