Quality, efficiency, and safety all play a big role in our work at Danone. Manufacturing the best products and supplying them to meet demand is a key driver for the Supply Chain team. We are currently looking to hire a Customer Experience Manager for our Nutricia team based in White Plains, NY, Louisville, CO or near any of our Plant locations! 

The Customer Experience Manager is accountable for creating and fostering a high level of customer service and satisfaction while minimizing the total cost to service through continuous improvement of operational effectiveness, employee productivity, and profitability.

Key Responsibilities:

• Manage the Order-To-Cash (OTC) process, other order management processes, returns processes, and customer complaints. Lead a complaints reduction program in collaboration with peers when needed
• Continue developing, project planning, and execution of customer experience and satisfaction improvement strategies across Nutricia North America locations and possible partner locations
• Establish and achieve continuous improvement goals to maintain focus on increased efficiency and streamlined operations while maintaining world class customer interactions
• Create joint solutions/new ways of working with customers/distributors to improve sell out service as well as optimizing costs
• Develop and measure metrics that track contribution and progress on customer satisfaction, efficiency and productivity improvements
• Lead and continuously develop a high performing customer services team through transparent communication, engagement, consistent touch points, and culture building initiatives
• Monitor and ensure compliance with all HIPPA and other pertinent regulations for team dealing with sensitive patient and financial information
• Participate in industry organizations to follow latest trends in CRM, IT solutions, transactional automation, use of AI technology in customer service, and others as required
• Use business insights from CRM, NPS, and OMS to create roadmap for improved service and efficiency

Seamless launch of new channels of support as well as supports plans for new products and integrations

The salary range for this position is $120,000 – $140,000 USD. The exact salary offered will depend on several factors, including the candidate’s relevant experience, geographic location, internal equity, and market conditions.  Danone North America additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment.

Functional skills:

• Customer and supplier collaboration
• Supply chain strategy, to include returns and reverse supply chain
• Process and project excellence
• Performance and total cost management
• Value creation
• Ability to create, communicate, and execute strategic vision
• Cultural change leader

Knowledge, skills and abilities:

• Problem solving skills
• Excellent verbal and written communication skills
• Strong ability to lead a cross functional team
• Project management skills and experience
• Demonstrated ability to capture, understand, manage and resolve questions and issues
• Ability to manage expectations, create high level of satisfaction and effectively convey customer needs to colleagues and functions throughout the company
• Bilingual skills (English/French) preferred
• Proficient with MS Office including Excel, Word and Powerpoint

• Ability to work independently and as a member of a team
• Experience with CRM systems
• Proficient in managing and increasing NPS
• OMS management and refinement
• Experience with SAP is a plus

Managerial responsibilities:

• Direct management of the US and Canadian work from home Customer Service teams
• Ownership of Customer Service business and systems
• Ownership of B2B customer order platform
  
  

Working conditions:

• Hybrid: Office environment/Virtual work environment

Minimum qualifications:

• Bachelor’s degree
• Minimum 5 years Customer Services management experience

Success factors:

• Ability to listen to customers and fix problems
• Know the value of each customer
• Ability to empower and listen to the customer service representatives
• Ability to engage the entire company behind Customer Services
• Customer service is improved based on customer feedback

Visionary with a high degree of proactive bias for action and accountability

Nutricia Advanced Medical Nutrition is focused on pioneering and delivering specialized nutritional solutions and Best Care for medical professionals and their patients, helping people live healthier and longer lives. Nutricia North America was established in 1983 and is headquartered in Rockville, MD. We seek to provide solutions and services wherever nutritional intervention can be shown to improve clinical outcomes. In partnership with doctors, healthcare professionals and caregivers, we work to make a real difference in people's lives by speeding recovery and encouraging independence. Our ambition is to deliver only proven benefits through nutrition, as an integral part of disease management. Consisting of a wide variety of FDA and Health Canada regulated nutrition products, we are especially active in the management of inherited metabolic diseases, severe pediatric allergic and gastrointestinal disorders, pediatric epilepsy, and long term and critical care for seniors. Please join us in nourishing lives & inspiring a healthier world through food! Learn more @ www.nutricia-na.com  

Nutricia North America is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, veteran status, genetic characteristic or any other unlawful criterion. 

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf 

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf 

 
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