What are the responsibilities and job description for the Customer Fulfillment Manager position at Trü Frü?
Who are we?
Established in 2017, trü frü rapidly ascended the “permissible indulgence” space as a Utah-based company selling one-of-a-kind “better for you” Hyper-Chilled and Hyper-Dried real fruit immersed in premium chocolate to retail outlets nationwide. Winning Most Innovative New Product in 2019 and 2022 in the sweets and snacks categories and climbing the fruit-based snack industry chart at an astounding growth rate, trü frü joined the Mars family of brands in February 2023. We are on a mission to build a legacy with trüly remarkable people who can create something special for generations to come!
What You'll Do
As the Customer Fulfillment Manager, you will be crucial in ensuring efficient order processing and customer satisfaction. You will be responsible for managing a dedicated CFR team that provides " best-in-class” customer engagement and order life cycle management. The ideal candidate should have excellent leadership skills, attention to detail, the ability to work within deadlines, and a strong focus on customer satisfaction. This role is critical to a company's reputation and customer retention.
Job Aspects
What Trü Frü Offers –
At trü frü, we are committed to an inclusive workplace where diversity in all its forms is championed. trü frü is proud to be an equal opportunity workplace and we are an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants with criminal histories, consistent with legal requirements. If you require special accommodation, please let us know.
Privacy Policy
Mars and its family of brands is committed to transparency and responsibility in how we handle the personal data entrusted to us by our customers and consumers. To learn more about our privacy policy please follow this link.
Established in 2017, trü frü rapidly ascended the “permissible indulgence” space as a Utah-based company selling one-of-a-kind “better for you” Hyper-Chilled and Hyper-Dried real fruit immersed in premium chocolate to retail outlets nationwide. Winning Most Innovative New Product in 2019 and 2022 in the sweets and snacks categories and climbing the fruit-based snack industry chart at an astounding growth rate, trü frü joined the Mars family of brands in February 2023. We are on a mission to build a legacy with trüly remarkable people who can create something special for generations to come!
What You'll Do
As the Customer Fulfillment Manager, you will be crucial in ensuring efficient order processing and customer satisfaction. You will be responsible for managing a dedicated CFR team that provides " best-in-class” customer engagement and order life cycle management. The ideal candidate should have excellent leadership skills, attention to detail, the ability to work within deadlines, and a strong focus on customer satisfaction. This role is critical to a company's reputation and customer retention.
Job Aspects
- Servant Leadership: Mentor and empower associates and help them grow and perform at their best. The goal is to create an inclusive environment where everyone can thrive as their authentic self.
- Customer Interaction: Engage with customers through various channels, addressing inquiries and providing assistance to CFRs in resolving issues or concerns in a timely manner.
- Problem Solving: Be the voice of the customer (VOC) in identifying and solving customer problems, including product or service issues, billing discrepancies, and complaints. Internally you will work cross-functionally with Supply, Logistics, Finance, Sales and other departments as needed to come to resolutions.
- Technical Proficiency: Work in multiple online platforms, including ERP systems (SAP), WMS, and others.
- Performance Metrics: Develop and manage CFR team in meeting Key Performance Indicators (KPIs) related to response time, customer satisfaction, call resolution rate, and more.
- Training and Continuous Learning: Stay up to date on with products and customer service best practices through ongoing training. Ensure team members are trained/cross trained to effectively support customer needs.
- Attention to detail
- Great time management skills
- A customer-first focus
- Focused
- Detail oriented
- A problem solver
- Solution-oriented
- Strong verbal and written communication skills.
- An entrepreneurial spirit to drive improvements and change within the organization and their team.
- Ability to work independently, self-starter.
- Minimum 5-10 years of order management, supply chain, and customer engagement experience
- Minimum 5 years in a leadership role managing 5-10 employees.
- College degree or equivalent experience.
What Trü Frü Offers –
- Competitive salary, including a target bonus and an impressive benefits package!
- Flexible Paid Time Off
- Excellent health, dental & vision insurance, with options to fit you and your family’s needs.
- Long-term disability and short-term disability insurance
- Employee Assistance Program (EAP)
- 401K retirement saving opportunity.
- Casual office dress code
- A dynamic, ambitious, indulgently fun work environment!
At trü frü, we are committed to an inclusive workplace where diversity in all its forms is championed. trü frü is proud to be an equal opportunity workplace and we are an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants with criminal histories, consistent with legal requirements. If you require special accommodation, please let us know.
Privacy Policy
Mars and its family of brands is committed to transparency and responsibility in how we handle the personal data entrusted to us by our customers and consumers. To learn more about our privacy policy please follow this link.
