Customer Service Manager

Dawn Foods•Louisville, KY

7d•Hybrid

About The Position

Dawn Foods is seeking a Customer Success Manager to lead the Customer Service and Distribution Specialists teams in Louisville, Kentucky, and Crown Point, Indiana. The role oversees daily team operations and customer support, ensuring high service standards, KPI performance, and compliance with standard operating procedures. The position partners with internal and external stakeholders to provide a best-in-class customer experience and supports continuous improvement across Customer Success operations. This is a hybrid role requiring onsite work at the Louisville Distribution Center at least three days per week, with travel of up to 25%. Candidates must live within commuting distance of Louisville, Kentucky. Relocation assistance is not available. Flexibility may be needed to address customer, business, and team needs. The manager leads team development, performance, and retention; oversees regional order management and administrative processes; and collaborates with Commercial, Digital, Supply Chain, and other teams. The position also supports timekeeping and scheduling, and may take on additional duties assigned by leadership.

Requirements

High school diploma or GED required.
Bachelor’s degree and at least 5 years of relevant experience in Customer Service, Administration, Order-to-Cash, Operations, or a similar area; alternatively, 9 years of relevant experience in lieu of a degree.
At least 3 years of experience managing and developing a customer service or similar team.
Experience using SAP is required.
Ability to manage conflict effectively and manage expectations of Sales, customers, and the business.
Ability to communicate effectively with professionalism, confidentiality, and discretion.
Ability to balance customer needs with business goals and develop and execute appropriate corrective action plans.
Must reside within commuting distance of Louisville, Kentucky.
Ability to safely lift and move materials and products weighing up to 25 pounds routinely.

Nice To Haves

Experience in a distribution environment.
Experience in the food industry.
Knowledge or experience with OnBase, CRM tools such as Salesforce, and payroll software.

Responsibilities

Ensure satisfactory resolution of customer concerns and inquiries.
Manage daily order management within the region.
Develop and maintain effective internal and external customer relationships.
Achieve Customer Success key metrics and performance indicators; monitor team progress toward targets.
Support direct reports through onsite visits and regularly scheduled team and one-on-one meetings, including meetings through Microsoft Teams.
Schedule and travel to each market at least quarterly to support remote team members.
Develop team members and support pathways for career growth and retention.
Recruit, develop, coach, and mentor teams to deliver a best-in-class customer experience.
Participate as a supporting member of leadership within designated Distribution Market Centers.
Collaborate with Commercial, Digital, Supply Chain, and other teams to support the customer experience.
Support Customer Success Operations in implementing processes that drive continuous improvement and consistency.
Ensure team utilization of and compliance with technology supporting internal and external customer activities.
Oversee OnBase AP routing, deposit processing, credit memo processing, monthly accruals, and local and regional administrative responsibilities.
Support and ensure compliance with timekeeping using ADP Time Workforce Manager.
Manage and schedule time-off requests to ensure adequate coverage.
Perform additional duties as assigned by leadership.