Manager, Customer Operations (Sam's Club)

BUILT ON FLAVOR.  FUELED BY PEOPLE.

What’s it like to work at Kinder’s? Well, there’s a lot of snacking and geeking out over what we all cooked over the weekend. Beyond that, there’s also plenty of hard work. Because we don’t just like flavor, we’re obsessed with it.     

With over 100 products sold nationwide, we’re now a top-five brand in multiple flavor categories at Costco, Walmart, Whole Foods, and more. We’re not your typical CPG company. Privately held and founder-led, we like to think of ourselves as a pirate ship in a sea of cruise ships. Our crew is adventurous and fearless. We chart our own course and chase big ideas to make food unforgettable.  

As we expand globally and approach $1 billion in revenue, we need more smart-and-scrappy, flavor-obsessed people to come aboard. If you’re looking for a place where you can see the real impact of your work... this is it! Every day, you’ll be part of a journey to add flavor to millions of meals and lives. 

Kinder’s is seeking an experienced Customer Operations Manager, Sam's Club who is passionate about being part of a team of hard-working people focused on bringing the future of flavor to consumers everywhere.

We are a fast-growing company working hard to bring amazing flavor solutions that are as exciting and delicious as they are simple to use to our consumers whether they are experienced cooks or first-timers in the kitchen.  We are obsessed with quality and are 100% committed to being the most innovative company in any market we serve.  Our mission is to bring awesome flavor to consumers whenever and wherever they are looking for it and whatever they are looking for it in (seasonings, sauces, gravy, marinades, or anything else we can come up with).  We have experienced tremendous growth over the last 5 years, but 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 folks to help us continue to raise the bar for what they 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 the Customer Operations Manager, Sam's Club you will act as resource to the Sam’s Club and Walmart Portfolio on non-product related customer service requests and issues. Receive, Process, Confirm and Coordinate Customer orders with 3PL partners/Sales/Supply Chain.  Conduct work assignments of increasing complexity, under moderate supervision with some latitude for independent judgment.  Work cross functionally with Sales as well as Operations to escalate, navigate as well as resolve issues and follow through with client until completion. May take escalated calls from External Customers, Buyers or Sales members and use limited discretion/decision-making authority as needed to resolve customer issues. For product or service-related inquires, coordinate with internal Customer support groups.  You will work closely with internal stakeholders, such as sales, finance, and operations, as well as external partners, ensuring that supply chain strategies support the overall business goals and growth objectives while embodying Kinder's values. 

Key Responsibilities:

• Own Customer Service processes for Sam’s Club
• Order receipt, Entry, Confirmation and Logistics for each order
• EDI imports Pool and Script Orders
• Script Orders and collaborate with Logistics for freight management.
• Analyze Customer orders and propose continuous improvements and optimizations
• Access internal Sam’s Club systems on a daily basis to research internal Sam’s orders
• Access internal GRS replenishment system to check order accuracy, order execution, item setup for accurate ordering, item setup for proper order execution, trans mode maintenance, lead time maintenance, order increment maintenance, presentation maintenance, etc.
• Manage/adjust club forecast based off last 4-8 weeks sales trends to maintain accurate demand in GRS. To avoid out of stocks at club level.
• Analyze internal GRS forecast and compare to Kinder’s internal forecast to ensure alignment and accuracy.
• Category owner of GRS maintenance on all items for Kinder’s.
• Collaborate weekly with Sam’s Category Replenishment managers to ensure alignment on new ideas, updates on business, new initiatives Kinder's sets, new initiatives Sam’s sets, develop total plan/actions for improvements.
• Drive sales efficiencies through end-of-life item maintenance, accurate forecasting, accurate presentation settings, accurate safety stock settings updates in GRS, burn profile maintenance at an item-club level
• Sole owner of developing burn settings to drive mass efficiencies in the “burn down” of inventory to prevent excess/inflated markdowns, heavy inventory, and total item lifecycle management from top to bottom
• Partner with Operations team to ensure we efficiently move through inventory both at Sam’s and Kinder’s to prevent high leftover/SLOB inv at RJW
• Investigate high OH analysis to ensure optimum inventory levels in all clubs and run out strategies.
• Reporting and Communication:
• Build reporting for internal VPS/Kinder’s team and share results effectively with all parties (Sam’s, Kinder’s, VPS).
• Track “late/delayed” shipments every morning to ensure timeliness/OTIF goals for Kinder’s are being promptly met.  Escalate accordingly.
• Develop solid partnership/trust with Sam’s Replenishment teams to drive inventory efficiencies and increase productivity/sales of Kinder’s
• Partner with Kinder’s Sales on ideas to promote Kinder’s, drive traffic, and implement settings reflecting those ideas.
• Cost savings support – freight, warehousing, and fines/fees.
• Including but not limited to:
• Order receipt, Entry, Confirmation and Logistics for each order
• EDI imports Pool and Script Orders
• Script Orders and collaborate with Logistics for freight management.
• Analyze Customer orders and propose continuous improvements and optimizations
• Forecast input and inventory management.

What You Bring to the Table

• Minimum of 3-5 years of customer service experience, preferably with Sam’s Club background in consumer-packaged goods supply chain or operations
• NOVA 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.

Location & Travel

The position will be based out of our Bentonville, AK 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. 

SEASONED FOR SUCCESS:

• 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. 

BENEFITS THAT BRING MORE TO THE TABLE:

We offer a range of total rewards that may include paid time off, 401k, bonus / incentive eligibility, equity grants, competitive health benefits, and other family-friendly benefits, including parental leave. Kinder’s benefits vary based on eligibility and can be reviewed in more detail during the interview process.  

OUR RECIPE FOR BALANCE:

We believe great culture starts with people. We’re a people-first company built on connection, collaboration, and balance. Most of our work happens in the office to spark creativity and community, but we also offer flexibility so team members have the autonomy to work outside the office when needed to support their work-life balance and personal commitments.

WHERE EVERY INGREDIENT MATTERS:

Kinder's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need any accommodation during the application process or to perform these job requirements, please reach out to us at careers@kinders.com