Nordic Naturals

• Develop detailed project plans, dashboards, and associated project tools • Create and manage project schedules, budgets, and resource allocation • Lead project execution and monitor project progress • Develop and implement risk management plans

• Assist with the annual budget, quarterly forecasts, and long-range planning process • Maintain driver-based financial models (revenue, headcount, expenses) • Partner with business leaders to develop bottom-up forecasts • Continuously improve forecast accuracy and process efficiency • Analyze performance vs. budget/forecast and provide clear, actionable insights and recommendations to manage risk and drive business decisions and results • Monitor & track risks and opportunities and communicate them clearly to leadership • Own process for defining key financial and operational KPI’s, ensuring alignment with corporate performance objectives • Partner with other finance teams to ensure clarity around budgets and forecasts • Drive accountability around budgets and performance • Provide Enterprise level decision support (M&A, Capital Allocation, etc.) • Prepare monthly/quarterly reporting packages for executive leadership providing business insights • Partner with BI to ensure consistent metric definitions and reporting across the organization • Partner with BI to develop and maintain a single source of truth for performance reporting • Partner with BI to prioritize reporting and dashboard development based on business and leadership needs • Drive process improvements in planning and reporting that enable scalability and automation • Support the evolution towards integrated planning and reporting tools • Work with systems such as Excel, ERP (SAP), and assist in implementation and maintenance of planning tools • Ensure data integrity and consistency across reporting

• Overseeing business activities for assigned key accounts in this class of trade; • Coordinating sales distribution through Strategic Customer Accounts by setting and determining business objectives; • Establishing promotional programs and sales goals; • Managing relationships with key Pet Customers including Chewy, Pet Distributors, and FDM Pet Retail Stores. • Providing monthly and quarterly key account updates to the Retail sales and management team.

• Provide data-driven insights and reporting to support sourcing decisions and financial planning • Analyze spend, volume, and supplier data across categories to improve cost visibility and support sourcing decisions • Translate demand and MRP data into clear insights, including impacts to spend, supplier capacity, and sourcing opportunities • Develop cost models and pricing analyses, including should-cost and total cost of ownership frameworks • Design and maintain dashboards and reporting for procurement KPIs • Partner closely with Finance to ensure accurate tracking, validation, and actualization of cost savings and cost changes • Support budgeting, forecasting, and variance analysis related to procurement initiatives • Develop clear, compelling presentations and slide decks, including executive updates, supplier QBRs, and sourcing insights • Design and maintain data structures and reporting frameworks, including spend classification, supplier hierarchies, and KPI definitions • Develop solutions for data collection, cleansing, and analysis, including building datasets and tools where needed • Improve tools and systems, including defining requirements, improving usability, and driving adoption • Contribute to the procurement maturity roadmap and evaluate emerging technologies, including advanced analytics and AI-driven tools • Partner with Category Managers to deliver market research, inflation trends, key cost drivers (e.g., fish oil, resins, freight), and supplier insights that inform category and sourcing strategies • Track relevant indices and provide ongoing visibility into cost movements and market dynamics • Enable RFI/RFP processes, including improving and automating workflows where possible • Analyze and track supplier performance, developing KPIs and scorecards (cost, service, quality, reliability) • Contribute to development of supplier management and segmentation strategies (e.g., Kraljic matrix) based on performance, risk, and strategic importance • Track Procurement program progress and ensure visibility into realized vs. projected savings

