Manager, Dfd Customer Service

Overview of Position:

Our Krispy Kreme Manager, Customer Service, DFD Operations manages the Customer Service function for Krispy Kreme DFD customers. They will be primarily responsible for coordinating Krispy Kreme’s objectives, goals, strategies, initiatives, and measurement for best-in-class service for our DFD customers

This role will serve a single point of contact for escalations from DFD customers and coordinate communication of customer concerns/feedback to appropriate teams within Krispy Kreme. This role will be responsible for ensuring that customer concerns are addressed and for closing the feedback loop with the customer.

Krispy Kreme is a great place to work. When you look at us, you see mouth-watering doughnuts. When we look at you, we see a Krispy Kremer acting like an owner and shaping the future of our company. As one of the world’s most enduring brands, Krispy Kreme will help you realize your potential and build a career that is sweeter than you could ever imagine.

Principal Duties and Responsibilities:

• Responsible monitoring multiple sources of information (email communication, formal customer escalation processes, KK field sales feedback, KK field Ops feedback…) to identify opportunities for improved service and quality.
• Scan Based Treading (SBT) vendor support
• Continually review and analyze formalized quality and service feedback for trends.
• Key liaison between the Krispy Kreme sales/operations teams and DFD customers.
• New customer setup support
• Provide reporting to measure escalation frequency, resolution dwell time, escalation themes, etc.
• Monitor resolution process of customer feedback cases sent to the field for further action.

Essential Skills and Experience:

• Talent communicating effectively both orally and in writing with people at all organizational levels.
• Capable of managing a variety of tasks simultaneously with rapidly changing priorities.
• Ability to effectively present information and respond to questions from groups of team members, managers, Must possess current, valid driver’s license and must meet Krispy Kreme Safe Driving Policy
• Bachelor’s degree in business or related field (IT, Supply Chain, Finance) or equivalent training and experience required.
• Strong analytical and thinking skills and desire to learn new skills and possessing a strong sense of urgency and attention to accuracy and detail.
• Strong attention to detail and acting like an owner to meet compliance regulations.
• Excellent proficiency using Microsoft Excel, Access or similar software.
• Experience with Smartsheet application
• Demonstrated ability to work productively and effectively as part of a team.
• Experience with CPG customers and distributor networks preferred - Convenience/Grocery/Mass/Club
• Minimum of 5 years’ experience working in a combination of customer service, supply or demand planning, preferably in a CPG or food industry environment.
• Strong organizational, problem solving and time management skills while being comfortable within a start-up type environment and demonstrates an awareness and appreciation for cultural diversity within our Krispy Kreme community and strong creative, analytical and innovative thinking skills
• Must be a culture fit respecting all opinions within our Krispy Kreme team

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activity:

Communicating with co-workers and customers, writing, typing, walking, sitting, bending, grasping, stooping, standing, carrying, twisting, lifting, using telephone, etc.

Physical Requirements:

Lifting up to as much as 15 pounds occasionally; generally sedentary

Must be able to sit for long periods of time and be able to file documents

Visual/Audible Acuity Requirements

Must be able to read and distinguish small print

Working Conditions:

The worker is subject to inside environmental conditions