Manager, Customer Operations (Walmart)

Kinder's•Bentonville, AR

2d•Hybrid

About The Position

Kinder's is seeking an experienced Customer Operations Manager, Walmart who is passionate about being part of a team of hard-working people focused on bringing the future of flavor to consumers everywhere. We are a fast-growing company working hard to bring amazing flavor solutions that are as exciting and delicious as they are simple to use to our consumers whether they are experienced cooks or first-timers in the kitchen. We are obsessed with quality and are 100% committed to being the most innovative company in any market we serve. Our mission is to bring awesome flavor to consumers whenever and wherever they are looking for it and whatever they are looking for it in (seasonings, sauces, gravy, marinades, or anything else we can come up with). We have experienced tremendous growth over the last 5 years, but we think we are just getting started. We love our consumers and are fired up to be part of their flavor journey. And we need more great folks to help us continue to raise the bar for what they think is even possible in their own kitchens. Today, we have over 100 products sold nationwide at retailers including Costco, Walmart, Sam’s Club, Whole Foods, Sprouts, Kroger, Safeway and many more. While we have been around for over 75 years, we have experienced explosive growth in the last 5 years and are now a top 5 brand in the U.S. in multiple flavor categories including seasoning blends, BBQ sauce, and wing sauce. To keep our momentum rolling, we need more passionate flavor advocates and builders to come and join our team and help us reach every kitchen across the U.S. and maybe even the world.

Requirements

Minimum of 5 years of customer service experience, preferably with Walmart background in consumer-packaged goods supply chain or operations
Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external partners.
Ability to set and achieve goals and engage in creative problem solving.
Strong organization skills and attention to detail are necessary, as well as commitment to seeing tasks through to completion.
Team player that works well cross functionally and seeks to collaborate across multiple functional areas in the organization.
Flexible, efficient, and motivated self-starter that requires little direction, with a proven ability in creative problem solving and managing multiple priorities.
A commitment and passion for being an active participant in our fast-paced, high growth company.
Proficient in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) products.

Nice To Haves

LUMINATE Experience preferable.
Familiarity with SAP a plus.
Bachelor’s degree preferred but not required.

Responsibilities

Act as resource to the Walmart and Sam's Club Portfolio on non-product related customer service requests and issues.
Receive, Process, Confirm and Coordinate Customer orders with 3PL partners/Sales/Supply Chain.
Conduct work assignments of increasing complexity, under moderate supervision with some latitude for independent judgment.
Work cross functionally with Sales as well as Operations to escalate, navigate as well as resolve issues and follow through with client until completion.
May take escalated calls from External Customers, Buyers or Sales members and use limited discretion/decision-making authority as needed to resolve customer issues.
For product or service-related inquires, coordinate with internal Customer support groups.
Work closely with internal stakeholders, such as sales, finance, and operations, as well as external partners, ensuring that supply chain strategies support the overall business goals and growth objectives while embodying Kinder's values.
Own weekly KPI tracking for Walmart, including in-stocks, OTIF, inventory health, and shipment performance vs plan.
Analyze performance trends, identify risks, and deliver actionable insights and recommendations.
Monitor daily in-stock, Luminate, and service reporting; escalate execution issues as needed.
Presentation of key business results and strategies to senior management as well as internal and external business partners.
Clear leadership level communication and risk escalation.
Monitor Walmart and Sam's replenishment signals and order generation.
Review forecast variances and replenishment trends.
Identify order suppression risks, inventory constraints, and replenishment gaps.
Partner with Walmart replenishment managers to improve flow and in-stock performance.
Support inventory flow optimization through review of order review days, order thresholds, and replenishment parameters.
Prepare for and support modular changes and resets, ensuring inventory readiness and smooth execution.
Partner cross-functionally to optimize inventory, reduce excess/abandoned inventory, and support MOD transitions.
Support event submissions and forecast inputs for Rollbacks, features, seasonal programs, and special packs.
Align supply and inventory for key customer initiatives, seasonal MODs, and product changes.
Support operational execution for special projects, shows, and key customer presentations.
Partner with Customer Operations Analysts to ensure accurate order processing, prioritization, and on-time shipment execution.
Track late or delayed shipments and escalate service risks, with root cause and COE plans.
Support coordination with warehouses, carriers, and 3PLs for efficient freight movement.
Lead cross-functional teams to overcome executional and logistical hurdles to meet aggressive in-market timing to deliver customer outcomes.
Attend applicable co-man meetings and advocate for Walmart across the org.
Be a key stakeholder in the day-to-day operations and work closely with customer care, logistics, finance, etc. on order issues, etc.
Support development of tools, templates, and streamlined workflows to improve execution efficiency.
Help standardize reporting, scorecards, SOPs, and documentation.
Serve as cross-functional operational support and backup as needed.