Director, Customer Operations, Data & Compliance

How would we describe a career with Agri-Mark/McCadam/Cabot Creamery? More than 100 years of: Farmers, Family, Mission, Purpose, Sustainability, Respect, Integrity, Work Ethic, Teamwork, Pride in Award Winning Products, and Agriculture.

Cabot Creamery achieved B Corp certification in 2012 and became the world’s first dairy co-op to do so. This certification demonstrates our commitment to transforming the global economy to benefit all people, communities, and the planet.

We offer a hybrid workplace with three days onsite in our Waitsfield office.

Salary range $115-135k

This position manages the strategic development of effective supply chain service processes to the end sale to the customer. Technology and standardization of business processes are the key drivers behind successful customer management. This role is responsible for the search, implementation, and maintenance of this technology and adoption of these processes to ensure efficient and profitable operations. Strong internal and external relationships with stakeholders are key to keeping the business in line with changes in the industry. 

The scope of the Agri-Mark Service Supply Chain includes Domestic Customer Relationship Management, Pricing Analysis, Small Packaging Order fulfillment, Export Logistics, Dairy Powder Management, Vendor Compliance, GS1 & GDSN Standards development, FSMA compliance, and Electronic Data Interchange. This role also oversees the critical development of supply chain relationships with key strategic partners. These strategic relationships may require advanced technological and analytical differentiation and focus, expanding opportunities and profitability for the company. 

What you'll be doing:

Management of all Customer Facing Departments:  Inclusive of Customer Relations and Key Customer Analysts, Sales and Service, Powder Analyst, Whey Export Logistics and Analyst, Supply Chain Compliance, Corporate Order Fulfillment and Direct to Consumer shipments.   

• Strategic planning and departmental budget oversight 

• Monthly cost center review and invoice approval 

• Drive improvements in key performance measures such as customer service, order accuracy, lead time, customer complaint process 

• Seek improvement opportunities for process improvements and accuracy 

• Promote and encourage knowledge base building within department 

• Oversee interviews and hiring processes for employees in these areas 

• Develop and mentor team members. 

KEY CUSTOMER:

Work with Customer Relations Manager to develop a strategy for key customer development with the Sr Key Customer Analyst. These relationships provide a benefit to Agri-Mark/Cabot and the strategy should be reviewed quarterly to assess the status alignment with sales and marketing. 

CRR TEAM:

Work with the Customer Relations Manager to create a training and rotational staffing strategy for the CRR team that involves all the key areas: foodservice, commodity, retail, DSD and provides back up for all areas. The sales administrative area has a very diverse training program that requires robust SOP’s, and the Customer Relations Manager will need to work closely with the Sales Admin Team lead to develop this program. The Director, Customer Operations, Data & Compliance will need to ensure that the timeline and expectations are clear and outlined, so the structure is provided. 

COMMODITY TEAMS:   

• Manage the relationship with IDI for questions on production volumes, plant issues, customer service issues, and complaints.  

• Oversee Supply Chain processes for service, storage, labeling, traceability and inventory 

• Work with inventory team and Commodity Analyst to develop strategy for managing large commodity orders and customer requests 

• Work to develop cross departmental SOP and policies procedures to improve customer service from our shipping warehouse and the customer experience. 

EXPORT AND LOGISTICS TEAM: 

• Work with the Export and Logistics team on securing efficient and cost effective shipping lanes 

• Support team on warehousing and logistic needs 

• Work with the Operations Analyst on inventory management and capacity models 

• Support team on training and development as it relates to Export Compliance  

Traceability and Food Safety and Crisis Management and Planning 

• Manage FSMA compliance requests and work with internal partners on compliance  

• Maintain and manage supplier/customer requirements and the impact on the organization  

• Participate in Industry Conferences regarding standards, FMSA, and other supply chain initiatives 

In Supply Chain, focus on planning for changes in the industry related to technological improvements and timing on initiatives that work toward transferable data, such as: 

• Data Synchronization and GDSN Standards and standard compliance  

• Standards and Industry Best Practice Recommendations 

• New EDI initiatives from retailers 

• Label management, bar code compliance - new and existing bar code changes – customer specific 

Support the internal database (Global Item Master) from a business perspective 

• Maintain attribute manual detailing valid values, validation, rules, fields, and document standardization rules for necessary attributes 

• Work with IT team enhancements to the GIM file and expand required attributes 

• Work with our data synchronization partner to integrate these files with their backend system to eliminate manual updating. 

What we are seeking:

Bachelor's degree, MBA/advanced business degree preferred 

Advanced computer skills and background 

10 years of business experience 

Good organizational and communication skills 

Drive and insight into new supply chain and replenishment opportunities 

Strong sense of curiosity and willingness to learn new business processes 

Strong interpersonal skills and ability to successfully manage people 

A collaborative teamwork management style to accomplish goals and objectives 

Salary range $115-135k

Agri-Mark is an equal opportunity employer. The company is committed to the fundamental principle of equal opportunity and equal treatment for every qualified prospective and current employee. The company does not discriminate or allow discrimination on the basis of race (including traits historically associated with race including hair texture and protective hairstyles), color, religion, ancestry, national origin, citizenship, genetic information, sex (including pregnancy or pregnancy-related conditions), sexual orientation, gender identity, place of birth, crime victim status, age, physical or mental disability, a positive result from an HIV-related blood test, military or veteran status,  or any other classification protected under applicable federal and/or state law.

Agri-Mark complies with all federal, state, and local laws and regulations.