Senior Customer Service Manager of Pet

Perdue’s Emerging Brands & Specialty Meats division leverages our core strengths in poultry while specializing in premium pork, beef, lamb, and pet nutrition segments while emphasizing health, sustainability, and convenience. Perdue's Emerging Brands & Specialty Meats is part of Perdue Farms, a fourth-generation, family-owned food and agricultural business deeply rooted in tradition yet with a forward-thinking mindset. We believe that success starts with our people, and our culture is built on a foundation of teamwork, integrity, and respect, where every voice matters and everyone is encouraged to contribute to our shared goals. We believe that success starts with our people, and our culture is built on a foundation of teamwork, integrity, and respect, where every voice matters and everyone is encouraged to contribute to our shared goals. We are dedicated to creating a supportive, inclusive environment where associates feel valued and inspired to make an impact, both within the company and in the communities we serve. From promoting growth and development to prioritizing work-life balance, we’re committed to helping our team members thrive. That's Perdue. 

Summary

Lead a high performing team that delivers exceptional service and drives results within our Pet Treat business. As the Senior Customer Service Manager of Pet Treats, you will oversee customer service operations while optimizing inventory assets to maximize profitability, improve fill rates, and exceed customer expectations. You will build and strengthen partnerships with customers, external partners, and cross functional teams to ensure seamless execution and a best-in-class service experience. This role is ideal for a strategic, customer focused leader who thrives on building relationships, developing teams, and driving operational excellence that supports both growth and customer satisfaction.

The salary range for this position is $89,000.00 - $133,000.00 per year, based on experience and qualifications with annual bonus available (variable depending on performance).  

In addition to the base salary, Perdue offers a competitive benefits package, including medical/Rx, 401(k) with employer match after 1 year, critical illness, accident insurance, dental, vison, life insurance, optional group life insurance, short-term and long-term disability protection, flexible spending accounts and paid time off.  

Principal Essential Duties & Responsibilities

• Manage 2 direct reports.


• Supervise all operations associated with the administration of the Pet customer service department.


• Make certain the customer service team has the skill set to perform its duties and carry out those duties each day.


• Conduct training/coaching sessions as needed.


• Ensure customer service staff perform their assigned duties and meet all their responsibilities.


• Command the weekly allocation process with input from the customer service managers, supply planning and sales managers to maximize order filling rate and revenue generation by minimizing customer order cuts.


• Determine production priority lists and SKU specific production requests.


• Collaborate with production planning and transportation teams to ensure production minimums are met and finished goods are shipped in a timely manner.


• Problem solves daily to mitigate concerns before they negatively affect customer experience and potentially lead to large scale problems regarding product shortages, quality concerns or late deliveries.


• Prioritize all tasks and projects to ensure deadlines are met.


• Identify and convey cost savings opportunities to management.


• Investigate disputes and confirm validity of charges to maximize promotional spending and mitigate excess spending.


• Maintain relationships with buyers and brokers to ensure clear communication on orders, pricing, product shortages, recovery timelines and promotional planning to maximize customer satisfaction and revenue generation on assigned customer accounts and in general.


• Oversee customer setups in collaboration with customer service managers, master data department and external partners.


• This includes collaborating directly with the Company’s IT department when EDI functionality setups are required.

Minimum Education and Experience

• Bachelor's Degree required.  Masters preferred.


• 8-10 years related work experience.


• Proven track record of managing and developing direct reports.


• Must have strong reading, writing, communication and analytical skills.


• Able to comprehend customer protocols.


• Must have a broad working knowledge of all processes within the supply chain (forecasting, sales, marketing, manufacturing, customer service processes and distribution).


• Able to negotiate, manage conflict and develop consensus with sales managers, brokers and customers.


• Must be able to analyze costs versus benefits in providing customer service.


• Must have a deep knowledge of Company’s IT systems including SAP, CRM/TPM, JDA, etc.


• Must be able to travel to trade shows to include overnight travel.

Environmental Factors and Physical Requirements

• Position is mostly sedentary but may require occasional moving to other offices or buildings.


• May need to move light equipment or supplies from one place to another.


• May need to access files, supplies and equipment.


• Work activity is in an office, open-partitioned, cubicle environment.

When in a plant environment:

• Exposure primarily consists of wet and moist floors which include metal and plastic grating surfaces.


• May be exposed to temperatures of 28 degrees to 100 degrees Fahrenheit with both ambient and 100% humidity.


• May handle products from 25 degrees to 50 degrees Fahrenheit.


• May be exposed to noise ranges of 50 db. to 110 db.


• May be exposed to all chemicals used in poultry, food, and processing facility.


• Must wear and use protective and safety equipment required for the job as directed by the Company.

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Perdue Farms Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.