Senior Manager Customer Care

Lindt & Sprüngli (Canada), Inc; Stratham (NH); On-site; USD 131,000 - 167,000; Full time

Benefits offered by this job

Bonus / long-term incentive

Job summary

Lindt USA seeks a Senior Manager Customer Care to lead the customer service and EDI teams, collaborating with Sales, Planning, Warehousing, Transportation and Finance to elevate service and ensure policy compliance.

The role drives cross-functional leadership, supply chain optimization, and cost-to-serve improvements, with travel 5-10% and the potential for a performance bonus in the compensation package.

Qualifications

• 6-10 years job-specific experience
• 5+ years of leadership experience preferred
• Knowledgeable of the order to cash process within CPG
• Planning, distribution, and transportation experience a plus

Responsibilities

• Lead response to customer expectations and manage vendor compliance.
• Oversee daily order management and KPIs; support launches.
• Identify joint productivity initiatives to reduce spoil and waste; improve service.
• Coordinate cross-functional supply chain initiatives with Sales and distributors.
• Manage Lindt EDI network compliance and daily error resolution.

Skills

Project Management

Negotiation

Cost Modeling

Supply Chain Influence

Education

Bachelor’s degree

Master’s degree

Job description

Who We Are

At Lindt, we are a global fast-growing consumer goods company, enchanting the world with premium chocolate. We are driven by our passion for excellence and go the extra mile ensuring that every Lindt experience is nothing short of exceptional. Our collective efforts are geared towards making a positive impact, not only in the world of premium chocolate but also in the lives of our employees, customers, and communities. Our company embraces a culture defined by the core values of Excellence, Innovation, Entrepreneurship, Responsibility, and Collaboration, fostering a dynamic and collaborative environment where these principles drive our success.

Position Purpose:

The Senior Manager Customer Care is Lindt & Sprüngli USA’s Supply Chain contact to the customer. Supporting our Customer Service vision to be the custodian of our Customer’s supply chain expectations by providing premium service, collaboration and advocating their needs with our valued partners both internally and externally. This includes overseeing the Customer Service and EDI teams; managing the day-to-day order activity, compliance and the Customer Solutions team working with our key accounts and distributors. This role will partner with Sales, Planning, Warehousing, Transportation and Finance teams to improve our customers’ service, logistic and compliance requirements.The role is also responsible coordinating Lindt & Sprüngli USA’s ability to meet customer’s route to market expectations as well as improving customer profitability through joint logistic initiatives.

Essential Job Functions & Responsibilities:

Lead Response to Customer Expectations

• Address chronic service related opportunities with Customers.
• Manage Vendor Compliance Programs (identification, issue resolution and dispute process).
• Support on time and in full launch for new product introductions, seasonal and shelf resets.
• Oversee Customer Service team’s daily order management responsibilities and KPIs.
• Collaborate with customers and Sales to improve compliance toward Lindt supply chain policies and logistics terms

Optimize the Supply Chain to the Customer’s Shelf

• Reduce waste in the supply chain (i.e. OS&D, reclamation, returns, etc.)
• Identify and implement joint productivity initiatives with Customers to realize mutual saving and reduce spoils.
• Responsible for customer logistic cost targets within Lindt’s cost to serve.

Lead Customer Supply Chain Initiatives

• Lead cross functional recommendations for Sales and Customer route to market requests and program support.
• Accountable for relationships and collaborative initiatives with strategic distributors.
• Coordinate Customer Service and Solutions teams’ key account supply chain initiatives and responsibilities.
• Continuously explore new capabilities to improve sales, service, and reduce supply chain costs to our customers.

Accountable for Lindt EDI Network Compliance

• Manage team EDI daily error resolution.
• Manage customer EDI/ASN requests, set up, and compliance.

Qualifications & Requirements:

Experience:

• 6-10 years job specific experience required
• 5+ years of leadership experience preferred
• Knowledgeable of the order to cash process within CPG
• Planning, distribution, and transportation experience a plus

Skills & Knowledge:

• Strong Project Management skills
• Demonstrated negotiation skills
• Supply chain cost modeling and analytical skills
• Supply chain influence to Sales and company P&L objectives

Education:

• Bachelor’s degree required
• Master’s degree in related field preferred

Other Requirements:

• Travel 5-10%

Total Rewards:

Compensation Range: $131,000.00-167,000.00

_ Applicants for this position must be currently authorized to work in the United States on a full-time basis. The company will not sponsor applicants for this positionfor work visas. _

Lindt USA’s salary range reflects market rates based on our size, revenue, and location. Starting pay is determined using a wide range of factors including, but not limited to, job-related skills, knowledge, and experience as well as market conditions. A bonus and/or long-term incentive may be included as part of this compensation package.

Lindt and Sprüngli is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law. Applicants for this position must successfully pass a background screening and may be required to pass drug screenings as well.