DIRECTOR - CUSTOMER SERVICE

Director of Customer Service Prepared Foods

The Director of Customer Service not only leads day-to-day operations but also drives critical strategic initiatives that ensure operational continuity, compliance, and customer satisfaction. The historical and technical knowledge embedded in this role cannot be easily replaced or redistributed without significant operational disruption. The team structure, reporting design, and process controls are rooted in decades of system expertise and cross-functional collaboration that directly contribute to Pilgrim’s ability to deliver on customer promises in a highly complex environment. 

Principal Accountabilities and Duties:

• Supervise, lead, coach, direct, and coordinate the daily activities of the customer service representatives to insure timely delivery of products to customers and effective responses to customer requests, problems, and requirements and to provide a safe and healthy working environment that promotes the empowerment of each partner.
• Coordinate product production, availability, and movement with the master production planner, inventory management, warehousing management, and transportation management to effectively service customer needs.
• Serve as Team Lead on the Sell-it Order Entry Team.  Duties include; participating in SAP testing, upgrades and acquisitions
• Develop a comprehensive process manual and facility the training of such manual to the PF Customer Service Team.
• Continuously upgrade and train the PF CS team on any new features or functions with SAP or any other systems relevant to Customer Service/Order Entry
• Maintain and update training material for other Order Entry teams as SAP upgrades change processes in to support the CS teams throughout the company
• Establish procedures and processes that ensure that customers are treated in a courteous, professional manner.
• Devise, measure, maintain, track and report performance measurements that provide effective feedback about: 1. customer (internal and external) service and satisfaction, 2. Customer service representatives’ ability to service customers in an acceptable manner.
• Assist all partners in optimizing the use of company owned assets to balance the return on capital deployed with effective customer service levels.
• Implement controls that protect and enhance the assets (financial, real, and personal) of the organization. 
• Adhere to, communicate, and monitor partner compliance with all Pilgrim’s Pride Policies and Procedures.
• Assist in developing specifications for customer service levels that meet customers’ service level needs at the least cost.
• Cooperate with human resource management and training partners to create programs for hiring, training, and developing customer service partners that meet the needs of a dynamic customer service environment.
• Gather all customer and product information necessary for assigning accounts to the appropriate customer service partners.
• Audit customer accounts to assure that their needs have been met and/or to anticipate changes in required service level needs.
• Direct and control the release of orders to shipping in a manner that ensures timely delivery to customers.
• Direct and oversee order processing.
• Interact with credit and collections and sales regarding payment problems to insure the timely shipment and related payment for products.
• Assist and support the sales and marketing staff in any way necessary to effect sales.
• Initiate and maintain effective working relationship with all customers.
• Prepare and maintain an up-to-date process and procedures manual.
• Prepare and maintain customer portfolio documents to help service customer specific requirements 
• Develop procedures to ensure the efficient operation and utilization of office equipment necessary to service customers (internal and external), and to recommend enhancements necessary to meet cost and service goals.
• Implement an appropriate performance evaluation system for effective partner appreciation and recognition.

Education, Knowledge, Experience, Skills and Abilities:

Essential:

• Undergraduate degree in Business, or equivalent.
• Minimum five (10) years customer service management experience.
• Ability to analyze and develop effective training systems.
• Ability to develop, establish, track, and analyze performance metrics.

Desired:

• Working knowledge of EDI, Internet, and other digital ordering and communications systems.
• Proven systems experience and solutions, including word processing, spreadsheet, and database applications (Microsoft products – Word, Excel, and Access).
• Ability to plan, schedule, and optimize a complex order system that involves multiple production facilities and storage locations.
• Proven process improvement experience.
• Experience with Total Quality Management (TQM) and/or Continuous Improvement management.
• Ability to establish, develop, and maintain relationships with cross-functional partners from other areas.
• Ability to analyze financial performance, including budget preparation.
• Ability to interpret supply chain needs to maintain a high service level for all customer needs.
• Ability to coach and lead.
• Ability to establish and maintain customer focused service.
• Poultry and food industry experience.
• Supply chain and logistics knowledge

EOE, including disability/vets