Sr Customer Service Specialist - Full-time / Part-time

At Schwan's Company, we are driven to bring our customers delicious foods and reliable services. That's how we grew from a "one-man-and-a-truck" delivery business in rural Minnesota to a multibillion-dollar private company with thousands of team members nationwide. Our commitment to delicious foods shows in all we do, from careful ingredient selection and quality food making to delivering a great experience wherever you shop and eat.

The foods we make reach customers in many ways. We deliver directly to our customer's homes through our popular food-delivery business, offer well-known retail brands such as Red Baron®, Freschetta®, and Tony's® pizzas, Pagoda® snacks and appetizers, and Mrs. Smith's® and Edwards® desserts, and bring innovative food solutions to our customers in the food-service industry. To learn more, visit us at

This position is responsible for providing superior customer service to our internal and external customers by managing all customer needs from placing orders to managing transportation and inventory and producing order management results.

The primary responsibilities include -

Customer Service/Order Management:

• Working with external customers and/or buyers to manage orders to ensure timely and complete shipment.
• Serve as point of contact for customer communications and will troubleshoot and solve all issues related to orders and deliveries.
• Communicate effectively with internal customers and field personnel to ensure quality service and continuously works towards improvement of product flow to our customers in a cost effective manner.
• Serve as the Lead in the Customer Service department to resolve issues related to processes systems policies and procedures.

Transportation and Inventory Management:

• Manages all customer shipments with plants distribution centers and transportation.
• Analyzes inventory reports against customer demand to determine if customer shipments will be complete.
• Communicates any shortages and next availability to customers and sales in a proactive manner.
• Consults with internal departments: IT Supply Chain and Sales to effectively resolve customer issues and to ensure that customer shipments are processed in a cost effective manner.
• Advises management of any ongoing inventory and/or delivery problems. Provides solutions to resolve current problems and eliminate future occurrences; and implements process improvement actions that enhance service and reduce costs.
• Sets up transportation arrangements on shipments as required.
• Monitors and reports on customer service scorecards and metrics
• Assists Customer Financial team member in identifying logistics discrepancies to limit the number of customer deductions.
• Responsible for SOX compliance - monitoring and tracking manual orders and returns; and period close procedures.
• Responsible for ad hoc KPI reporting on top 10 accounts as well as monthly case fill reporting by business

Education: Bachelors Degree in related discipline such as Business Communication or Supply Chain or related experience.

Years of Related Experience: 7+ years related experience including training of Customer Service staff.

Knowledge/Skills/Abilities: Broad business knowledge required. Knowledge of Consumer Packaged Goods and Supply Chain preferred; excellent PC skills including Microsoft Office Suite (Excel Word Outlook); knowledge of SAP is beneficial; strong interpersonal skills including relationship building teamwork conflict resolution and customer service; superior verbal and written communication skills; advanced judgment and decision making ability; detail oriented; results oriented; and strong organizational skills.

EOE