Bdgrowers

SR Manager - Global Customer Service

Sacramento, CA · Senior

Sponsorship not specified$103k-$134kDetected 30 days ago

Project ManagementSAPSupply ChainERPCustomer SupportLeadershipCommunicationCollaborationMentoringDemand Planning

About the role

Blue Diamond Growers, "The Almond People", headquartered in Sacramento, CA is a cooperative of approximately 3,000 California Almond Growers with sales exceeding $1.5 Billion annually..
Our team has a strong brand with an expanded retail presence both in the US and internationally, in addition to a strong B2B business activity with large food companies across the globe.
This role is key to ensuring strong customer relationships with new and existing customers with a focus in CPG, Branded and Ingredients business.

Build and lead a high-performing global customer service team by hiring, coaching, and developing talent
Design and implement a customer service capability framework aligned to customer segmentation, ensuring the team delivers differentiated and scalable service levels/
implement corrective actions based on root-cause analysis.
Lead continuous improvement initiatives by developing and standardizing efficient, repeatable processes that enhance productivity, reduce variability, and improve service outcomes.
Serve as a strategic cross-functional leader, partnering with Sales, Supply Chain, Transportation, and Planning to align priorities, remove barriers, and optimize the end-to-end customer experience.
Lead organizational change efforts to advance customer service capabilities
Partner with Demand Planning and Supply Chain to improve forecast alignment, order execution, and service reliability based on lead times and planning parameters.
Embed a strong commercial mindset within the function, partnering with Sales to support revenue targets, pipeline growth, and strategic account development.
Build and lead a high-performing global customer service team by hiring, coaching, and developing talent; set clear expectations, performance standards, and measurable goals aligned to business objectives.
Lead organizational change efforts to advance customer service capabilities; influence stakeholders and ensure adoption of new processes, tools, and operating models.

Bachelor's Degree
10 years of customer service experience handling global B2B customer accounts preferably in CPG, Branded, Ingredients.
High degree of strategic and analytical capability, agile and forward thinking, including the ability to analyze complex customer service issues, that will help evolve the level of business acumen of the team.
5 years' experience with direct people management and talent development
Proven track record of cross functional project management leadership
Must be capable of strategically driving a nimble and agile team, exemplifying existing BDG values
Must be able to work under pressure and be skilled at managing multiple priorities with flexibility to pivot as needed
Must be capable of exercising judgment and choosing appropriate trade-offs to achieve economic goals
Must be able to work under pressure and can prioritize important and often competing issues

Check out the BDG Benefits, Health & Wellness Guide HERE.
Drive performance through data and accountability, owning KPIs such as OTIF, A/R, EDI adoption, inventory health, and customer scorecards

Blue Diamond Growers is an Equal Opportunity and E-Verify Employer
BDG provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

This listing is sourced directly from Bdgrowers's careers page and normalized into a canonical job model.