Manager Customer Service - Quincy, IL

Job Description Manager, Customer Service - Quincy, ILJob 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 increase their product sales and brand positioning

Monitor the level of service provided to the chain by measuring the level of volume of product requested vs. delivered, knowing the tree of causes of non-supply and the risks to have visibility of deviations and generate plans for improvement action.

Generate an elasticity forecast for the impact of the commercial strategies to be implemented, transmitting it to the customer's system to ensure that there is enough product to support incremental sales

Identify areas of opportunity in order to inform the commercial team  by generating action plans to support Customer objectives

Support in the follow-up of deliveries with the customer service area in order to align the company's supply chain with that of each customer, identifying opportunities in deliveries and mitigating

Qualifications:

Bachelor's degree in Supply Chain, Business, Engineering8-10 years of experience within Supply Chain Position requires sitting for prolonged periods of time and operating a keyboard.

Training: APICS / CSCP certification a plus

Skills:

Understanding of the end-to-end S&OP and S&OE process

Functional experience in Demand, Supply and Inventory planning

Business and financial acumen

Knowledge of manufacturing process and target markets

Customer and business orientation

Ability to manage complex product portfolio

Capability to lead by putting the needs of team members first, fostering their personal and professional growth while achieving organizational goals.

Positive attitude with a strong customer service orientation.

Establish and maintain positive relationships with customers and ADM colleagues.

Team-oriented with a willingness to collaborate in a fast-paced environment.

Ability to hear and speak clearly; read,…