Manager Customer Service - Quincy, IL

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Manager Customer Service - Quincy, IL####

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** Job Description
**** Manager, Customer Service - Quincy, IL
**** Job Summary
** Lead the collaboration process with the different clients of the pet division. Meet with the commercial area to define optimal logistics and planning processes for customers. Lead the process of entering customer orders, based on the procedures established by customers and that they comply with the policies and processes of order taking, appointments, order delivery, resolution of problems in deliveries and all those that apply, through customer portals.

Lead the process of differences in deliveries to customers that generate some type of OTIF charge. Management of the CPFR program with key customers, which is to generate a collaborative relationship with the customer to define sales forecasts aligned with the commercial strategies of the pet division, reflecting the forecasts in the planning of demand and the dispersion of the product in the distribution centers, in order to guarantee the fulfillment of deliveries and supply at the point of sale.
** Key Working relations
** Supply Planning, Demand Planning, Sales, QA, CD&D, Operations
** Direct Reports
** Customer Service analysts (x6)
** Duties
* ** Lead the team that validates the information of the purchase orders and their codes to enter the order into the system and know the availability of the finished product.
* Manage the team that schedules deliveries according to dates agreed with the customer according to their needs in order to request documentation, invoicing, validating the authorization of the credit area, as well as the units for the delivery of the product or, where appropriate, guarantee the availability of the product in the plant so that the customer can pick it up directly
* Visit or engage with customers in order to better gauge their service and quality concerns and needs gather, making proposals for improvement if necessary and getting to know their facilities,
* Supervise product deliveries in order to measure the level of service, by verifying product conditions, delivery times and follow-up with the transportation area.
* Manage the team to verify the creation of credit notes for AR control and ensure the product delivery process is executed as requested.
* Create visibility reports to inform the sales area of the status of purchase orders, delivery, service, fulfillment, rejections, credit notes in order to keep track of the operation and report to the corresponding areas.
* Guarantee open communication with the client to define the commercial strategy, triggering actions towards the areas involved in the company
* Ensure the adequate supply for our customer by verifying the forecast, adjusting it according to variations such as promotions, seasonality and special purchases, in order to…