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Manager, Customer Service, Nutricia - Maryland


Date: Jul 17, 2019

Location: Rockville, MD, US

Company: DANONE


Nutricia, within Danone North America, is looking for a Customer Experience Manager in Rockville, MD.  


Danone North America is the largest Certified B Corp & public benefit corporation in the world. Some of our brands include: Dannon, Activia, Horizon Organic, Happy Family, International Delight, Silk, Vega, Oikos, Light & Fit, So Delicious Dairy Free, Stok, Two Good, Wallaby Organic, Left Field Farms, Good Plants Diary Free, Yo Crunch, Evian & Nutricia.


Position Summary:

The Customer Experience Manager is to deliver a high level of customer service and satisfaction while minimizing the total cost to service through continuous improvement of operational effectiveness, employee productivity and profitability.

Essential Functions:

  • Lead and continuously develop a high performing customer services team
  • Continue developing and roll out of customer experience and satisfaction improvement strategies across Nutricia North America locations
  • Create joint solutions/new ways of working with customers/distributors to improve access, sell out service as well as optimizing costs
  • Establish continuous improvement goals to maintain focus on customer satisfaction, increased efficiency and streamlined operations
  • Interface with Nutricia executives to prepare and deliver performance reports, as well as develop and execute strategic initiatives
  • Develop and measure metrics that track contribution and progress on customer satisfaction, efficiency and productivity improvements
  • Manage the Order To Cash (OTC) process, customer complaints and lead a complaints reduction program in collaboration with colleagues as needed
  • Monitor and ensure compliance with all HIPPA and other pertinent regulations for a team dealing with sensitive patient and financial information
  • Participate in industry organizations to follow latest trends in CRM, IT solutions,

Knowledge, skills and abilities:

  • Knowledge on the value of each customer.
  • Ability to listen to customers and fix problems.
  • Ability to empower and listen to the customer service representatives.
  • Ability to engage the entire company behind Customer Services.
  • Problem solving skills.
  • Excellent verbal and written communication skills.
  • Strong ability to lead a team.
  • Demonstrated ability to capture, understand, manage and resolve questions and issues.
  • Ability to manage expectations, create high level of satisfaction and effectively convey customer needs to colleagues and functions throughout the company.
  • Bilingual skills (English/French) is a plus.
  • Proficient with MS Office including Excel, Word and PowerPoint.
  • Ability to work independently and as a member of a team.
    Supervisory responsibilities:
    The Customer Experience Manager has 10 direct reports:  Customer Service Representative.

Minimum qualifications:

  • Bachelor’s degree
  • Minimum 5 years Customer Services management experience, preferably in the healthcare industry


Success factors:

  • Customer service is improved based on customers’ feedback.
  • Customer support and customer handling.
  • Supplier collaboration.
  • Supply chain strategy.
  • Process and project excellence.
  • Performance and total cost management.
  • Value creation.



For more information about Danone, its people and its business, please visit


Nutricia Advanced Medical Nutrition is focused on pioneering and delivering specialized nutritional solutions and Best Care for medical professionals and their patients, helping people live healthier and longer lives. Nutricia North America was established in 1983 and is headquartered in Rockville, MD.  We seek to provide solutions and services wherever nutritional intervention can be shown to improve clinical outcomes.  In partnership with doctors, healthcare professionals and caregivers, we work to make a real difference in people's lives by speeding recovery and encouraging independence.  Our ambition is to deliver only proven benefits through nutrition, as an integral part of disease management. Consisting of a wide variety of FDA and Health Canada regulated nutrition products, we are especially active in the management of inherited metabolic diseases, severe pediatric allergic and gastrointestinal disorders, pediatric epilepsy, and long term and critical care for seniors.


Nutricia North America is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, veteran status, genetic characteristic or any other unlawful criterion.

Nearest Major Market: Washington DC

Job Segment: Service Manager, Manager, Supply Chain Manager, Supply, Customer Service, Management, Operations

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