Senior Manager Customer Care

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

Job summary

Lindt & Sprüngli USA Inc. in Stratham, NH is seeking a Senior Manager Customer Care to lead the Customer Service and EDI teams, align with Sales, Planning, Warehousing, Transportation and Finance, and drive improvements in service, cost, and compliance.

You will own day-to-day order activity, supplier and distributor relations, and cross-functional initiatives to optimize the supply chain for customers while fostering a data-driven culture and ensuring on-time, in-full performance.

Qualifications

• 6-10 years of job-specific experience; 5+ years of leadership experience preferred.
• Knowledge of order-to-cash processes within CPG, planning, distribution, and transportation is a plus.
• Strong project management skills and negotiation abilities.
• Supply chain cost modeling and analytical capabilities.
• Supply chain influence on Sales and P&L objectives.

Responsibilities

• Lead Customer Care and EDI teams; oversee day-to-day order activity and KPIs.
• Collaborate with Sales, Planning, Warehousing, Transportation and Finance to improve service and compliance.
• Manage vendor compliance programs and drive joint productivity initiatives with customers.
• Coordinate customer service and solutions teams’ key account supply chain initiatives.

Skills

Leadership experience

Project management

Negotiation skills

Analytical skills

Order to cash knowledge

Supply chain cost modeling

Education

Bachelor's degree

Master’s degree preferred

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 position for work visas.

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.

Join us on our journey of excellence, impact, and growth #LifeAtLindt

Looking to grow your career in a dynamic, international setting? Join the Lindt & Sprüngli Group! Together, we thrive to achieve our bold ambitions, powered by our purpose and unique culture of community and mutual support - rooted in a proud tradition, yet always evolving to stay ahead and set new standards. Across our diverse local teams, we think globally and act locally - empowering people to grow, take ownership and shape a sustainable future together.

We are a responsible 'employer of choice' who provides an inspiring people experience. Together, we build trust, drive innovation, and grow - as individuals and as a business.

Lindt & Sprüngli has been enchanting the world with chocolate for over 180 years. The long-established Swiss company with its roots in Zurich is a global leader in the premium chocolate category. Lindt & Sprüngli produces quality chocolates today at its 12 factories in Europe and the USA. Its products are sold by 41 subsidiaries and branch offices in around 620 of its own stores as well as via a network of around 100 distributors around the globe. With around 15,500 employees, the Lindt & Sprüngli Group reported sales of CHF 5.92 billion in 2025. Our commitment to contributing to a sustainable tomorrow is a key element driving the company’s actions and ambitions. Since 2008, the Lindt & Sprüngli Farming Program has been our Responsible Sourcing Standard for cocoa.