Job Description

Exceptional customer care is the ingredient that makes a difference in everything we produce. And while it’s true that our quality dairy products are some of the world’s finest foods, it’s our people who add the finishing touch. At Darigold, Customer Care is Our First Ingredient.

The Customer Business Partner Manager is responsible for leading and managing a team of Customer Business Partners that support the entire order fulfillment process with focus on service excellence that exceeds our customers’ expectations. This position is responsible for setting standards, working with cross-functional teams, process improvements and order to delivery efficiencies.  Additionally, you will partner with our supply chain and logistic teams to drive productivity initiatives and service improvements.

Essential Duties and Responsibilities:

• Recruit, hire and mentor a team of six- eight Customer Business Partners covering both Food Service and Retail customers
• Set clear goals and expectations for the Customer Business Partner team
• Understand and be knowledgeable about the customer portfolio: product assortment, logistics requirements, new business addition, promotions etc.
• Develop strategies focused on providing best in class customer service

• Meet and exceed all KPIs and ensure delivery of quality customer service
• Manage product availability communication to ensure team is informed of product issues, delays, and recovery plan
• Manage project coordination between cross functional teams to provide best customer service experience
• Understand, challenge, and identify operational opportunities with cross-functional teams to level customer service and success
• Help lead and coordinate systems improvement and training efforts in Customer Service (IMI, OTM, CRM, Oracle etc.)

• Collaborate cross-functionally to create a seamless integration of customer’s and Darigold’s order processing systems

• Improve service results by studying, evaluating, and re-designing processes
• Establish and communicate service metrics; monitor results and implement changes

• Identify order fulfillment and service efficiencies using customer specific performance reporting tools, Power BI and Microsoft analytical tools

• Develop and manage best practices procedures, policies, and standards

• Identify customer logistics process efficiencies and on-going continuous improvement efforts

Knowledge Skills and Abilities:

• Outstanding written and verbal communication and relationship management skills.
• Outstanding ability to build relationships with internal teams as well as customers
• Must be extremely flexible and enjoy working in a fast-changing environment
• Must be able to work well in a self-managed team environment
• Ability to work under pressure and to make decisions autonomously
• Strong attention to detail in a highly dynamic and changing environment
• Ability to apply critical thinking and analyze information
• Working knowledge of Microsoft Office (with an emphasis on Excel)
• Must have flexibility for weekend work as needed.
• 10% travel required

Education and Experience:

• 5-7 years of relevant experience in customer logistics, customer service or supply chain
• Bachelor’s degree in Business Management, Supply Chain, Logistics or Manufacturing required
• 1-2 years proven experience in change management a plus
• CPG food and beverage industry preferred
• 2-3 years of management experience
• Experience with Excel and PowerPoint

Darigold is known for delivering fresh, high quality, value-added dairy products to people, & customer-driven solutions to organizations, all around the globe. We are the 5th largest dairy Co-Op in the US & one of the largest privately held organizations headquartered in Seattle, Washington. We produce over 10 billion pounds of milk every year! Since 1918, our Farmer-owners have taken great pride in producing nutritious dairy products with unsurpassed quality. Our work environment provides a results driven, collaborative space, with open & transparent communication, & a culture of celebrating everyone’s wins. Our mid-size private business model provides the ability to have dynamic involvement at all levels of our organization.  We are also proud to say we offer an excellent Total Compensation Package & a few other unique perks to our industry!

Our vision at Darigold is to Lead Dairy Forward – achieving that vision requires cultivating and supporting a team with varying backgrounds, experiences, and perspectives. We are committed to providing a workplace based on mutual respect where all employees feel included and can bring their best and authentic selves to work every day.

We are proud to be an Equal Opportunity Employer and Affirmative Action Employer. We welcome all qualified applicants without regard to race, color, national origin, sex, gender identity and expression, age, sexual orientation, veteran status, disability, marital status, creed, religion, genetic information, or any other characteristic protected by federal, state, or local law.

As a condition of employment applicants offered a role will be required to successfully pass our pre-employment background screen, receive a negative drug screen result & confirm eligibility to work in the U.S. We participate in E-Verify – please follow the links for details, English / Spanish & view our Right to Work Statement, English / Spanish.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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