Senior National Customer Service Manager
About The Position
Lead the Future of Customer Experience At Purina Animal Nutrition, we’re passionate about delivering exceptional service that strengthens long-standing relationships with our dealers, distributors, and producers. We’re looking for a Senior Customer Service Manager who thrives at the intersection of people leadership, operational excellence, and digital transformation. In this role, you won’t just manage operations—you’ll shape the future of how we serve our customers, driving innovation, efficiency, and meaningful impact across our business. This role is located at our Arden Hills, MN corporate headquarters. Hybrid work arrangement each week (Tuesday, Wednesday and Thursday each week)
Requirements
- 5–8+ years of experience in customer operations, supply chain, or service leadership
- Proven ability to lead teams and influence across a matrixed organization
- Experience in manufacturing, logistics, or dealer-based B2B environments
- Strong analytical mindset with a passion for data-driven decision making
- Digital and technology fluency (SAP, Salesforce, or similar tools)
- A customer-first mindset with strong judgment and adaptability
- Strong operational judgment and decision-making
- Clear, confident cross functional communication
Responsibilities
- Own and enhance the end-to-end experience—from order placement to delivery and issue resolution
- Partner with Sales and cross-functional teams to strengthen customer loyalty and drive growth
- Serve as a trusted escalation point, ensuring fast, fair, and customer-focused solutions
- Lead and optimize critical processes including order management, pricing, and fulfillment
- Use data and insights to improve service performance, accuracy, and responsiveness
- Deliver measurable improvements that reduce complexity and elevate service quality
- Champion digital ordering and self-service tools that simplify the customer experience
- Leverage automation and emerging technologies (including AI) to reduce manual work and increase efficiency
- Lead, coach, and develop a talented Customer Operations team (5 direct reports and total team of approximately 70)
- Foster a culture of accountability, resilience, and continuous improvement
- Prepare teams to succeed through change, transformation, and evolving business demands
- Partner with Supply Chain, Manufacturing, Sales, Finance, and Digital teams to deliver seamless outcomes
- Advocate for customer needs while balancing operational realities
- Drive shared ownership of customer success across the enterprise
Benefits
- A broad portfolio of benefits to keep you and your family at your best
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
