SR Manager - Global Customer Service

Blue Diamond Growers•Sacramento, CA

65d•Onsite

About The Position

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. We are currently seeking a Senior Manager, Customer Service, to lead a team of two managers and over 15 account representatives in successful execution of post-sale activities. This role is key to ensuring strong customer relationships with new and existing customers.

Requirements

Bachelor's Degree
10 years of customer service experience handling global B2B customer accounts
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.
3+ years Leadership or management experience and ability to drive change with a long-term perspective across multiple functions
5 years’ experience with direct people management and talent development
Proven track record of cross functional project management leadership
Demonstrated expertise with enterprise ERP/MRP systems; SAP preferred
Demonstrated ability to analyze, formulate and implement strategies and processes that significantly improve business performance
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 able to gain the trust of internal and external customers; maintain their confidence
Must be capable of exercising judgment and choosing appropriate trade-offs to achieve economic goals
Be organized and detail oriented
Must be able to work under pressure and can prioritize important and often competing issues
Must be able to participate as an effective team member
Must be comfortable maintaining direct personal contact with customers and have good verbal and written communication skills
Advanced PC skills that include word processing, spreadsheet application knowledge, and database management
Must be comfortable with logistic and warehousing issues

Nice To Haves

Bachelor’s degree in business, agribusiness, or related field of studies
Supervisory experience
Must have a basic understanding of the almond industry and Blue Diamond products, or the ability to grasp the fundamentals within a relatively short period of time

Responsibilities

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.
Design and implement a customer service capability framework aligned to customer segmentation, ensuring the team delivers differentiated and scalable service levels.
Drive performance through data and accountability, owning KPIs such as OTIF, A/R, EDI adoption, inventory health, and customer scorecards; 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; influence stakeholders and ensure adoption of new processes, tools, and operating models.
Act as the escalation point for complex customer and operational issues, driving resolution and implementing sustainable solutions to prevent recurrence.
Partner with Demand Planning and Supply Chain to improve forecast alignment, order execution, and service reliability based on lead times and planning parameters.
Champion the implementation and adoption of systems and tools that enhance operational planning, visibility, and efficiency in collaboration with Global Supply and IT.
Embed a strong commercial mindset within the function, partnering with Sales to support revenue targets, pipeline growth, and strategic account development.
Lead customer service response during critical business events, including recalls and supply disruptions; ensure effective communication, documentation, and continuous improvement through post-event analysis.