Customer Collaboration Manager Job Details Job Location Park Ridge - Park Ridge, NJ Description Do You Love Candy and Snacks? Are you looking to join an ever evolving and rapidly growing team? PIM Brands might be exactly what you’re looking for! At PIM, we create brands you love. Our portfolio of products, from Welch’s® Fruit Snacks to Sun-Maid® Chocolate Raisins and Sour Jacks® Sour Candies, are enjoyed by millions of consumers every day. When it comes to careers, we seek talented, result-oriented individuals who want to play a part in building iconic brands and products. You’ll thrive in our collaborative, dynamic, and fast-paced office environment. At PIM, you can make an immediate and lasting contribution to the growth of these beloved snack and confectionery brands. Position Overview: We are currently looking for an experienced Customer Collaboration Manager to start a SWEET career as part of our Customer Service at PIM’s headquarters in Park Ridge, New Jersey. As a Customer Collaboration Manager, you will foster a productive environment within a customer-facing team. You’ll oversee the performance of your team to ensure they meet market demands and deliver high-quality customer service. Your responsibilities include managing incoming order volume, organizing and motivating support specialists, and communicating customer behavioral trends to other departments. After hiring, you will ensure that new specialists are properly trained and equipped for success, organizing training and helping them adjust to their new roles. Key Responsibilities: + Maintain an organized system of records, informational, and training documents on the server for easy reference. + Establish and maintain high performance across all areas, collaborating with Sales Support leads when necessary. + Instill an attitude of customer advocacy and engagement. Launch a Customer Fulfillment program (Customer Service Level %) and OTIF metric-based programs to improve the supply chain organization. + Drive continuous improvement in order management, review processes, and make recommendations. + Assist in developing and implementing service policies; explain these to staff and customers. + Assess service statistics and provide reports on findings. + Stay informed on industry standards, techniques, and methods. + Oversee the setup and implementation of new accounts with a “Right, First Time” mentality. + Prepare weekly recaps on order volumes, shipments, and trends. + Interface with senior-level internal Sales Executives and Customer clients. + Collaborate with the supply chain team to mitigate fines/deductions with customers and achieve year-over-year improvements in financial metrics. Qualifications + Minimum of 5 years in customer service management or leadership roles. + Effective communication skills for interfacing with senior leadership and customers. + Proficiency in Microsoft applications. + General knowledge of EDI systems. + Exposure to SAP/S4 HANA preferred. + Strong understanding of consumer products industry terminology and tools. + Process improvement experience. + Highly detailed and accurate in managing processes. + Strong data analysis, critical thinking, and problem-solving skills. + Ability to make sound decisions and explain policies/procedures. + Investigative skills with follow-through on customer and broker commitments. + Professionalism and the ability to maintain high standards. + Support for continuous improvements. Expectations: + Be flexible and mobile, interacting with all departments, including production, warehouse, marketing, and finance, while keeping Specialists and CSRs engaged. + Demonstrate strong organizational skills and attention to detail; keep CSR knowledge up to date. + Communicate effectively with directors and VPs on ongoing projects. + Maintain control and knowledge of CSR functions; manage employee attitudes with professionalism. + Set goals for each team member and track progress. + Address employee issues as needed. + Handle serious customer issues promptly. + Use technology to remove roadblocks and drive improvements. + Seek opportunities to better support and train the team. + Focus on continuous improvement and keep up with product portfolios. + Collaborate with other managers to document processes in the ERP system. Worksite: + Location: PIM Brands Global Headquarters, Park Ridge, New Jersey + Work Type: Hybrid - On-site Monday through Thursday, remote on Fridays + Travel: Estimated 10-15% travel to manufacturing locations, trade shows, retailer/broker/customer reviews, etc. We Offer: + Competitive total compensation package, including bonuses, 401(k) plan match, and other incentives (*based on eligibility and position). + Comprehensive benefits starting Day 1, including medical, dental, vision, disability insurance, and more. + A diverse range of benefits tailored to support your optimal decision-making for yourself and your loved ones. + Paid personal time off, vacation time, floating days, and observed holidays. + Summer Fridays between Memorial Day and Labor Day weekends. + Business casual dress code. + An entrepreneurial and innovative culture with opportunities for internal career advancement. Awards & Accolades: + #10 Candy Company in North America + #26 Global Candy Company + Makers of Welch’s – #1 Fruit Snack in the U.S. + 2024 Advocate of the Year Award + Recognized by NJBIA for State-of-the-Art Manufacturing Facility and in Research/Development + Recognized by New Jersey Business Magazine in 2024 + Top 100 Privately Owned Company in the Metro NYC Market + Top 50 Employer in New Jersey PIM123 | #LI-PB1