Director, Customer Service - Michael Foods Inc.

Michael Foods, Inc. is a leader in the food processing and distribution industry with business in egg products, refrigerated grocery and potato products. We offer exciting job possibilities throughout our organization where you can enhance your career, sharpen your talents and make an impact. Join our company and be part of an innovative team that’s First in Food.

Hopkins, MN is home to our Michael Foods, Inc. corporate headquarters. Hopkins is located 7 miles west of Minneapolis, boasting natural surroundings in a suburban environment that also provides quick access to major travel ways and local restaurants that give our community a distinct character. Located in the Excelsior Crossing building where employees are provided with beautifully landscaped walking paths and water features creating an optimal environment for outdoor and walking meetings, along with the opportunity to take a relaxing walk or outdoor lunch before, within, or after your work day.

POSITION SUMMARY: 

The Director of Customer service is responsible for understanding the strategic direction of the company, as well as specific customer plans. They must communicate these strategies to their team and be able to translate them into actionable plans. This position will leverage relationships with internal team (including sales, distribution, transportation, supply chain planning, demand planning, marketing, quality assurance, R&D, and finance), and outside customers to bring about creative solutions to customer needs which drive growth and maximize efficiency. The position will also ensure effective and productive leadership to the entire operation of customer service by leading initiatives for customer service and the company. 

DUTIES AND RESPONSIBILITIES:

• Responsible for managing, coordinating and driving continuous improvement of the Customer Service teams (Commercial) for Michael Foods.
• Provide leadership and direction to customer service management and representatives ensuring consistency across all customer service initiatives.
• Support business channels by driving and providing effective customer service solutions.
• Ensure effective and enhanced communication links between customers, business channels, transportation, distribution, sales, brokers, finance, and other internal departments.
• Innovate, develop and monitor key measurement tools to ensure the needs of our internal and external customer are met.
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
• Drive efficiencies in the Customer Fulfillment group through systems and process improvements which focus on automation and driving out redundancies and non-value added work.
• Collaborate with management team to define vision, strategies, and tactics to improve customer service processes.
• Oversee customer issues and ensure effective and long-term problem resolution.
• Provide leadership on changing customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; and analyzing information and applications.

EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor’s degree or equivalent combination of education, training and experience.
• Strong knowledge of foodservice environment; food or consumer goods industry.
• 15 years’ experience in customer service or a related field, 10 years in a management role.
• Strong, professional written and verbal communication skills a must
• Ability to work within multiple IT systems, SAP experience preferred.
• A demonstrated ability to lead people and get results through others.
• Able to organize and manage multiple priorities.
• Problem analysis and problem resolution at a functional level.
• Employee training and development.
• Strong team player.
• Ability to travel 10-15% of time

The above statements are intended to describe the general nature of the work and may not include all the duties associated with this position.