What are the responsibilities and job description for the Customer Operations Manager position at Kinder's?
ABOUT US AT KINDER'S:
We are a fast-growing company working hard to bring amazing flavor solutions to consumers that are as exciting and delicious as they are simple to use. Whether we are serving the emerging cook or seasoned pro, we are 100% committed to our mission of bringing awesome flavor to consumers wherever and whenever they are looking for it and in whatever form they want it in be it seasonings, sauces, gravies, marinades, or anything else we can dream up. We drive hard to be the most quality-obsessed, innovative company in any market we serve and while we have experienced tremendous growth over the last 5 years, we think we are just getting started. We love our consumers and are fired up to be part of their flavor journey, and we need more great people to help us continue to raise the bar for what consumers think is even possible in their own kitchens.
Today, we have over 100 products sold nationwide at retailers including Costco, Walmart, Sam's Club, Whole Foods, Sprouts, Kroger, Safeway and many more. While we have been around for over 75 years, we have experienced explosive growth in the last 5 years and are now a top 5 brand in the U.S. in multiple flavor categories including seasoning blends, BBQ sauce, and wing sauce. To keep our momentum rolling, we need more passionate flavor advocates and builders to come and join our team and help us reach every kitchen across the U.S. and maybe even the world.
How you'll have an impact at Kinder's: As a Customer Operations Manager, you'll serve as the primary point of contact for Walmart and Sam's Club, managing customer orders through processing, confirmation, and coordination with sales, supply chain, and 3PL partners. You'll proactively identify, escalate, and resolve customer and replenishment-related issues, collaborating cross-functionally with internal teams (sales, finance, operations) and external stakeholders to ensure smooth supply chain execution. Your role will directly support Kinder's business objectives and growth, consistently reflecting our company values.
Key Responsibilities:
- Develop solid partnership/trust with Kinders Sales team as well as WM/Sam's buyers to drive successful Seasonal MODS, Programs and Product Changes by optimizing forecasts creating inventory efficiencies and increase logistics improvements. Participate with in person meetings with Kinders/WM Key Stakeholders.
- Have an in depth understanding of their operations, business strategies, and expectations
- Cross -Functional Collaboration with internal Logistics/Inventory teams as well as Carrier Partners to move freight efficiently and in timely manner.
- Arrange shipments with carriers, freight forwarders, and third-party logistics providers to ensure on-time delivery of products on outbound non-pool orders.
- Inventory Management- Collaborate with WM Replenishment Buyers, Kinders Sales, Demand and Supply Planning Teams as well as Inventory and Logistics to reduce abandoned inventory and reset MODS.
- Review product availability upon order receipt coordinate with the procurement and production teams to ensure sufficient stock levels to meet customer demand.
- Review daily In-stock Reports, Luminate System Reports and recaps.
- Order Processing.
- Receive, review and process incoming orders from EDI to SAP to ensure accuracy and fulfillment capabilities. Work closely with the Sales team to verify order details, address any discrepancies, and ensure timely order fulfillment. Coordinate with the warehouse team to prioritize and schedule shipments based on order urgency.
- Track "late/delayed" shipments every morning to ensure timeliness goals for Kinder's are being promptly met. Escalate accordingly.
- Supply Chain Optimization
- Identify opportunities for process improvements within the supply chain to enhance efficiency and reduce lead times.
- Cost savings – freight, warehousing, and fines/fees.
- Support of deductions resolution.
- Cross Train and Support as internal back up to Customer Operations Manager Co-Man Mass (Sam's Club)
What You Bring to the Table
- Minimum of 3-5 years of experience in customer service experience, preferably as a Replenishment Manager with a Walmart background in consumer-packaged goods supply chain or operations.
- Luminate (now Scintilla) experience preferable.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external partners.
- Ability to set and achieve goals and engage in creative problem solving.
- Strong organization skills and attention to detail are necessary, as well as commitment to seeing tasks through to completion.
- Team player that works well cross functionally and seeks to collaborate across multiple functional areas in the organization.
- Flexible, efficient, and motivated self-starter that requires little direction, with a proven ability in creative problem solving and managing multiple priorities
- A commitment and passion for being an active participant in our fast-paced, high growth company.
- Proficient in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) products. Familiarity with SAP a plus.
- Bachelor's degree preferred but not required.
Things About the Way We Work
- No two days here are the same
- We try to be good team members and good communicators, but we don't live by hierarchy and structure – everyone is a difference maker here
- We make a lot of decisions in the face of incomplete information – our team embraces ambiguity and tries to make good decisions fast rather than great decisions slow
- We believe our job is to take smart risk, not to eliminate risk
- We believe in growing our skills and becoming a better company with more managerial expertise, but we are an entrepreneurial company at heart
- We aren't trying to be average – we want to do exceptional things and we are willing to work hard to achieve them
Location & Travel
The position will be based out of our Bentonville, AR office with monthly to bi-monthly travel to our 20,000 sq. foot office in Walnut Creek, CA. We strongly believe in the power of culture and community and have a hybrid work structure with 3 days in the office on a weekly basis to encourage collaboration and personal connections that will allow us to better serve our customers and consumer and to have more fun.
