Account Lead, Customer Logistics
4 weeks ago
Smucker Foods of Canada Corp. is a subsidiary of The J.M. Smucker Company. For more than 120 years, The J.M. Smucker Company has brought families together to share memorable meals and moments. Guided by a vision to engage, delight, and inspire consumers through trusted food and beverage brands that bring joy throughout their lives, Smucker has grown to be a well-respected North American marketer and manufacturer with a balanced portfolio of leading and emerging, on-trend brands. In consumer foods and beverages, its brands include
_Smucker's_®,
_Folgers_®,
_Jif_®,
_Dunkin’ Donuts_®,
_Crisco_®,
_Café Bustelo_®,
_R.W. Knudsen Family_®,
_Sahale Snacks®, Smucker's_®
_Uncrustables_®,
_Robin Hood_®, and
_ Bick’s_®. In pet food and pet snacks, its brands include
_Rachael Ray_®
_Nutrish®, Meow Mix®, Milk-Bone®, Kibbles 'n Bits®, Natural Balance®, _and
_Nature’s Recipe®_. The Company remains rooted in the
_Basic Beliefs_ of
_Quality, People, Ethics, Growth,_ and
_Independence_ established by its founder and namesake more than a century ago. For more information about our Company, visit
WHY SMUCKER
_?_
In today’s ever-changing CPG industry, The J.M. Smucker Co provides a unique culture of passionate, proud individuals who are motivated to collaborate with one another internally, but still be competitive externally. Our warm, welcoming culture, thrives on bringing families together to share memorable meals and moments.
Our hybrid work model allows for an effective balance for all employees. Our facilities provide a sense of community where people will be proud to gather, work, and learn from one another.
JOB TITLE
Account Lead, Customer Logistics - 12 month contract (Hybrid Work Model)
REPORTS TO
Director, Customer Replenishment
LOCATION
Markham, Ontario
As part of the Customer Replenishment team in Supply Chain, you will be managing a key account group and will lead a team of Customer Logistics Representatives in providing timely and accurate processing of orders and deduction. You will be the first point of contact for the team on escalations pertaining to orders and deductions and will have responsibilities for leading customer logistics projects and initiatives. The incumbent would have daily interaction with customers, brokers, sales, supply chain, distribution and logistics. All of the above while striving to improve efficiency, reduce and control costs.
ESSENTIAL JOB FUNCTIONS SUMMARY
- Communicate with internal and external stakeholders.
- Lead daily customer logistics activities of account team (3+ customers, 2-4 direct reports):
- Responsible for training, monitoring, coaching, & performance evaluations for team
- Maintain Customer Logistics shared drive including SOP and training manuals
- Monitor delegated tasks to ensure progress to deadlines
- Provide back up support to other team members as required
- Work with team to ensure proactive communication with customers (out of stock situations, holiday schedule, off-site events)
- Order Management & Escalations:
- Responsible for managing orders and deductions for key account group
- Review Open Orders report & Potential Cuts report with team for order compliance. Ensure timely and accurate order release. Work with team to maximize Fill Rate & OTD
- Assist team in resolving price mismatches and order holds. Release pricing order holds as required.
- Review and release sample order holds.
- Act as first point of escalation for the team to resolve order and deduction issues and facilitate solutions
- Deductions & Penalties:
- Monitor team open deductions amounts weekly.
- Review back up documents for returns and credit/debit memos > $10K
- Timely follow up with Sales, Brokers & customers on unauthorized non-trade deductions
- Monthly reporting of escalated unauthorized non-trade deductions status (amount, actions to date, next steps, roles & responsibilities)
- Lead Customer Policy Manual reviews with all cross-functional departments, summarizing areas of concern vs. current JMS practices.
- Scorecard Management & Continuous Improvement:
- Achieve desired Order, Deductions and Accounts Receivable targets through working closely with team, cross-functional Supply Chain teams, Sales, Finance, Brokers and Customers
- Review /validate customer scorecard with team (explain gaps and plan of action)
- Proactively address and provide feedback on continuous improvement opportunities and process enhancements to Director, Customer Replenishment
- Work with team to identify root cause and fix issues on the front end
- Address order accuracy versus customer PO (lead times, price, deals).
- Perform analysis on target customers to improve customer performance metrics (on-time delivery, case fill rate)
- Supply customer specific reports and analysis as needed
- Work on special projects as required
QUALIFICATIONS
- University degree or equivalent
- 2 - 5 years Customer Service experience
- Ability to lead and coach
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