Location: Onsite/Remote Salary: $150k to $170k Plus a 10% Bonus POSITION SUMMARY The Director of Customer Service is a key operational leadership role responsible for the execution, delivery, and continuous improvement of customer service across our D2C, B2B, and B2C environments. This role leads day-to-day service operations, ensuring effective processes, systems, and team performance to achieve defined service standards and customer experience objectives.The Senior Manager of Customer Service drives operational excellence by identifying and implementing improvements in service delivery, processes, and performance. This role is responsible for leading, coaching, and developing the Customer Service team, who manage customer interactions across multiple channels, including front and back office support, telephone, email, online platforms, live chat, social media, and written correspondence. The position maintains strong accountability for operational performance, service quality, and team effectiveness. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Function Statement(s) - Establish and oversee Customer Service strategy execution by defining service standards, performance metrics, and KPIs across all customer channels (phone, email, social media, live chat, etc.), driving continuous improvement in service delivery and customer experience. - Advocate for the customer experience across the organization by leveraging deep consumer insights to drive systemic improvements and align departmental goals with the needs of the customer. - Develop, implement, and maintain standard operating procedures and documentation to ensure consistent, efficient, and scalable Customer Service operations. - Cultivate a high performance culture by designing leadership frameworks and career trajectories that empower talent at all levels, ensuring the organization’s management depth grows alongside business expansion. - Manage and optimize Customer Service operations, including workforce planning, resource allocation, and capacity management, to meet service level agreements and business objectives. - Drive fiscal excellence through the strategic application of technology and process improvements. By leveraging AI and automation to handle growth, the department maintains high operational efficiency and healthy margins without sacrificing the customer experience. - Design and execute a holistic Omnichannel Customer journey across all channels (Natural, FDM, Professional, Marketplaces, Web, International, Social, etc.) to ensure consistent and seamless customer engagement. - Architect and oversee the Customer Technology stack to improve platform utilization, workflow efficiency and service delivery. - Evaluate, implement, and optimize tools, technologies and automation solutions that enhance customer experience and improve team productivity. - Improve operational performance metrics, including resolution at first interaction, response times, wait times, quality standards and customer satisfaction outcomes. - Ensure compliance with regulatory, legal, and company requirements, proactively identifying and mitigating operational and customer-related risks. - Collaborate with cross-functional stakeholders (Sales, Finance, Product Development, Marketing, Operations, etc.) to drive service improvements, enhance customer experience, and support organizational initiatives. - Partner with Sales teams to support customer engagement strategies, optimize profitability, and enable service-driven sales and conversion initiatives, measuring impact through defined OKRs. - Perform any other duties as assigned POSITION QUALIFICATIONS Competency Statements - Create Vision & Strategic Intent - As a leader at Nordic Naturals, you translate your team’s vision into clear objectives and key results, aligning with long-term company goals. You ensure this vision is well-defined and understood by all stakeholders. By understanding external trends, you continually seek ways to enhance competitive advantage, drive efficiency, and improve processes. You align your team's strategy with the overall company strategy and create a compelling vision that inspires and motivates people. - Foster Integrity and Trust - As a leader at Nordic Naturals, you earn and maintain your team's trust through honest communication, transparency, consistency and fairness. You understand the importance of leading by example, prioritizing doing the right thing, even when it’s difficult, and following through with a commitment to ethical principles. You demonstrate accountability and owning your mistakes. You ensure transparency by openly communicating about successes and failures, creating a culture of learning rather than blame. - Effective Communication - As a leader at Nordic Naturals, you actively listen with curiosity, show genuine interest in others' perspectives, and provide clear, concise feedback. You communicate with empathy, encourage diverse opinions, and foster inclusive dialogue. Your nonverbal cues, like positive body language and eye contact, reinforce your message. You balance assertiveness with respect, offering and receiving constructive feedback to maintain a supportive and collaborative environment. - Demonstrate Business Acumen - As a leader at Nordic Naturals, you understand company operations and objectives, guiding your team on the steps to success. You analyze performance metrics and market trends to make informed decisions and adapt to changes. You optimize spending, manage costs, and develop strategies to enhance profitability. By fostering a results-oriented culture, you keep the team focused on key initiatives and deliver measurable outcomes. - Build a Culture of Accountability - As a leader at Nordic Naturals, you take responsibility for your actions, foster trust, and ensure transparency by communicating openly about successes and failures. You set clear expectations, provide resources, and follow through on commitments, demonstrating reliability. You encourage team members to own their roles, give constructive feedback, and recognize contributions to motivate and empower them. - Use Intellect & Critical Thinking - As a leader at Nordic Naturals, you grasp complex information, identify patterns, and balance research with swift decision-making. You distill data to uncover core issues, use systems thinking to understand organizational impacts, and make sound judgments even amid uncertainty. - Collaboration - As a leader at Nordic Naturals, you collaborate across teams, departments, and levels to ensure alignment and smooth handoffs. You seek diverse perspectives, value all voices, and create a safe space for sharing ideas. You drive collective success by fostering open communication, joint problem-solving, and a team-first mindset. - Takes Initiative - As a leader at Nordic Naturals, you proactively identify opportunities, innovate, and drive continuous improvement. You inspire a culture of proactive problem-solving, motivating your team to be self-driven and resourceful, ensuring the organization stays ahead in achieving its goals. - Possess Self Awareness & Social Intelligence - As a leader at Nordic Naturals, you are self-aware and foster strong relationships by responding appropriately to social situations. You model humility and openness, creating a culture of trust and transparency. You motivate others, promote collaboration, and make team members feel valued through empathy, active listening, curiosity, clear communication, and recognition. - Coach, Develop, Mentor and Provide Feedback - As a leader at Nordic Naturals, you invest in your team's growth through regular feedback, personalized guidance, and skill-building opportunities. You foster a supportive environment for learning, empower team members in their development, and build strong, mentoring relationships. Your commitment enhances skills, confidence, and team cohesion, contributing to a culture of continuous learning. SKILLS & ABILITIES - Extensive experience of leading and managing operational customer service / customer Service teams. - Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets. - Prior experience successfully managing, implementing and training team members on new and existing customer Service technologies and software - Proven management and/or relationship management experience in a senior, strategic level role. - Established track record of exceeding targets, developing OKRs and KPI’s. - Able to interpret and develop strategy and make recommendations. - Demonstrate ability to motivate and communicate with others at all levels - Demonstrated influential relationships skills at all levels. Able to use these relationships to deliver service improvements. - Excellent communication and negotiation skills. - Able to adapt and succeed in a changing environment. - Evidence of well-developed leadership skills - Bachelor’s degree in business or related field required or equivalent experience. At least five years of related Customer Service leadership experience required.

