Manager, Customer Operations (Sam's Club)

Kinder's•Bentonville, AR

10d•Hybrid

About The Position

Kinder's is seeking an experienced Customer Operations Manager, Sam's Club 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 3-5 years of customer service experience, preferably with Sam’s Club background in consumer-packaged goods supply chain or operations.
NOVA Experience preferable.
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.
Familiarity with SAP a plus.
Bachelor’s degree preferred but not required.

Nice To Haves

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

Responsibilities

Act as a resource to the Sam’s Club and Walmart 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 inquiries, 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 Customer Service processes for Sam’s Club Order receipt, Entry, Confirmation and Logistics for each order.
EDI imports Pool and Script Orders.
Script Orders and collaborate with Logistics for freight management.
Analyze Customer orders and propose continuous improvements and optimizations.
Access internal Sam’s Club systems on a daily basis to research internal Sam’s orders.
Access internal GRS replenishment system to check order accuracy, order execution, item setup for accurate ordering, item setup for proper order execution, trans mode maintenance, lead time maintenance, order increment maintenance, presentation maintenance, etc.
Manage/adjust club forecast based off last 4-8 weeks sales trends to maintain accurate demand in GRS. To avoid out of stocks at club level.
Analyze internal GRS forecast and compare to Kinder’s internal forecast to ensure alignment and accuracy.
Category owner of GRS maintenance on all items for Kinder’s.
Collaborate weekly with Sam’s Category Replenishment managers to ensure alignment on new ideas, updates on business, new initiatives Kinder's sets, new initiatives Sam’s sets, develop total plan/actions for improvements.
Drive sales efficiencies through end-of-life item maintenance, accurate forecasting, accurate presentation settings, accurate safety stock settings updates in GRS, burn profile maintenance at an item-club level.
Sole owner of developing burn settings to drive mass efficiencies in the “burn down” of inventory to prevent excess/inflated markdowns, heavy inventory, and total item lifecycle management from top to bottom.
Partner with Operations team to ensure we efficiently move through inventory both at Sam’s and Kinder’s to prevent high leftover/SLOB inv at RJW.
Investigate high OH analysis to ensure optimum inventory levels in all clubs and run out strategies.
Build reporting for internal VPS/Kinder’s team and share results effectively with all parties (Sam’s, Kinder’s, VPS).
Track “late/delayed” shipments every morning to ensure timeliness/OTIF goals for Kinder’s are being promptly met. Escalate accordingly.
Develop solid partnership/trust with Sam’s Replenishment teams to drive inventory efficiencies and increase productivity/sales of Kinder’s.
Partner with Kinder’s Sales on ideas to promote Kinder’s, drive traffic, and implement settings reflecting those ideas.
Cost savings support – freight, warehousing, and fines/fees.
Forecast input and inventory management.