Customer Collaboration Lead / CPFR

ICONMA; Puslinch; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A Food Product Manufacturer is seeking a Customer Collaboration Lead based in Puslinch, ON for a hybrid role. This position focuses on enhancing customer satisfaction by utilizing best practices in supply chain management, improving forecast accuracy, and driving collaborative processes. The ideal candidate will have a Bachelor’s degree and relevant experience in supply chain operations. Competitive health benefits and growth opportunities are offered in this dynamic environment.

Benefits

Health Benefits

Referral Program

Excellent growth and advancement opportunities

Qualifications

• 1-3 years of experience in supply and/or supply chain operations with customer facing experience.
• Proficient in Microsoft Office, especially Excel.
• Advanced technical skills in SAP, Power BI, Tableau.

Responsibilities

• Make recommendations to eliminate out of stocks and maximize fill rates.
• Lead customer centricity through weekly meetings.
• Drive improved order forecast accuracy and case fill.

Skills

Interpersonal skills

Order management

Data reporting

Supply chain operations

Education

Bachelor degree in Supply Chain, Logistics, Business or related field

Tools

SAP

Microsoft Excel

Tableau

Power BI

Job description

Our Client, a Food Product Manufacturer company, is looking for a Customer Collaboration Lead / CPFR for their Puslinch, ON/Hybrid location.

Responsibilities

• Utilizing VMI/CPFR best practices to make recommendations to customer to eliminate out of stocks and maximize fill rates.
• Improve quality of customer orders through order suggestions to customer, highlighting overstocks, MOQ and lead time adherence.
• Ensure we deliver key metrics for inventory, service level and store in stocks.
• Lead Customer Centricity via weekly meetings with our customers.
• Serve as the point of contact for all assigned customers, exercising superior interpersonal skills inclusive of listening, empathy and persistence with regards to the customer relationship to achieve excellence in customer satisfaction.
• Responsible for supporting critical decisions and providing recommendations impacting both the customer and Royal Canin finished goods inventory. Working directly with customer contacts to balance maximizing in‑stock goals while minimizing inventory levels within both Royal Canin Canada and the customer’s supply chain network.
• Drive improved order forecast accuracy and case fill, through analysis of customer data such as POS consumption and inventory vs. order projections. Using order projections and forecasts to influence truck plan and allocation of number of trucks per customer.
• Makes daily decisions on how much inventory to ship to meet customer demands. Perform weekly analysis of sales trends to determine appropriate forecast adjustments needed to ensure accuracy in order planning.
• Advocating for same with Integrated Planning.
• Support Perfect Order continuous improvement through adherence to MOQs, reducing LCC’s and other related root causes.
• Lead collaborative supply chain process to improve efficiencies and drive costs out of the replenishment process.
• Work with 3PL warehouses to represent Royal Canin and ensure the highest quality of service to our customer.
• Responsible for communicating logistics situations that are customer impacting to all stakeholders.
• Responsible for Vendor Compliance Programs adherence and minimizing costs related to Fill Rates, Logistics and Load Quality where applicable. Align and aim for improvements with the assigned metrics and compliance programs and drive continuous improvement on performance against goals. Identify potential risks and opportunities for improvements.
• Collaborate with other departments to drive proactive solutions and escalations to potential order conflicts such as delivery, shipping delays and out of stock situations.
• Specifically with sales, supply & demand planning to effectively communicate risks to customer orders and pipeline demand against forecast / production quantities to proactively identify potential shortages that impact customer fulfillment. While providing timely responses and communication to the customer.
• Manage item life cycle to maximize sales on new items and reduce unsaleables on discontinued items.
• Working with Sales, acts as the lead for Supply Chain for innovation pipelines (product launches, discontinuations & packaging changes), including quantification & data requirements, load‑in and transition timing, and accurate data addition of items to published reports.
• Display agility and resourcefulness in the face of change to delivery business objectives while meeting applicable deadlines and providing outstanding customer service to both internal and external customers.
• Become the functional expert for assigned accounts, order management processes and procedures.
• Support all training as needed.
• Work on a variety of assigned special projects, as required.
• Actively participate in Associate Engagement by achieving performance goals with respect to company requirements, and contribute to the company’s culture through participation.
• Attend and actively participate in team meetings, individual 1:1’s and performance meetings.
• Understand, track, and report KPI’s (Forecast Accuracy, Bias, CFR, etc.) to stakeholders as necessary.
• Business Process Owner on at least one project that will improve supply chain capabilities, reduce work, and maximize inventory mix at the customer level.

Requirements

• Bachelor degree, preferably in Supply Chain, Logistics, Business or related field.
• 1‑3 years of business experience in supply and/or supply chain operations including customer facing experience.
• Proficient with Microsoft Office, including Excel skills.
• Understanding of systems, including SAP or similar and Data Reporting (Tableau, SAP, Power BI, BW, etc.).
• 3‑5 years of business experience in supply and/or supply chain operations including customer facing experience.
• Advanced technical skills: SAP, Microsoft Excel, Tableau, Smartsheet, Power BI, etc.

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.