Senior Manager, Customer Support Special Operations
Company
KeHE Distributors
Location
Elkton, FL
Other
HR/Admin
Why Work for KeHE?
- Full-time
- Pay Range: $90,000.00/Yr. - $110,000.00/Yr.
- Shift Days: , Shift Time:
- Benefits on Day 1
- Health/Rx
- Dental
- Vision
- Flexible and health spending accounts (FSA/HSA)
- Supplemental life insurance
- 401(k)
- Paid time off
- Paid sick time
- Short term & long term disability coverage (STD/LTD)
- Employee stock ownership (ESOP)
- Holiday pay for company designated holidays
Overview
Overview
Good people, working with good people, for our common good.
Sound good?
KeHE-a natural, organic, specialty and fresh food distributor - is all about "good" and is growing, so there's never been a more exciting time to join our team. If you're enthusiastic about working in an environment with a people-first culture and an organization committed to good living, good food and good service, we'd love to talk to you!
Primary Responsibilities
The Senior Manager of Customer Support Special Operations oversees and manages key processes, reporting and data analytics associated with the Customer Support department processes, functions, and KPI's, ensuring high-quality service and satisfaction across customer and internal partner interactions. This includes overseeing data management and administrative support positions, building of special reports and dashboards, performing research activities and special projects, and generating reports and analytics to provide personnel with up to date information to analyze and plan activities, and improve performance. The Senior Manager of Customer Support Special Operations will identify opportunities for supporting internal cross functional partners as it pertains to Order to Cash processes, identify opportunities for improvement in customer support processes and implement solutions to enhance efficiency and consistency. As with all positions at KeHE Distributors, we expect that all actions will be consistent with the KeHE Mission, Vision, and Values.
Essential Functions
DUTIES, TASKS AND RESPONSIBILITIES:
- Develop and implement strategy and processes, ensuring alignment with broader company goals and objectives.
- Develop, create, delegate and manage the processes associated with the Customer Support special Operations team.
- Research, collect and organize data and information to build and generate periodic or adhoc reports as requested by internal Sales partners and Customer Support leadership
- Represent Customer Support on special projects and calls
- Oversee and manage customer support special operations functions and direct reports pertaining to this role, establishing and tracking KPIs to drive performance and accountability.
- Act as primary interface point with KeHE management and internal functions.
- Lead, coach, and mentor team members to support their professional development and elevate service standards across the department.
- Collaborate with cross-functional teams, including Sales, Product, and Operations, to address process improvements, policy updates, and customer requirements.
- Conduct root cause analysis on issues, generating data-driven insights to support proactive improvements and prevent recurring issues.
- Regularly analyze feedback and industry trends to recommend enhancements in customer support practices, systems, and tools.
- Operate within budget and ensure resource allocation aligns with strategic priorities and supports operational goals.
- Integrate all KeHE policies, practices and procedures and develop new policies and procedures.
- Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports.
- Responsible for attracting and developing superior talent and implementing a strong succession planning process.
- Other duties as assigned.
SKILLS, KNOWLEDGE AND ABILITIES:
- Highly proficient in all Microsoft Office Suite such as PowerPoint, Excel, and Word. Advanced skill level in Excel is preferred. AS400 experience preferred. Experience with Power Bi and building of dashboards preferred.
- Thorough understanding of Customer Support, Back Office and Sales organization, strategies.
- Strong interpersonal skills with the ability to lead, coach and develop people and sustain relationships.
- Ability to maintain focus on key business opportunities and apply necessary resources to accomplish objectives.
- Effective presentation skills, strong organizational skills, time management and negotiating skills.
- Ability to manage multiple and shifting priorities.
- Advanced troubleshooting and multi-tasking skills.
- Proven track record of developing customer support strategies and leading teams to achieve performance goals.
- Strong analytical and problem-solving skills with a data-driven approach to process improvement.
- Excellent communication and leadership skills with experience working cross-functionally.
Minimum Requirements, Qualifications, Additional Skills, Aptitude
EDUCATION AND EXPERIENCE:
- Bachelor's degree in Business Administration, Operations Management, or a related field; Master's degree preferred.
- Minimum of 6 years of customer support or service management experience, with a minimum of 3 years in a senior supervisory or management role.
PHYSICAL REQUIREMENTS:
- These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job.
Requisition ID
2025-26247
Equal Employer Opportunity Statement
KeHE Distributors provides equal employment opportunities to all employees and applicants for employment and prohibits all forms of discrimination and harassment on the basis of race, color, religion or faith, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training as well as the administration of all Human Resources and Talent Acquisition processes.