Senior Manager Customer Care

Lindt; Stratham (NH); On-site; USD 100,000 - 150,000; Full time

Job summary

Lindt & Sprüngli USA seeks a Senior Manager Customer Care to lead the Customer Service and EDI teams, overseeing day-to-day order activity, compliance and the Customer Solutions group with key accounts and distributors.

You will partner with Sales, Planning, Warehousing, Transportation and Finance to improve service, logistics and profitability, while ensuring Lindt’s route-to-market and cost-to-serve objectives are met across customers.

Qualifications

• 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.
• Strong project management, negotiation, and analytical skills.

Responsibilities

• Lead Response to Customer Expectations: address service opportunities with customers.
• Manage vendor compliance programs: identification, issue resolution and dispute process.
• Support on-time launches for new product introductions and shelf resets.
• Oversee daily order management and KPI tracking for Customer Service.
• Collaborate with customers and Sales to improve compliance with logistics terms.
• Optimize the supply chain to the customer’s shelf: reduce waste and spoilage.
• Identify joint productivity initiatives to realize mutual savings.
• Responsible for customer logistics cost targets within cost to serve.
• Lead cross-functional recommendations for Sales and route-to-market plans.
• Coordinate relationships with strategic distributors and key accounts.
• Drive continuous capability enhancements to improve sales and service.
• Ensure Lindt EDI network compliance: daily error resolution and ASN requests.

Skills

Project management

Negotiation

Cost modeling

Supply chain influence

Education

Bachelor's degree

Master’s degree

Job description

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%