Nonni's Bakery

Compensation

Full Description

Position: Manager, Supply Chain & Customer Service Department: Supply Chain Reports To: Chief Supply Chain Officer Location: Chicago, IL About Nonni's Nonni's Foods is crafting premium baked experiences that bring joy to everyday moments. For over 30 years, we've been baking authentic Italian biscotti and specialty cookies that deliver both indulgence and quality — thin, crispy, and made with real ingredients like almonds, dark chocolate, and olive oil. As consumer expectations evolve toward clean labels, better ingredients, and mindful indulgence, Nonni's is perfectly positioned at the intersection of premium quality and accessible luxury. We've built the leading biscotti brand in America and expanded into complementary platforms including thin & crispy cookies, biscuit thins, and artisan toast — all baked with the same craft and care that defined our founding. Our products are found in most major retailers nationwide including Costco, Walmart, Whole Foods, Target, Kroger, and Amazon, with growing distribution as part of the Ferrero family since October 2024. Now backed by Ferrero — one of the world's most respected family-owned food companies — Nonni's is entering an exciting new chapter. We're combining our artisan baking heritage with Ferrero's global scale and resources to become their North American growth platform for premium baked goods, while staying true to the quality and authenticity that made Nonni's a household name. We're building something enduring: a brand that brings people together, a culture that values craftsmanship and integrity, and a team that takes pride in making something truly special. Job Overview The Manager of Customer Supply Chain and Service will be responsible for overseeing the customer service department, ensuring high levels of customer satisfaction and loyalty across the Nonni's network and potentially other Ecosystem related businesses. This role involves developing strategies to improve customer experience, managing customer support teams, analysing customer feedback, and collaborating with other departments to align customer service initiatives with overall business objectives. This role will proactively identify future opportunities and challenges within the customer service / supply chain landscape and develop mitigation strategies when necessary as well as developing and implementing effective supply chain strategies. Key Responsibilities Customer Experience • Develop and implement strategies to improve customer satisfaction and loyalty • Monitor and analyze customer feedback and service metrics to identify areas for improvement • Serve as the primary point of contact for escalated customer complaints, working to resolve issues promptly • Oversee Customer purchase order and invoice accuracy through effective EDI modules and ERP systems • Interacts with customers in cases of transport delays or any specific matters in order to guarantee the service level • Manages all customer service-related inquiries across the network incl. co-packers, co-manufacturers and potentially other Ecosystem related businesses Performance Management • Monitors the case fill rate & on time delivery • Monitors the shelf availability to ensure optimal freshness to the customers • Monitors the cost to serve to optimize customers P&L • Leads and manages projects aimed at improving logistics collaboration and ultimately SL for customers Collaboration • Collaborate with local Bakery Account Services teams and customer order fulfillment centers to adhere to customer order delivery dates, pickup and delivery schedules and inventory availability with cross functional Supply Chain and Sales leaders • Work closely with other departments to ensure a cohesive approach to customer service • Support other departments with customer service-related issues and initiatives • Cross functional collaboration – build and maintain strong relationships with all Nonni's functions, co-packers, co-manufacturers and potential other Ecosystem related businesses • Support continuous improvement initiatives to reduce costs and improve service levels Strategic Planning • Align customer service strategies with overall business goals and objectives • Develop and maintain mechanisms for measuring customer satisfaction and cascade feedback to relevant departments • Utilize CRM systems to manage customer interactions and document issues and resolutions Reporting • Prepare and present regular reports on Customer Service KPIs and initiatives • Analyze customer feedback to identify opportunities for innovation and improvements • Compilation of period end reports, ensuring key issues are highlighted in period commentary • Identify and deliver Customer Service budgeted savings through identified projects • Identify opportunities to maximize Customer Services efficiency and reduce cost particularly relating to customer ordering patterns and network design Qualifications • Strong experience within Customer Services or Supply Chain, 6+ years in leadership positions • Relevant degree or training or demonstrable through experience • Proficiency with CRM systems and customer service software • Excellent communication and interpersonal skills • Build powerful partnerships at all levels with the ability to coach and challenge • Strategic thinking and problem-solving abilities • Ability to draw insight from data and highlight opportunities internally and externally with our customers Behavioral Competencies • Customer-centric mindset • Effective communicator • Ensures accountability • Strong work ethic and personal integrity • Ability to work under pressure and handle challenging situations • Commitment to continuous improvement and professional development • Plans and aligns with other senior stakeholders • Leadership values aligned to Nonni's values Working Conditions • Full-time position based in Chicago, IL • Occasional travel to production facilities and other business-related locations (approximately 10-15%) • Fast-paced environment requiring adaptability and strong multi-tasking abilities Compensation Commensurate with market. Package includes Annual Performance Bonus, Health, Life, Dental, Vision, Disability Insuurance, Matching 401(k), etc. Our Commitment to Diversity, Equity & Inclusion At Nonni's Foods, LLC, we believe that diversity drives innovation and strengthens our ability to serve our customers and communities. We are committed to building an inclusive workplace where every employee feels valued, respected, and empowered to contribute their unique perspectives and talents. We actively seek to create a diverse team that reflects the communities we serve and the customers we delight. We are proud to be an Equal Opportunity Employer and celebrate diversity in all its forms, including race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, age, and all other protected characteristics. We encourage applications from candidates of all backgrounds and are dedicated to fostering a workplace culture of belonging where everyone can thrive. Nonni's Foods, LLC | A Ferrero Company Equal Opportunity Employer | Committed to Workforce Diversity