Customer Solutions Lead

OVERVIEW
Perfetti Van Melle (makers of Mentos, Airheads, Dentyne, Trident and Bubblicious!) is one of the world's largest manufacturers and distributors of confectionery and chewing gum with global brands that are being enjoyed in more than 150 countries worldwide. We're currently seeking an enthusiastic Customer Solutions Lead to join our growing team.
WHAT YOU WILL DO
The Customer Solutions Lead is responsible for overseeing the day to day activities for their assigned team of analysts dedicated to a specific customer channel in order to enhance partnerships within the customer base and improve Customer Service Metrics. This role will be responsible for developing new policies or procedures to improve the quality of service provided while ensuring existing policies and procedures reflect current ways of working.
Additional responsibilities include:

• Coordinate with other departments to ensure that customer service issues are resolved quickly and efficiently
• Organize and conduct training sessions for new employees on department policies and procedures as outlined in the team member onboarding guide
• Maintain and communicate service metrics to leadership team, and make recommendations for improvement where needed
• Recommend and implement process improvement ideas to increase efficiency and effectiveness of assigned team
• Establish goals, plans and assignments for each team member to complete annually and reviewed during monthly 1:1 meetings
• Managed assigned book of customers with high quality customer service

WHAT WE NEED FROM YOU

• Bachelor's degree preferred, will consider experience in lieu of degree.
• Minimum 2+ years' experience of Customer Solutions or related role.
• Strong SAP experience required.
• Power BI strongly preferred.
• Demonstrated leadership skills with the ability to provide coaching and support to their teams while managing their own book of customer accounts.
• Effective communication, written, verbal, and interpersonal with both internal and external stakeholders.
• Strong problem-solving skills with the ability to resolve customer issues quickly while also motivating their team to provide excellent service at all times.
• Solid understanding of customer service processes in FMCG Retail and Wholesale space.
• Ability to enhance partnerships with customers to enable business growth.
• Good business and financial acumen.
• Development and analysis of process/business scorecards to leverage data and KPIs to drive business improvements.
• Ability to travel up to 10% of the time to interact with key customers.

WHAT WE OFFER
At Perfetti Van Melle, we are committed to fostering a diverse, equitable, and inclusive workplace, where all individuals, regardless of background or identity, are valued, respected, and empowered to contribute their unique perspectives to the sweet success of our candy-loving community. Additionally, we have a core value of Care For Our People and we are proud to offer benefit programs that support our team members' goals and well-being including:
• PTO package including vacation, sick, personal, and pay it forward time off
• 13 paid holidays
• 401k with Company Match up to 8%, ranking in the top 1% of the country
• Annual Bonus potential and merit-based increases
• Comprehensive Health Insurance
• Annual well-being subsidy
• 20 weeks Maternity & 12 weeks Paternity leave options
• Sam's Club or Costco annual membership reimbursement
• Tuition-Free College Program or Free Continued Education (BA, Masters, etc.)
• Modest monthly candy allotment (Airheads, Airheads Xtremes, and Mentos)
Join a 2024 NKY Best Workplace by applying today!
Perfetti Van Melle, USA is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.