Manager, Customer Supply Chain

6 months ago

Toronto, Canada Lindt & Sprungli Full time

Reporting to the Director, Customer Supply Chain & Operations, the Customer Supply Chain Manager will be responsible for the performance of the Customer Supply Chain team, with a particular focus on delivering outstanding service levels to external customers, whilst partnering closely with internal stakeholders. The role will lead, direct and support the efforts of a team of 5 Customer Supply Chain Analysts, who are responsible for the daily efficient, accurate and timely flow of our customer orders through our supply chain to our customers.

**Responsibilities**:

- Ensure the highest fill rate of orders by releasing and processing all customer orders in an accurate and timely manner and work with our 3PL and the transportation team to ensure orders are delivered on time
- Develop a strong Customer Supply Chain team who accurately and efficiently follow up on all stock shortages, order shipping status and customer specific requirements
- Measure customer adherence to policies such as order lead-time, minimum orders and shipping schedules, and takes appropriate action to remedy any issues
- Act as a backup CSR as required and during peak workload periods
- Manage deductions and identify solutions to reduce delivery service issues and non-compliance fees related to case fill and misses to on time delivery
- Set clear team objectives and expectations to align with the overall supply chain and business goals
- Proactively identify coaching and development needs of the team, and work with individuals to close any gaps
- Monitor the customer service group to ensure high quality communication with our customers
- Acts as the ‘voice of the customer’ within Supply Chain and build strong relationships with our customers
- Bridge communication between internal and external departments related to order fulfillment
- Lead financial period close activities for order management, and works closely with Finance
- Collaborate with Sales and Logistics Operations to seek opportunities to reduce logistics costs, without impacting service or quality
- Lead process improvement projects cross-functionally as required, particularly with IT and our 3PLs
- Develop a pipeline of continuous improvement initiatives to reduce non-value-added activity for the team
- Play a key role in Cost to Serve and works on projects to optimize how we ship to our customers and retail stores.

**Requirements**:

- Undergraduate degree in a relevant field and a minimum 2-5 years of experience in CPG Supply Chain
- A customer facing background with fast moving consumer goods is essential
- Specific experience in a food environment is a distinct asset
- Strong cross-functional collaboration, inside, and outside supply chain
- Proven strong judgment and decision-making ability
- Excellent problem-solving and demonstrated analytical skills
- Strong attention to detail
- Demonstrated success in effective interpersonal skills and enhanced team building
- Excellent communication skills, with fluency in English and French a distinct asset
- Demonstrated focus on continuous improvement in a customer centric environment
- Strong computer and software skills, experience and knowledge of ERP systems and EDI

Lindt & Sprüngli is recognized as a leader in the market for premium quality chocolate, offering a large selection of products in more than 120 countries around the world. During more than 170 years of Lindt & Sprüngli's existence, it has become known as one of the most innovative and creative companies making premium chocolate, with 12 production sites in Europe and the USA, and distribution and sales companies on four continents.
Lindt is committed to providing accommodations for people with disabilities. Accommodations are available upon request. Please contact our Human Resources department for more information. #CORPORATE #LI-LINDTCA #LI-Hybrid #LI-AR1

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