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Customer Service Account Manager - EBF

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Date: Jan 10, 2019

Location: San Juan Bautista, CA, US

Company: DANONE

Danone North America is the largest Benefit Corporation in the world. Our mission is to bring health through food to as many people as possible.

Danone North America is looking for a Customer Service Account Manager in San Juan Bautista.

GENERAL DESCRIPTION / PRIMARY PURPOSE

Earthbound Farm strives to provide the highest quality of customer service within the produce industry.  The Customer Account Manager role at Earthbound Farm requires a candidate who represents Earthbound in a professional and personable manner.  The best candidate will have a proven track record of dedicated customer account management with a strong attention to detail.  The role requires an ability to identify and communicate solutions within a fast-paced environment.  This role collaborates with various functions throughout the organization to include Regional Sales Managers, Demand Planning, Production Scheduling, Quality Assurance, Transportation, and Shipping.  

 

MAJOR RESPONSIBILITIES AND TASKS/DUTIES OF THE POSITION

  • Act as key point of contact for a group of dedicated customer accounts. 
  • Develop the knowledge of each dynamic customer account related to customer contacts, load days purchasing, warehousing, promotional approach, service expectations, KPI’s, etc.
  • Responsible for collaborating with the Sr. Manager of Customer Service to ensure streamlined communication throughout the supply chain, the customer, and sales.
  • Maintain an awareness of customer’s current activities such as: ads/promotions, new item launches, discontinued products, new product development, price changes, etc.,
  • Enhance the connection/alignment of customer activity to the supply chain - responsible for reviewing actual vs. forecast orders while accounting for ad activity on a daily and weekly basis. Effectively communicate with customers when volumes vary from expected forecast and communicate to the supply chain findings that could affect scheduling, inventories and shipping.
  • Identify and solve problems as they arise while promoting a collaborative relationship between operations and sales to quickly solve issues impacting the customer.
  • Develop company and operational knowledge to address customer questions and complaints.
  • Respond to exception management information/data provided through daily reports (call sheets, ad reports, forecast reports, customer order management systems – pricing, reconciliation, etc.) 
  • Manage all customer related information needed to perform job functions effectively by utilizing tools provided via system and or hard copy (CDR, customer profile, customer matrix)
  • Develop a thorough understanding of the functionality within the SAP system.
  • Maintain a high accuracy level with regards to data entry and written/verbal communication.
  • Act as a liaison, in partnership with the Sr. Customer Service Manager, between Sales and Operations in the quest to provide solutions to issues while ultimately providing the customer with what they want and at the right time.
  • Process all rejections received for the customer base assigned by following the outlined procedure.
  • Adhere to all guidelines, processes, and procedures.  Aid in the development of documenting procedures.
  • Responsible for ensuring proactive communication with the customer of prorates to their orders due to agricultural or production shortfalls.
  • Accountable for ad hoc projects assigned by the Sr. Customer Service Manager
  • Perform other related duties as assigned.

 

JOB SPECIFIC COMPETENCIES (Knowledge, Skill, Experience Requirements)

  • Excellent communication skills (both verbal and written)
  • Must have experience in sales order systems as well as demonstrate an ability to navigate fluently within Microsoft tools, i.e. Word, Excel, Outlook.
  • Highly organized, self-motivated and self-directed, think and act independently while also participating within a team environment.
  • Strong time management skills with the ability to multi-task,
  • Attention to detail and ability to handle urgent interruptions with poise and professionalism.
  • Consistently exhibit the aptitude to maintain focus while managing personal workload efficiently and effectively in an ever-changing environment.
  • Strong listening skills and ability to connect with others while building long lasting relationships.
  • Demonstrate a strong initiative and solid judgment skills.
  • Ability to plan and execute assignments to completion with minimal supervision.
  • Display an innate ability to influence and persuade when the opportunity presents itself.
  • Focused on developing self and continuing to leverage strengths while contributing to the overall team development.
  • Demonstrate skills to navigate positive conflict management.
  • Utilize critical thinking, problem-solving skills and the ability to use independent discretion for decision-making.
  • Overtime as required; on-call as required; Holidays as Required.

 

INTERNAL & EXTERNAL RELATIONS

  • Customer Service
  • Commodity Sales
  • All Supply Chain Functions
  • Customers primarily at the buyer level
  • Regional Sales Organization

 

EDUCATION AND CERTIFICATION

  • BA Degree or Equivalent Experience
  • Minimum 4 years’ experience in same or similar position
  • Proven track record of experience within the agricultural food industry a plus

Danone North America is a Certified B Corporation business unit of Danone and operates in the U.S. from headquarter offices in White Plains, NY and Broomfield, CO. For more information, please visit DanoneNorthAmerica.com. 

Danone 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, veteran status, genetic characteristic or any other unlawful criterion. 

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf


Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto

Job Segment: Account Manager, Service Manager, ERP, Supply Chain Manager, Sales, Customer Service, Technology, Operations

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