Job Description

Bigelow Tea is the number one specialty tea company in the United States.   We are a family-owned and operated business and a Certified B Corporation.  Being a certified B Corp officially recognizes a commitment that has been part of the company’s DNA since it was founded over 75 years ago. Our purpose has always been about much more than making profits. We are committed to good citizenship, ethical business practices, accountability, transparency, protecting the environment, sustainability and supporting our communities. We pride ourselves in caring about each and every one of our employees.  We have a long-term outlook and are constantly working to create an environment that inspires people to make positive contributions every day.  Bigelow is currently looking for a select, talented individual, that shares our values, to join our growing team.

DEPARTMENT MISSION STATEMENT

To responsibly serve our internal and external customers by driving improvements and innovation in the Supply Chain to provide a consistent supply of quality materials, products, and services in the most efficient and sustainable way possible.

 

SUMMARY

 

This position reports to the Vice President of Supply Chain and will operate cross-functionally within the company as a member of the Management Council.  The Customer Service Manager leads his/her team in all aspects of Customer and Consumer Services.   The Customer Service Manager is accountable to ensure all order management and consumer response processes are executed accurately and timely, and to provide all customers (internal and external) with service that is reflective of the Bigelow Home Values.

 

JOB DESCRIPTION

STRATEGIC THINKING AND GOAL DEVELOPMENT

• Set direction to enable the Customer Service team to excel at service, productivity, and accuracy.
• Develop Customer Service goals, strategies, and initiatives that support the overall company strategic plan.
• Evaluate current technology and assess opportunity for improvement. Develop a technology and skill roadmap to ensure team is capable of meeting future business changes.

• Establish and maintain relationships within the industry to stay abreast of competitive activity and market trends.

 

ESSENTIAL DUTITES AND RESPONSIBILITIES

• Lead the day-to-day operations of the Customer Service, Consumer Services and Call center functions.
• Identify and lead process improvements that will result in better service, a reduction in costs, and/or process efficiencies.
• Develop and maintain departmental metrics to ensure accuracy and timeliness of order fulfillment.
• Establish and maintain professional standards for the department including customer responses, reimbursement policies and corporate policies. Review and revise policies as necessary.
• Partner closely with Sales to ensure customer requirements are understood and met.
• Collaborate closely with the SC Logistics Manager and Finance team to manage customer compliance issues and to ensure claims are filed and reconciled in a timely manner.
• Forge strong partnerships with other functions within the organization such as Manufacturing, Planning and Logistics to ensure optimal service and best cost profile is achieved.
• Maintain a strong focus on data integrity in all systems associated with order fulfillment.
• Ensure accuracy of the price files and manage the execution of any pricing or product promotions. Ensures that any price structure changes are reviewed and approved by Finance.
• Prepare and issue quarterly reports summarizing department KPI’s and others upon request.

TEAM ALIGNMENT AND DEVELOPMENT

• Recruit, train and inspire team to provide the highest levels of customer service.
• Establish annual performance goals for team members. Provide regular performance feedback, including the identification of opportunities for improvement, to drive individual growth and development.

 

• Support initiatives that drive the company values throughout the department and organization. Maintain alignment with the broader Supply Chain team.

 

 

LEADERSHIP SKILLS REQUIRED

• Excellent oral / written / interpersonal communication skills with the ability to influence others.
• Ability to effectively present information to top management.
• Strong analytical and problem-solving skills.
• Ability to train, motivate, coach and develop individuals.

• Demonstrated Project Management experience and strong cross-functional team orientation.

 

DIRECT REPORTING POSITIONS

• Senior Customer Support Representative
• Customer Service Lead Representative
• Consumer Services Supervisor
• Call Center Supervisor

 

EDUCATION and/or EXPERIENCE

Bachelor’s Degree in Supply Chain, Operations, or another related field. Minimum of 7 - 10 years of experience in an organization recognized for excellent customer service; CPG experience preferred. 

End to end knowledge of Order to Cash Process as well as all Supply Chain processes from manufacturing through distribution. Previous experience in Operations, Logistics or Supply Chain is a plus.

Proven ability to drive process improvement to deliver top quality service metrics.

In-depth knowledge of ERP and CRM systems, EDI transactions, and willingness to embrace new technologies in the pursuit of improving service and streamlining workflows.

Experienced in leading a team of professionals.  

Successfully led and participated on cross-functional teams.

 

TRAVEL REQUIREMENTS

5 - 10% (Domestic)

 

Bigelow Tea is an Equal Opportunity Employer. Bigelow Tea does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.