Customer Service Manager - Supply Chain in Krispy Kreme

Since its founding over 80 years ago, Krispy Kreme’s focus has remained the same - making fresh, premium quality doughnuts inspired by their founder’s original recipe. The brand’s iconic Hot Light lets guests know when doughnuts are being made fresh in shop so they can enjoy hot doughnuts fresh off the line. To make Krispy Kreme’s in-shop experience even sweeter, many shops across the globe feature the brands one-of-a-kind doughnut theatre, an immersive, interactive experience through which guests can see Krispy Kreme’s melt-in-your-mouth doughnuts being made right before their eyes. Our Krispy Kreme Manager, Customer Service, DFD Operations manages the Customer Service function for Krispy Kreme DFD customers. They will be primarily responsible for coordinating Krispy Kreme’s objectives, goals, strategies, initiatives, and measurement for best-in-class service for our DFD customers This role will serve a single point of contact for escalations from DFD customers and coordinate communication of customer concerns/feedback to appropriate teams within Krispy Kreme. This role will be responsible for ensuring that customer concerns are addressed and for closing the feedback loop with the customer. Krispy Kreme is a great place to work. When you look at us, you see mouth-watering doughnuts. When we look at you, we see a Krispy Kremer acting like an owner and shaping the future of our company. As one of the world’s most enduring brands, Krispy Kreme will help yourealize your potential and build a career that is sweeter than you could ever imagine. HERE’S A TASTE OF WHAT YOU’LL BE DOINGKey liaison between the Krispy Kreme sales/operations teams and DFD customers.Responsible monitoring multiple sources of information (email communication, formal customer escalation processes, KK field sales feedback, KK field Ops feedback…) to identify opportunities for improved service and quality.Continually review and analyze formalized quality and service feedback for trends.Monitor resolution process of customer feedback cases sent to the field for further action.Scan Based Treading (SBT) vendor supportNew customer setup supportProvide reporting to measure escalation frequency, resolution dwell time, escalation themes, etc. YOUR RECIPE FOR SUCCESSBachelor’s degree in business or related field (IT, Supply Chain, Finance) or equivalent training and experience required. Minimum of 3-5 years’ experience working in a combination of customer service, supply or demand planning, preferably in a CPG or food industry environment. Experience with CPG customers and distributor networks preferred - Convenience/Grocery/Mass/ClubExcellent proficiency using Microsoft Excel, Access or similar software. Experience with Smartsheet applicationStrong analytical and thinking skills and desire to learn new skills and possessing a strong sense of urgency and attention to accuracy and detail.Talent communicating effectively both orally and in writing with people at all organizational levels.Capable of managing a variety of tasks simultaneously with rapidly changing priorities.Demonstrated ability to work productively and effectively as part of a team.Strong attention to detail and acting like an owner to meet compliance regulations.Must be a culture fit respecting all opinions within our Krispy Kreme teamStrong organizational, problem solving and time management skills while being comfortable within a start-up type environment and demonstrates an awareness and appreciation for cultural diversity within our Krispy Kreme community and strong creative, analytical and innovative thinking skillsAbility to effectively present information and respond to questions from groups of team members, managers, Must possess current, valid driver’s license and must meet Krispy Kreme Safe Driving Policy· BENEFITSComprehensive benefits (medical, vision, and dental insurance)Employee discount program401K planPTO and “dream” daysCompany eventsEducation ReimbursementHospital Indemnity InsuranceAdoption AssistanceLife InsuranceFSA/HSA PlansPet InsuranceKrispy Kreme is an iconic, global brand that has offered the highest-quality doughnuts and great-tasting coffee since it was founded in 1937. Today, Krispy Kreme operates as a public company traded under the ticker symbol, DNUT, on the Nasdaq Global Select Market. Krispy Kreme’s over 1,600 shops can be found in 33 countries across the globe. Of these locations, the brand owns and operates 307 shops in the United States and Canada, 239 in Mexico, 125 in the UK and Ireland, 52 in Japan, and 38 in Australia and New Zealand, with the remaining locations run by franchise partners largely in the international market. In addition, Krispy Kreme doughnuts can be found in approximately 12,000 grocery, convenience, and mass merchant stores in the U.S. Show more Show less Должностной уровень Руководитель среднего звена Тип занятости Полный рабочий день Должностные обязанности Администрация, Стратегическое планирование и Обслуживание и поддержка клиентов Отрасли Услуги предприятий питания и Транспортные услуги, логистика, цепочка поставок и услуги хранения