• Prepare, review and distribute promotional performance reports • Help maintain vendor portals • Assist in data entry as needed • Assist team with FDM, Internet, and Pet chain promotional Purchase Order processes • Enter data into spreadsheets and sales system for tracking • Provide monthly status updates on promotions/cooperative advertising to Specialist, Account Managers, and Regional Sales Managers • Review, research, and code all deductions for vendors • Short pays (investigate and dispute or approve) • Process returns/credit memos for orders when needed • Work directly and coordinate with accounting team to ensure business success in department • Provide excellent customer service to accounting department with timely approvals and provide back-up/approvals for accounting to then create credit memos • Assist Sales Managers, Account Managers, & Specialist -FDM Channel in annual customer business reviews • Receive, investigate, code, and track all deductions/department spending • Process Returns, damages, and credits for vendors • Web-based vendor portals; extracting, analyzing, and inputting data (new item submission, promotions, price changes, deduction and charge inquiries, item changes, images, etc.) • Other duties as assigned

Role Description The Sales Data Coordinator will provide high-level support by conducting data research, handling information requests, and performing administrative support functions. This will be done by performing administrative functions and handling information requests regarding specified Mass, Internet, Pet Accounts. The primary responsibilities are to support the Retail Department, promotional programs, handling deductions and appropriate GL codes. - Prepare, review and distribute promotional performance reports - Help maintain vendor portals - Assist in data entry as needed - Assist team with FDM, Internet, and Pet chain promotional Purchase Order processes - Enter data into spreadsheets and sales system for tracking - Provide monthly status updates on promotions/cooperative advertising to Specialist, Account Managers, and Regional Sales Managers - Review, research, and code all deductions for vendors - Investigate and dispute or approve short pays - Process returns/credit memos for orders when needed - Work directly and coordinate with accounting team to ensure business success in department - Provide excellent customer service to accounting department with timely approvals and provide back-up/approvals for accounting to then create credit memos - Assist Sales Managers, Account Managers, & Specialist -FDM Channel in annual customer business reviews - Receive, investigate, code, and track all deductions/department spending - Process returns, damages, and credits for vendors - Extract, analyze, and input data on web-based vendor portals (new item submission, promotions, price changes, deduction and charge inquiries, item changes, images, etc.) - Other duties as assigned Qualifications - Analytical Skills - Ability to use thinking and reasoning to solve a problem - Organized - Possessing the trait of being organized or following a systematic method of performing a task - Initiative - Ability to make decisions or take actions to problem solve or reach a goal - Communication, Oral and Written - Ability to communicate effectively with others using spoken and written word clearly and concisely - Working Under Pressure - Ability to complete assigned tasks under stressful situations - Detail Oriented - Ability to pay attention to the minute details of a project or task - Positive - Ability to view all situations with a positive attitude - Innovative - Ability to look beyond the standard solutions and "think outside the box." - Accountability - Ability to accept responsibility and accountability for your actions - Time Management - Ability to utilize the available time to organize and complete work within given deadlines - Accuracy - Ability to perform work accurately and thoroughly - Judgment - The ability to formulate a sound decision using the available information - Adaptability - Ability to adapt to change in the workplace - Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards - Interpersonal - Ability to work well with a variety of personalities, individuals, and opinions - Reliability - The trait of being dependable and trustworthy Requirements - Associates degree in Business, Science or related field or 1 to 2 years’ experience in related field or equivalent combination of education and experience - 1 to 2 years of related experience (consumer-packaged goods preferred) - Strong business writing skills - Ability to be flexible and work independently