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Customer Care Manager

At Hilmar Cheese Company we improve lives around the world through wholesome dairy products. Since our founding in 1984, Hilmar Cheese Company has been committed to innovation and sustainability. Our state-of-the art production facilities convert an abundance of locally sourced high-quality milk into a variety of nutritious cheeses, whey protein and lactose. The Cheese and Ingredients that we produce create a wide variety of retail and food service products from sliced and shredded cheeses, to protein supplements and infant formula. We are a trusted partner to premier food and beverage brands in for than fifty countries helping bring their vision into reality.

 

Throughout our decades of success and growth we have remained committed to our mission and values and these principles unite our people and guide all that we do.

A Typical Day

This roles elevates the voice of the customer back into the organization by enabling effective problem solving, reducing time and effort for our customers to resolve complaints, and by establishing confidence that problems are understood and corrective and preventative actions are established.  This role leads the day to day operations of the Customer Care Team. 

Job Responsibilities

  • Provides leadership to Customer Care Team, taking ownership of and coaching team in  responses to customer complaints.
  • Support Commercial Team related to onboarding, product feedback, including communicating directly with customers. 
  • Coordinate special questionnaires for successful completion and implementation.
  • Create letters and statements upon internal and external customer’s request.
  • Own customer feedback system administration, handling complaints by logging, filing, communicating and closing of customer complaints.
  • Adhere to KPI of responding to customer with root cause analysis and corrective action within 14-business days; departmental goal to respond to customers within their required timeframe if specified.  
  • Manage customer portals pertaining to complaints, questionnaires, and documentation requests.
  • Facilitate and process Debit, Credit Memo, and Return Process that requires working with internal and external customers through the SAP system. 
  • Provide support to internal and external customers for product documentation; including questionnaires, sales documents, customers’ letters/statements.
  • Demonstrating utmost level of professionalism when interacting with Operations, Sales and Logistics, and Internal and External Laboratories.
     

What You Will Need

  • Bachelor’s degree plus 5 years’ related experience or Master’s degree plus 1 year related experience.
  • Experience in Quality Management.
  • Experience with Microsoft: Word, Excel, PowerPoint – Intermediate
  • Technical knowledge of Operations and Quality Management
  • Strong writing and communication skills.
  • Experience with leadership and teambuilding.

What Will Put You Ahead

  • Bachelor’s degree plus 7 years’ related experience or Master’s degree plus 2 years’ related experience.

Physical Demands & Work Environment

The work is primarily performed in an office environment and the physical demands are characteristic of a mostly sedentary role.  Specific details of the essential functions of the position is available in the Job Safety Analysis, made available on request. 

Food safety is a companywide responsibility and each employee must know their role in the manufacture and distribution of safe, wholesome, and high quality products.

 

This description is a general statement and does not include other duties as assigned

Hilmar Cheese Company, Inc. is an Equal Opportunity Employer/EEO. We participate in E-Verify.

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Nearest Major Market: Merced