Retail Customer Service Manager, Stockton, CA

Since 1912, when it was started by a group of California walnut growers, Diamond of California® was on a mission to bring the bounty from California’s Central Valley walnut orchards to America’s tables. From the beginning, we sought out the very best with the knowledge that Diamond Nuts would be used in treasured and new family recipes. Today, we bring a wider range of nuts from our growers and farms to tables worldwide. Now over 105 years later, we are still guided by our belief that Diamond Nuts are Made for Homemade.

Along with our sister company (National Pecan), Diamond of California is part of Diamond Foods, LLC, headquartered in Stockton, California. Diamond Foods is now owned by Blue Road Capital, a private equity firm based in New York, which is focused on holdings in the agricultural space. With the support of Blue Road Capital, Diamond of California is in the midst of a major transformation to create a modern growth brand participating the growing consumer desire to incorporate more plant-based products in their diets, for reasons including health and wellness, taste, texture and variety.

Diamond of California is a leader in the culinary (recipe) nut category, with the largest branded share in America’s grocery stores. Culinary nuts are generally raw, unflavored nuts sold in both the baking and produce departments. Diamond is on a renewed mission to lead this category for the next generation of consumers who use nuts in cooking, baking, snacking and even in beverages. We are still in the emerging stages of a complete brand renovation, which encompasses product, packaging, pricing, placement, marketing, and new product development.

Diamond has led the category’s marketing in the areas of social media and food influencer partnerships, partnering with a boutique San Francisco-based public relations agency. The brand has the largest social presence in the category with nearly 800,000 followers on Facebook, approximately 5x greater than the next brand. In addition, Diamond was an early culinary nut innovator in food influencer partnerships, working with the blogger and chef communities to create a culinary influencer program. We partner with bloggers and chefs for content, recipes, and authentic endorsements of Diamond nuts.

POSITION OVERVIEW: To cultivate and retain a cohesive group that is actively servicing the needs of domestic retail customers while meeting Diamond’s overall objectives.

DUTIES AND RESPONSIBILITIES:

· Develop a good working relationship with Customers, Brokers, Regional Sales Force and Sales Operations. Keep them informed of any impending issues that may have an impact to customer’s orders.

· Monitor all new orders are entered and released to Logistics team with enough lead time to meet customers requested dates.

· Assisting the Retail CSR team to resolve pricing, short lead time and weight issues.

· Working with internal EDI team, and broker/customers to resolve failed EDI orders.

· Including the onboarding of the new EDI customers.

· Examining orders to catch potential issues that may cause orders to be stuck in process or are unable to move forward and resolve the issues upfront.

· Ensure replies to customer, brokers and internally are made within 24hrs.

· Generate or develop reporting to Benefit the team’s ability to monitor order status, timely shipments, and cuts.

· Benefit sales inquiry to Diamond/customer specific performance.

· Work with planning to anticipate product shortages to proactively communicate to sales team for preventative measures and or adjustments to prioritize shipments.

· Understand and respond quickly to problem solving without hesitation.

· Exemplify a “can do” aptitude for getting things done and exhibit a positive approach to all challenges.

· Supervise and train seasonal personnel in order processing and monitoring.

EDUCATION AND RESPONSIBILTIES:

• Minimum five years related experience in Retail CPG.

• Strong proficiency in Microsoft Word and Excel.

• Manufacturing environment experience.

• Strong personal interactive skills.

• Strong analytical skills.

• Strong listening skills.

• Must be multi‐task oriented.

• College degree and basic understanding of the JD Edwards system is a plus.

Diamond Foods Holdings, LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability. re-employment drug testing and background check required. Interested parties please submit your resume to humanresources4@diamondfoods.com or visit our website at www.diamondfoods.com for more information.

Diamond Foods will consider for employment-qualified applicants with criminal histories in a manner consistent with the requirements. Diamond Foods, LLC does not accept unsolicited headhunter and agency resumes. Diamond Foods will not pay fees to any third-party agency or company that does not have a signed agreement with Diamond Foods, LLC

Pre-employment drug testing required. AA/EOE/M/F/D

Job Type: Full-time

Pay: $75,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years
• 5 years
• 6 years
• 7 years
• 8 years

Shift:

• 10 hour shift
• 8 hour shift
• Day shift

Weekly day range:

• Weekends as needed

Experience:

• Customer service: 5 years (Required)

Ability to Commute:

• Stockton, CA 95205 (Required)

Ability to Relocate:

• Stockton, CA 95205: Relocate before starting work (Required)

Work Location: In person