Job Description

Since 1869 we've connected people through food they love. Our history was created by remarkable people, ideas, and innovations. It serves as inspiration and foundation for our future success.We're proud to be stewards of amazing brands that people trust. Our portfolio includes the iconic Campbell's brand, as well as Michael Angelo's, noosa, Pace, Pacific Foods, Prego, Rao's Homemade, Swanson, and V8. In our Snacks division, we have brands like Cape Cod, Goldfish, Kettle Brand, Lance, Late July, Pepperidge Farm, Snack Factory, and Snyder's of Hanover. We foster a culture of belonging where people come first, and diversity is embraced. And we live our values, always, while setting the highest standards for performance.Here, you will make a difference every day. You will be part of a dynamic, collaborative, and competitive team. You will be supported to build a rewarding career with opportunities to grow, innovate and inspire. Make history with us.The DSD Support Team Lead manages the Independent Distributor Partner (IDP) Call Center Support Team, overseeing the efficient handling of IDP settlement and order inquiries through phone and email. This role involves supervising daily order processing and leading cross-functional collaborations to ensure smooth operations.Primary Responsibilities:40%-Team Lead Responsibilities:Workload Management: Plan, delegate, and track tasks to meet performance targets. Adjust schedules and resolve daily operational challenges.Cross-Functional Coordination: Oversee plant close processes and collaborate with Operations, Sales, and Transportation teams to ensure operational continuity, including during holidays and special plant close events.Process Improvement: Ensure thorough testing of programs and systems, along with satisfactory cross-functional user/operator training. Lead and support new process implementations and system updates. Provide training, documentation, and individual support as needed.Communication Management: Draft and submit critical communications regarding operational changes and customer impact (Plant close errors, changes, etc) to the communications team.Performance Metrics: Establish and monitor KPIs to maintain high customer satisfaction and ensure effective communication and issue resolution. Supports and implements updates as needed to Service Now.Reporting and Analysis: Develop integrity reports, analyze support data, and provide monthly reports on call volume and support issues. Attend meetings with cross-functional teams to address and communicate issues and business changes.Team Development: Coach and mentor support associates, manage hiring processes, and perform managerial duties in the absence of the Manager.Meeting Involvement: Leads and/or attends meetings with cross functional teams including not limited to; Data Management Supervisors, Handheld teams, IT teams, operations, sales etc. to ensure communication lines remain open on issues and potential business changes.Mics Tasks: Support responsibilities of the Manager role in Manager absence. Performs other job-related projects, duties and assignments as directed by Manager.40%-Supervising Team responsibilities:Technical Support: Coordinate with IT and external vendors to address system and phone issues. Oversee technical enhancements and issue resolution.Call Handling: Ensure prompt and professional handling of IDP and field sales calls via the 833 Info DSD phone line.Order Processing: Supervise accurate and timely processing of IDP orders, special requests, and IDOC errors.Inbox Management: Lead the processing of inquiries in the DSD support inbox from IDPs, Sales Field, Transportation team, Operations team, etc.20% Administration Duties:Time Management: Approve weekly timecards, vacation requests, and plan team coverage.Team Meetings: Conduct regular meetings to keep the team informed and engaged providing a meeting agenda.Performance Management: Oversee employee performance, set objectives, conduct check-ins, and complete performance reviews.On-Call Support: Provide on-call support during holidays and after hours to ensure timely completion of production applications.Knowledge and Skill Requirements:Attention to Detail: Accurately handle data entry, reports, and manual processes.Leadership and Motivation: Inspire and guide team members, and effectively supervise employees with confidence in self and others. Balances team and individual responsibilities; provides and welcomes feedback; contributes to building a positive team spirit.Interpersonal Skills: Collaborate with diverse teams and stakeholders at various organizational levels.Communication: Demonstrate strong written and verbal communication, presentation skills, and the ability to handle various situations effectively.Technical Proficiency: Proficient in Microsoft Office, Oracle, SharePoint, and quick to learn new database systems. Must have the capability to learn and navigate new database systems quickly and efficiently.Education and ExperienceBachelor's degree and 3+ years of related experience required.Physical RequirementsThe employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit, talk or hear, and use hands to finger, handle, or feel.Compensation and Benefits:The target base salary range for this full-time, salaried position is between$47,600-$79,800Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of employment. Please ask your Talent Acquisition Partner for more information about our total rewards package.The Company is committed to providing equal opportunity for employees and qualified applicants in all aspects of the employment relationship, including consideration for employment, without regard to race, color, sex, sexual orientation, gender identity, national origin, citizenship, marital status, protected veteran status, disability, age, religion, or any other classification protected by law.

Job Tags

Similar Jobs