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 just be exactly what you're looking for!
At PIM, we make the 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. And when it comes to careers, we seek talented, results-oriented individuals who want to play a part in building amazing brands and products while working in a collaborative, dynamic, and fast-paced office environment. At PIM, you can make an immediate and lasting contribution to help grow iconic snack and confectionery brands, no matter your area of expertise.
We are looking for a Sales Support Manager interested in starting a SWEET career as part of our Customer Solutions team at PIM's Headquarters in Park Ridge, New Jersey.
The Manager is tasked with fostering a productive environment within a customer-facing team. They will oversee the performance of a team of employees to ensure their team is keeping pace with market levels and demands. They are responsible for delivering high-quality customer service experience. They organize and motivate Support Specialists, manage incoming order volume, and communicate customer behavioral trends to other departments. After hiring, managers ensure that new specialists are properly trained and equipped with all the tools they need to be successful. They oversee and assign required training and help new hires adjust to their new roles.
Essential Duties & Responsibilities

• Maintain an organization of orderly files and informational/training documents on the server for easy reference.
• Establish and maintain high-performance levels across all areas and channels, know when to step in with Sales Support leads.
• Instill an attitude of customer advocacy, customer communication, and engagement at the highest level. Launch Customer Fulfillment (Customer Service Level %) and OTIF metric-based programs for the supply chain organization to improve/mitigate/manage.
• Point person for deductions management, full collaboration with A/R
• Continuous improvement in order management. Develop review processes/practices and make recommendations accordingly.
• Assist with the development and implementation of service policies and explain these to staff and customers. Comprehension of each customer supplier agreement and new adaptations to keep the team posted on improved changes.
• Assess service statistics and report on findings.
• Stay informed on industry standards techniques and methods.
• Monitor the setup, and implementation of new accounts with the goal of "Right, First Time" approach.
• Prepare weekly recaps on order volumes, shipments, and trends.
• Ability to interface at senior level, provide effective communication to internal Sales Executive leadership and Customer clients.
• Work with all areas of the supply chain team to advance and mitigate fines/deductions with a customer base. Year-over-Year improvements with financial metrics

Requirements/Expectations:

• Flexible and agile - be able to interface with all departments, i.e., production, warehouse, marketing, and finance, and keep the Specialists and CSRs engaged in all areas.
• Have strong organizational skills and attention to detail, pass along training tips and keep team's knowledge base up to date.
• Be able to listen effectively and communicate with directors and VP's about ongoing projects.
• Maintain a sense of control, and knowledge about the departmental functions, and always manage employees' attitudes by putting forth a professional demeanor.
• Set goals for each team member and check the progress.
• Step in to assist with serious and consequential customer issues.
• Remove roadblocks through technology when and where it is available. And where necessary, lead new use of technology for improvements.
• Remove barriers and seek opportunities to better support and train the staff. Resolve team/employee issues when necessary.
• Focus on continuous improvement and keep current with the product portfolio.
• Work in tandem with other managers to document all processes in the ERP system.

Qualifications

• Bachelor's degree is required.
• 6 years in Customer Service management or a leadership role
• 5 years of experience managing and leading a team of direct reports.
• Effective Communication skills with senior-level and customer interface
• Proficient in all Microsoft applications
• Have general knowledge of EDI systems.
• Have a general understanding of the business tools and terminology within the consumer products industry.
• Process improvement experience and the approach to support improvements.
• Manage processes, with accuracy and highly detailed.
• Data analysis skills
• Familiarity/experience with SAP and knowledge of S4, is a plus.
• Supply chain or logistics knowledge is a plus.
• Critical thinking and problem-solving skills
• Confidence in own judgment and ability to make good decisions.
• Be able to explain policies and procedures while researching and assembling information from a variety of internal sources to assist in responding to inquiries from established and new potential customers.
• Have investigative skills and be able to follow through on commitments to customers and brokers as well.
• Possess, maintain, and set high standards and strong professionalism.

Worksite:

• The PIM Brands Global Headquarters in Park Ridge, New Jersey
• The role requires working on-site: Monday thru Thursday. Work from home/remotely on Fridays.
• Estimated <10-15%; to manufacturing locations, trade shows, retailer/broker/customer business reviews, etc.

We are proud to offer:

• Total compensation package including bonus, 401(k) plan match and other incentives (*based on eligibility and position)
• Comprehensive benefits package - EFFECTIVE DAY 1, Including medical, dental, vision, disability, insurance plans and much more
• Diverse range of benefit choices tailored to support you in making optimal decisions for yourself, your loved ones, and your preferred way of life.
• Personal time off, vacation time, floating days and observed holidays
• Summer Fridays between Memorial Day weekend and Labor Day weekend
• Business casual dress
• Entrepreneurial and innovative culture offering the opportunity for internal career advancement

Awards & Accolades:

• #10 Candy Company in North America
• #26 Global Candy Company
• Makers of Welch's - #1 Fruit Snack in U.S.
• 2024 Advocate of the Year Award
• Recognized by NJBIA - State-of-the-Art Manufacturing Facility and in Research/Development 2024
• Recognized by New Jersey Business Magazine 2024
• Top 100 Privately Owned Company in the Metro NYC Market
• Top 50 Employer in New Jersey

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