Manager Customer Service - Quincy, IL

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

Manager, Customer Service - Quincy, IL

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, 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

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, comprehend, and communicate, orally and in writing, in order to expertly communicate in person, by telephone and in written form.
• Expert problem-solving, critical thinking, and decision making abilities.
• Time management skills and the ability to multi-task.
• Strong computer skills, including information processing, communicating internally and externally via email, and using business systems such as Microsoft Office, Salesforce, and ERPs.
• Excellent verbal and written communication skills.
• Knowledge in marketing analytics, reporting, and leveraging account-based intent data
• Strong interpersonal skills are a must. Strong influencing and relationship-building skills.
• Proactive self-starter, demonstrating high initiative and critical thinking. Proven ability to think strategically, but with exceptional attention to detail in execution.
• Positive, can-do attitude, with the ability to prioritize numerous projects simultaneously
• Bias for action.

ADM requires the successful completion of a background check.

REF:113760BR