At Bobo’s Oat Bars everything we create is made with love and baked by hand using wholesome, simple ingredients you can find in your own kitchen.  Working at Bobo’s is a labor of love.  Our experienced staff exudes integrity, grit, passion, and a unified desire to share the love of Bobo’s and our products from their hearts to others.  Bobo’s employees embrace and reflect the Bobo’s values being collaborative, adaptable, passionate, persevering, and fun-loving. 

Position Summary:

The Customer Success Manager will play a key role in ensuring satisfied customers across the Club Channel by providing exceptional customer service, managing orders efficiently, and acting as a liaison between our company and its valued business partners. 

Essential Functions:

• Customer Support: Act as the primary point of contact between our Club broker partners and Club Customers, addressing inquiries, resolving issues, and providing information on products and services.
• Operational Support: Act as lead on Item Agreement Creation and setup with our broker partners and key stakeholders within cross functions
• Forecast/Planning: Maintain and manage customer forecast, actualization, changes and promotional plans as it relates to demand.
• Order Management: Work with Customer Service Coordinator to process and monitor customer orders accurately and timely, from receipt of PO to delivery of products, ensuring adherence to customer requirements and company policies.
• Account Management: Develop and maintain strong relationships with Club Customers and Business Partners, understanding their needs, preferences, and acting proactively to ensure high levels of customer satisfaction.
• Communication: Coordinate effectively with internal departments (e.g., Sales, Production, Logistics, Finance) to ensure seamless service and resolve any potential service disruptions.
• Problem Resolution: Investigate and resolve customer complaints related to product service, delivery, or quality. Escalate issues as necessary to ensure prompt and effective resolution.
• Documentation: Maintain accurate records of customer interactions, transactions, comments, and complaints
• Product Knowledge: Stay updated on company pricing, products, services, and industry trends to provide informed support
• Reporting: Prepare and present regular reports on forecast, promotional plans, customer feedback, service issues, and order statuses to management.
• Continuous Improvement: Participate in training and development programs to enhance service delivery and contribute ideas for process improvement.

Supervisory Responsibility:

None – this position will not be responsible for supervising other employees 

Qualifications / Education / Experience Desired:

• Education: Bachelor’s degree in Business Administration, Marketing, or related field is preferred.
• Experience: Minimum of 3-5 years of experience in a customer service role, preferably working for a manufacturer dealing directly with Club Channel, Costco or Sam’s. 
• Skills:
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Highly Proficient in using Microsoft Office Suite
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong interpersonal skills and the ability to build relationships with clients and internal teams.
• Hardworking, persistent, and dependable.
• Positive and enthusiastic
• Professional demeanor in working with coworkers, distributors, retail reps and consumers 

Language / Mathematical / Reasoning Ability:

• Strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail

Supervision Given:

• This position reports to the EVP Sales
• This position is expected to be able to work with minimal oversight at times, and be able to confidently handle situations on their own. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, stand, use hands to grasp and handle objects or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch or crawl. The employee must lift and/or move up to 10 pounds. Specific vision abilities required by this job include looking at a computer screen and ability to adjust focus. The employee may be required to travel, must drive a motor vehicle, and effectively communicate using telephone and email.

Location: On-site at our headquarters located in Loveland, CO.

Travel Required: Limited (May be required to attend occasional off-site training) - less than 5%

Bobo’s Oat Bars is an Equal Opportunity Employer. The Company does not discriminate against employees or applicants for employment on the basis of race, color, religion, sex (including pregnancy), age, national origin, ancestry, citizenship status, sexual orientation, gender identity or expression, transgender status, marital status, familial status, disability, genetic information, protected veteran/military status, or any other characteristic protected by applicable federal, state or local law.