Customer Service Delivery & Operations Manager

ADM; Quincy (IL); On-site; USD 85,000 - 105,000; Full time

Job summary

ADM in Quincy, IL seeks a Manager, Customer Service to lead the order entry, delivery planning and customer-facing processes for the pet division. You will drive OTIF delivery performance, CPFR collaboration with key customers, and ensure alignment of forecasts with demand planning and logistics.

The role demands strong leadership, extensive experience in supply chain, and a proactive approach to improve service levels, communication, and cross-functional coordination with sales, QA, CD&D and

Qualifications

• Bachelor's degree in Supply Chain, Business, or Engineering.
• 8-10 years of experience within Supply Chain.
• Position requires sitting for prolonged periods of time and operating a keyboard.
• Training: APICS / CSCP certification a plus

Responsibilities

• 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 and coordinates invoicing, credit approvals, and product pick-up or delivery.
• Visit or engage with customers to gauge service and quality needs and propose improvements.
• Supervise product deliveries to measure service level and coordinate with transportation.
• Manage the team to verify creation of credit notes for AR control and ensure delivery as requested.
• Create visibility reports for sales on PO, delivery, service, and credits.
• Guarantee open communication with the client to define the commercial strategy and actions.
• Ensure adequate supply by forecasting adjustments for promotions, seasonality and special purchases.
• Monitor service levels and identify deviation risks with corrective plans.
• Generate elasticity forecasts and transmit to customer systems to support incremental sales.
• Identify opportunities and inform commercial teams with action plans.
• Support delivery follow-up to align supply chain with each customer.

Skills

S&OP process

Demand planning

Customer service

Team leadership

Communication

ERP systems

Relationship building

Education

Bachelor's degree in Supply Chain, Business, Engineering

Tools

Salesforce

ERP systems

Microsoft Office

Job description

ADM in Quincy, IL seeks a Manager, Customer Service to lead the order entry, delivery planning and customer-facing processes for the pet division. You will drive OTIF delivery performance, CPFR collaboration with key customers, and ensure alignment of forecasts with demand planning and logistics.

The role demands strong leadership, extensive experience in supply chain, and a proactive approach to improve service levels, communication, and cross-functional coordination with sales, QA, CD&D and