Job Description

The Senior Customer Business Partner, reporting to the Leader of Customer Care, will lead activities and projects to ensure superior customer service experience from first contact through payment for their assigned customers or channel.  This position has the dual mandate of serving the customer, through branded and private label programs, and serving Darigold.

The Senior is responsible for understanding and implementing the customer standards, metrics, and work processes, to ensure Darigold delivers customer executional excellence against the customer’s expectations.  This role works directly with strategic customers like Walmart, to provide forecast, replenishment, and inventory management support, which could include Vendor Managed Inventory responsibilities.  The Senior will be responsible for evaluating data, analyzing performance, identifying problems, developing recommendations, and implementing solutions to improve service, increase revenue and reduce costs for all Darigold consumer products.

This role works reports to the Leader of Customer Care, and will work in a matrix structure, receiving day-to-day direction, coaching and support from the Walmart Sales Director, to drive incremental volume, new business, and margin growth by managing both internal and external relationships critical to delivering customer service.  This role’s responsibility includes but will not be limited to order fulfillment/management, new customer set-up, new item set-up, accurate pricing, invoicing, deduction management and payments settlement processes.

This role will partner with sales, operations, supply chain and logistic teams to implement customer sales initiatives, new product development execution, productivity initiatives and service improvements.

Essential Duties and Responsibilities (other duties may be assigned):

• Contribute to delivering Consumer Products AOP objectives and initiatives to include but not limited to volume, net sales, EBITDA, SG&A expense reduction, customer service and retention metrics.
• Lead the strategic customer replenishment management and Vendor Managed Inventory.
• Deliver a superior customer experience by managing all critical processes in the Customer Lifecycle, to included but not limited to customer set-up, item set-up, pricing maintenance, trade processes management, order fulfillment, invoicing, deductions, settlement, and payments

• Create, refine, and assure achievement of internal service requirements defined by both internal and external Key Performance Indicators:
  • Accurate and timely new customer and item set-up
  • Order fulfilment
  • Order and invoicing accuracy
  • Delivery efficiencies and delivery routing improvements
  • Timely customer payments, deduction settlement and invoicing issue resolution
  • Customer forecasting accuracy
  • Strategic Customer Replenishment and Vendor Managed Inventory
  • CP volume and margin growth
• Improve customer experience by studying, evaluating, and re-designing processes, define implications of the change, implement changes, and monitor results

• Identify order fulfillment, logistics, invoicing accuracy, and other service efficiencies using internal and external customer specific performance reporting and analytics tools

• Lead systems training efforts for internal (IMI, OTM, CRM, Demantra.) and external customer systems (One World Sync, Retail Link, NOPA, Costco Portal, etc.)
• Manage product availability information to ensure team is informed of product issues and delays
• Collaborate cross-functionally to create a seamless integration of customer’s and Darigold’s processes and systems

Knowledge, Skills and Cultural Fit

• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external customers
• Self-motivated with critical attention to detail, deadlines, and reporting
• Ability to work well autonomously in a fast-paced and transformational environment
• Ability to work with and influence peers and management
• Complex program management / implementation, influencing and communication skills

• 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.
• 25% travel required

• Embody the values of Darigold.
  • Leadership
    • Action oriented, focused on driving results
    • Act with integrity and alignment when leading self and others
    • Embrace the company vision of leading Dairy forward
    • Facilitate productive and positive interactions with teammates that drives results
  • Stewardship
    • Demonstrate an enterprise value mindset that includes creating value for our farmers, employees, and customers
    • Be a responsible steward of Darigold’s assets including our reputation
    • Be a champion of dairy farming and the Northwest Dairy Association
  • Perseverance
    • Set’s high standards and goals for self and others
    • Resourceful in the face of obstacles and challenges, maintaining a solution-oriented mindset
    • Realistic and optimistic when facing market volatility and dynamics

Education and Experience:

• 5+ years of relevant experience in customer logistics, customer service or supply chain management
• Bachelor’s degree in Business Management, Supply Chain, Logistics or Manufacturing required
• CPG food and beverage industry experience preferred
• Analytic agility: Synthesize customer, consumer, category, competitive, and company insights into executable winning customer plans and tactics
• Organizational agility: Becomes knowledgeable about how the enterprise works and is effective at get things done through formal processes and informal relationship building

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.

594 total views, 0 today

Apply for this Job