Director of Customer Service (Foods)

Job Title: Director of Customer Service (Foods)
Contract type: Permanent
Location: Arizona, USA
Salary: TBC

Imperium Commodity Search is continuing its long running relationship with a rapidly growing and increasingly global dairy business in the US.  As part of their diversification and growth, our client is seeking an experienced customer service director to tie together the key elements of their sales offering across dairy products.  Facilitating efficient product flows and best-in-market customer service, the Director will manage the end to end process from order to delivery and manage internal reviews, reports and analytics to ensure continual growth of their service offering.

An excellent opportunity for someone with a genuine passion for the dairy markets, you will be managing a team of experienced, hardworking professionals in operations, service and logistics.  Providing for all elements of the supply chain, the primary goal is simple; foster positive and long-standing relationships with clients across the dairy market from the smallest manufacturer to global brands whilst demonstrating exemplary and market-leading capability and service levels.

Duties & Responsibilities: 

• Manage dairy product customer order flows, ensuring timely processing of customer orders
• Liaise with clients and dairy customers on stock availability, changes and quantities
• Provide solutions to dairy manufacturers, processors and producers, utilising internal teams and specialist to ensure a smooth trade flow and availability/timely delivery of dairy orders
• Tie up the functions of the dairy trade to effectively manage product in-flows and out-flows, ensuring customer service, logistics and sales are working seemlessly to provide outstanding customer service and satisfaction
• Ensure timely delivery of product, working with external logistics and freight providers on any logistical issues, improvments and enhancements to processes and customer service
• Act as a point of escalation for any customer issues, concerns or complaints and ensure rapid response to customer queries.  Liaise with internal teams to ensure resolution to escalations in a timely manner
• Ensure payment procedures and processes are followed, working with customers on any liquidity and credit issues as they arise
• Work to enhance customer credit and set-up/onboarding documentation and procedures
• Engage with senior management internally to ensure constant progression of the customer service function within the organisation, working on efficiencies of scale and development of process impacting both the bottom line and customer satisfaction

Requirements:

• 5-8+ years experience in a customer service management/VP or directorship position (ideally in the FMCG, Dairy, Foods or e-commerce industry)
• Degree educated in a relavent field (international business, administration, logistics, supply chain etc.) preferred
• Excellent communication skills, both written and verbal, in English
• Rapid response times, work ethic and attention to detail in a fast paced environment
• Understanding of logistics and supply chain, ideally within food products, dairy or similar
• People management experience preferred
• Excellent problem solving/decision making skills, including in a pressured setting or timescales
• Understanding of the CBP (Customs & Border Protection) and FDA (Food and Drug Administration) and international equivalents
• Basic accounting/finance understanding
• Based in Phoenix, Arizona or able to relocate

To find out more about this position please contact Mark Taylor at mark.taylor@imperiumcs.com or Zuzana Zvolenska at zuzana.zvolenska@imperiumcs.com +44 (0) 203 927 5091 or click the apply button.