Shipp Distribution is the exclusive distributor of Nothing Bundt Cakes. Shipp provides bakeries with cake mix and other ingredients, packaging, and decorations. Distribution centers in Plano, TX and Las Vegas, NV service almost 400 bakeries across the country.

Position Summary: As the Distribution Customer Excellence Manager, you will lead an internal and external team that provides Best in Class customer service. You will actively engage, coach and motivate the Customer Excellence Advocates and others who actively engage with our Bakeries Owners and Operators to ensure their needs are met and their experiences exceeds expectations. You will be a problem resolution expert that will partner with other cross-functional departments within the company. Most importantly, you will see your efforts have an immediate, tangible impact every day.

Accountability/Duties:

Execute daily customer excellence objectives by leading, coaching, recruiting, and disciplining the Customer Excellence team.

Coach and motivate the team to achieve high service level goals while fostering a customer centric experience for our Bakery Owners and Operators.

Create and maintain Bakeries order/delivery schedules to maximize productivity while meeting Bakeries’ needs.

In collaboration with the Director of Fulfillment, develop, implement, and consistently execute best-in-class customer service standards utilizing departmental KPI’s/metrics.

Review service level data and associate production to ensure competency, completeness, accuracy, and timeliness of all order and credit processing.

Continuously evaluate, identify, and support opportunities to drive process improvements that will increase accurate output from the Customer Excellence team.

Serve as a subject matter expert when coordinating process improvement with other departments, associates within departments and/or branches while inspiring collaboration and solution driven results of best practices.

Review and/or address escalated customer requests or complaints to ensure customer’s needs are met and relationships preserved with both internal/external customers.

Collaborate with companies contracted external foodservice distribution network to oversee and manage national distribution program ensuring superior service to all Bakeries.

Work closely with companies’ logistics carriers to ensure high service level and issue resolution.

Other duties as assigned.

Core Values: Servant’s Heart

Acts with a sense of urgency in supporting the Bakery needs

Willingness to take on additional responsibilities

Reliability

Spirit of a Champion

Demonstrates accuracy and thoroughness

Skilled at planning and organizing

100/0 = responsibility for things you can control; with 0 excuses

Genuine Connections

Communicates effectively with supervisors, peers, and Bakery owners

Works cooperatively with supervision or as a part of a team

Displays positive outlook and pleasant manner

Education/Certification and Work Experience Requirements:

Bachelor's degree and 3+ years of prior customer service experience, or equivalent combination of education and experience.

2+ years prior supervisory experience in a customer service or contact center environment.

Demonstrated ability to grasp technical and complex processes and clearly explain these to team and internal and external customers.

Effective problem-solving, including identification of problems, data collection, drawing conclusions and conflict resolution.

Excellent interpersonal Communication skills; collaborative mindset.

Proficient in Microsoft Office suite; Word, Excel, and Outlook.

Experience with distribution company preferred

Experience using ERP systems

Must be flexible and willing to work the demands of the department which are subject to some holidays.

Must have valid driver’s license

Employees at a franchised Nothing Bundt Cakes bakery location are employed by the franchise owner/operator and are not employees of Nothing Bundt Cakes Corporate (the franchisor). All inquiries about employment should be directed to the franchise owner/operator and not to Nothing Bundt Cakes Corporate. Each franchise owner/operator is responsible for ensuring compliance with local, state and federal law.

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