Hostess Brands LLC
Hostess Brands is a leading packaged food company focused on developing, manufacturing, marketing, selling and distributing fresh baked sweet goods in the United States. The brand's history dates back to 1919, when the Hostess CupCake was introduced to the public, followed by Twinkies in 1930. Today, Hostess produces a variety of new and classic treats including Ding Dongs, Ho Hos, Donettes and Fruit Pies, in addition to Twinkies and CupCakes.
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Hostess Brands LLC is seeking a Director of Customer Service for Supply Chain in our Kansas City, MO Headquarters location.
The Director of Customer Service is responsible for the overall management and strategic guidance for the Customer Service Team. This position is responsible for overall service to both internal and external customers, from third party brokers and field sales leadership to customers and end consumers. This position works closely with all Supply Chain departments in order to create the best service experience for our customers through ownership of all order management processes and documentation. This position requires effective collaboration and cross-functional problem solving (with IT, Sales, Marketing, Supply Chain, Operations, etc.) in order to remove barriers and provide resources for their teams.
This position will require up to 10% travel.
Key Functions and Accountabilities: (Not an all-inclusive list)
Problem solving activities (for Sales, Customers, etc.) whenever they occur and require my input, involvement, etc.
Field Sales Rep and Customer calls, questions, concerns, presentations, etc. and provide necessary information accordingly
Business Warehouse, Business Intelligence and SAP reporting to internal and external business partners and customers
Internal business owner for customer EDI development, transition, deployment and follow-up
Weekly Shorewood DC volume/capacity order leveling activities
Review and exception management of Weekly order Overage, Shortage and Damage (OS&D)
Finished goods outfile from SAP and provide to internal and external business partners
Astute Solutions (CRM) weekly reporting and follow-up based on outcomes
Facilitate team meetings
Facilitate quarterly team member performance statuses
Manage internal and external holiday planning process including SAP parameter set up and order management execution.
Support commercialization process and review for execution timing and potential supply chain challenges.
Escalation point for Customer Service Manager
Internal Working Relationships / Contacts
Production daily status of production
Distribution daily status of orders and shipments
Sales persons daily customer interaction
Purchasing as needed
Customer Information daily
Supply Chain daily
Other internal relationships and contact as required
External Working Relationships / Contacts
Work closely with 3rd Party TMS provider
Work closely with 3rd Party Warehouse Providers
Domestic and International Customers
Bachelor's degree in Business, Finance, Supply Chain or related field.
Five or more years of Customer Service in Supply Chain and/or Supply Chain related experience.
ERP or Customer order management system usage
Master's degree in Business, Finance, Supply Chain or related field.
Ten or more years of Customer Service in Supply Chain and/or Supply Chain related experience.
Consumer Packaged Goods experience.
SAP ERP experience
Knowledge, Skills & Abilities:
Excellent organizational, interpersonal, and communication skills including the ability to effectively communicate across all levels within an organizationboth verbally and in writing.
Outstanding organizational skills with demonstrated ability to prioritize workload, and concurrently manage multiple projects.
Strong influence management; ability to work and communicate with all functions and all levels in a collaborative and positive way.
Exceptional problem-solving capability
Strong attention to detail and systems "aptitude" is critical
High energy, creative, and self-motivated with a strong "drive for results" attitude.
Ability to thrive in a fast-paced environment.
Proven ability to build productive cross-functional relationships
Proficient in Microsoft Office products including Excel, Outlook, Word and PowerPoint
We are an equal opportunity/affirmative action employer. We consider candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status, and encourage minorities, females, veterans, and individuals with disabilities to apply.
Hostess Brands LLC