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Sr. Customer Operations Specialist (Remote)

Minneapolis-St. Paul-Bloomington, Minnesota

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Description
(Overview)

At Schwan’s Company, the opportunities are real, and the sky is the limit; this isn’t just a job, it’s a seat at the table.  Around here, every job matters, every voice counts, and every person contributes in a big way.  As part of our front lines, we look to you to execute business, build relationships, and take pride in your work because at Schwan’s, you lead the way and we value what you bring. Our passion is our food. Our secret is our people.  

Schwan’s Company, a U.S. affiliate of the global lifestyle company, CJ CheilJedang Corporation, is a leading U.S. manufacturer and marketer of quality foods offered through retail-grocery and food-service channels. Our many popular brands include Red Baron®, Tony’s®, Big Daddy’s®, Villa Prima™ and Freschetta® pizza; Mrs. Smith’s® and Edwards® desserts; and Pagoda® and Bibigo Asian-style snacks. Schwan’s is a place for people with an appetite for more.  To learn about joining a team where you can belong, contribute, and thrive, visit www.schwanscompany.com

GENERAL PURPOSE:

This position is responsible for providing superior order management results for both internal and external customers. The primary responsibilities include working with external customers and/or buyers to manage orders to ensure timely and complete shipment. This position is the focal point for customer communications and will troubleshoot and solve all issues related to orders and deliveries. The Lead Customer Account Specialist communicates effectively with internal customers and field personnel to ensure quality service and continuously works towards improvement of product flow to our customers in a cost-effective manner. This position serves as the lead in the Customer Service department to resolve issues related to processes, systems, policies and procedures. The Lead Customer Account Specialist will train new hires and will be responsible for ongoing KPI reporting.

DUTIES ANDRESPONSIBILITIES:

  • Manages customer sales orders to ensure timely, accurate and complete shipments and accurate billing. This includes closely monitoring and correcting all order edits and incompletions. Account assignments typically have the highest degree of complexity.
  • Manages all customer shipments with plants, distribution centers and transportation. Effectively communicates issues to appropriate supply chain personnel.
  • Analyzes inventory reports against customer demand to determine if customer shipments will be complete. Implements the best course of action to ensure customer satisfaction. Communicates any shortages and next availability to customers and sales in a proactive manner.
  • Consults with internal departments: IT, Supply Chain and Sales to effectively resolve customer issues and to ensure that customer shipments are processed in a cost-effective manner.
  • Advises management of any ongoing inventory and/or delivery problems. Submits options to resolve current problems and eliminate future occurrences; and implements process improvement actions that enhance service and reduce costs.
  • Sets up transportation arrangements on shipments as required. Uses discretion to determine cost effective shipment methods while meeting customer needs.
  • Monitors and reports on customer service scorecards and metrics. Identifies opportunities to improve service levels to external customers.
  • Assists Customer Financial team member in identifying logistics discrepancies to limit the number of customer deductions. Works with customers and field sales to minimize future errors. May assist with the processing of certain deductions.
  • Identifies and implements opportunities for process and system improvements, to decrease overall costs, increase department productivity, and improve customer service.
  • Responsible for SOX compliance - monitoring and tracking manual orders and returns; and period close procedures. Must ensure that all orders are shipped and processed at month-end.
  • Responsible for organizing and updating system and process training guides. Responsible for training of new hires.
  • Responsible for ad hoc KPI reporting on top 10 accounts as well as monthly case fill reporting by business
  • Participates in cross-functional customer meetings and may attend meetings with customers and sales. Responsible to conduct yourself and ensure your subordinates (if applicable) conduct themselves in a manner consistent with company mission, values, code of ethics, policies, and other standards of conduct.

EXPERIENCE & EDUCATION REQUIRED:

  • Bachelor’s Degree preferred in related discipline such as Business, Communication or Supply Chain or equivalent experience
  • 5+ years related experience including training of Customer Service staff preferred
  • Broad business knowledge required
  • Knowledge of Consumer-Packaged Goods and Supply Chain preferred
  • Excellent PC skills including Microsoft Office Suite (Excel, Word, Outlook); knowledge of SAP is beneficial
  • Strong interpersonal skills including relationship building, teamwork, conflict resolution and customer service
  • Superior verbal and written communication skills
  • Advanced judgment and decision-making ability and detail oriented
  • Results oriented and strong organizational skills

The employing subsidiaries of Schwan's Company are Equal Employment Opportunity Employers. All qualified applicants will receive consideration for employment without regard to disability, age, race, color, religion, gender, vet status, national origin or other protected class.

Job Type: Full-time Business Unit: Req #: 22003916

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  • Corporate, Minneapolis-St. Paul-Bloomington, Minnesota, United StatesRemove

Get to know our growing global brands

Brand Logos
  • Big Daddy's
  • Edwards
  • Mrs. Smith's
  • MINH
  • Red Baron
  • Freschetta
  • Pagoda
  • Tony's