Supply Chain Customer Service Manager

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 Customer Service Manager is accountable for compliance, processing, and fulfilment of our customer's orders to maximize On Time, In Full service levels at the right cost. This is accomplished through effective leadership and development of the Customer Service and Customer Compliance Teams to ensure; our customers respect our policies and pricing, orders are processed timely and accurately, we exceed our customer's service expectations. This role engages across Sales, Finance, and Supply Chain leadership to ensure we meet or exceed our internal targets and customer's expectations.

This is a hybrid role that requires three days per week in our Stratham, NH corporate office.

Essential Job Functions & Responsibilities:

Leadership in Delivering Service at the Right Cost

• Accountable for team achievement and reporting of KPIs and goals related to service (On Time-In Full), order compliance, and cost to serve.

• Collaborates with Supply Chain peers to lead and execute strategic projects designed to improve customer service.

• Continuous improvement of order management processes and tools to improve accuracy, efficiency, and results that support the overall order to cash cycle.

• Executes change management within team to adapt to new requirements, goals, or responsibilities.

• Implement corrective actions addressing service failures which include holding all Supply Chain functions accountable for service related deliverables.

Logistic Deductions Management

• Accountable for Compliance team's timely validation and processing of customers ROS&D and fines deductions.

• Continuous improvement of deductions processes and tools to reduce Days Deductions Outstanding (DDO) KPI.

• Identify and address deduction trends that highlight a gap with internal or external supply chain processes or practices.

Cross Functional Communication

• Accountable for team's timely response to Sales, Brokers, and Customers inquiries on order updates and inventory availability.

• Provides Sales leadership weekly and monthly service reports and revenue projections.

• Monthly reporting to Finance leadership of deductions status, categories, and DDO.

• Responsible for project updates, escalation of service risks, and solutions to meet customer expectations.

• Accountable for Compliance team's timely responses to Finance inquiries regarding customer deductions.

Team Development

• Formulates training and development plans to improve team member skills, performance, and customer satisfaction.

• Establishes team goals and accountable for team's performance reviews.

• Provides coaching and support to team to achieve or exceed goals.

• Participates in industry peer group and researches best practices to enhance team performance