Senior Customer Service Manager

JOB OVERVIEW Blue Diamond Growers, "The Almond People", headquartered in Sacramento, CA is a cooperative of approximately 3,000 California Almond Growers with sales exceeding $1.5 Billion annually. Our team has a strong brand with an expanded retail presence both in the US and internationally, in addition to a strong B2B business activity with large food companies across the globe. We are currently seeking a Senior Manager, Customer Service, to lead a team of two managers and over 15 account representatives in successful execution of post‑sale activities. This role is key to ensuring strong customer relationships with new and existing customers with a focus in CPG, Branded and Ingredients business. RESPONSIBILITIES Build and lead a high‑performing global customer service team by hiring, coaching, and developing talent; set clear expectations, performance standards, and measurable goals aligned to business objectives. Design and implement a customer service capability framework aligned to customer segmentation, ensuring the team delivers differentiated and scalable service levels. Drive performance through data and accountability , owning KPIs such as OTIF, A/R, EDI adoption, inventory health, and customer scorecards; implement corrective actions based on root‑cause analysis. Lead continuous improvement initiatives by developing and standardizing efficient, repeatable processes that enhance productivity, reduce variability, and improve service outcomes. Serve as a strategic cross‑functional leader , partnering with Sales, Supply Chain, Transportation, and Planning to align priorities, remove barriers, and optimize the end‑to‑end customer experience. Lead organizational change efforts to advance customer service capabilities; influence stakeholders and ensure adoption of new processes, tools, and operating models. Act as the escalation point for complex customer and operational issues , driving resolution and implementing sustainable solutions to prevent recurrence. Partner with Demand Planning and Supply Chain to improve forecast alignment, order execution, and service reliability based on lead times and planning parameters. Champion the implementation and adoption of systems and tools that enhance operational planning, visibility, and efficiency in collaboration with Global Supply and IT. Embed a strong commercial mindset within the function , partnering with Sales to support revenue targets, pipeline growth, and strategic account development. Lead customer service response during critical business events , including recalls and supply disruptions; ensure effective communication, documentation, and continuous improvement through post‑event analysis. MINIMUM JOB REQUIREMENTS Bachelor's Degree 10 years of customer service experience handling global B2B customer accounts preferably in CPG, Branded, Ingredients High degree of strategic and analytical capability, agile and forward thinking, including the ability to analyze complex customer service issues 3+ years leadership or management experience and ability to drive change with a long‑term perspective across multiple functions 5 years' experience with direct people management and talent development Proven track record of cross‑functional project management leadership Demonstrated expertise with enterprise ERP/MRP systems; SAP preferred Demonstrated ability to analyze, formulate and implement strategies and processes that significantly improve business performance Must be capable of strategically driving a nimble and agile team, exemplifying existing BDG values Must be able to work under pressure and be skilled at managing multiple priorities with flexibility to pivot as needed Must be able to gain the trust of internal and external customers; maintain their confidence Must be capable of exercising judgment and choosing appropriate trade‑offs to achieve economic goals Be organized and detail oriented Must be able to participate as an effective team member Must be comfortable maintaining direct personal contact with customers and have good verbal and written communication skills Advanced PC skills that include word processing, spreadsheet application knowledge, and database management Must be comfortable with logistic and warehousing issues PREFERRED SKILLS AND EXPERIENCES Bachelor's degree in business, agribusiness, or related field of studies Supervisory experience Basic understanding of the almond industry and Blue Diamond products, or the ability to grasp the fundamentals within a relatively short period of time SUPERVISORY RESPONSIBILITIES 5-15 direct reports PHYSICAL DEMANDS Position requires up to 8 hours per day at a computer workstation. Must be able to walk around the plant and climb stairs. Ability to work extended days and/or weekends. WORK ENVIRONMENT Office environment. Respond to recurring peak workloads. Blue Diamond Growers is an Equal Opportunity and E‑Verify Employer. Blue Diamond Growers (BDG) is an Equal Employment Opportunity Employer. BDG provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information. BDG also complies with all provisions of the U.S. Government's Executive Order 11246 dated September 24, 1965 and the rules, regulations and relevant orders of the Secretary of Labor. #J-18808-Ljbffr