Customer Logistics Lead

Job Location: ​Parsippany​

Company description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767  dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

About the Role:

The Customer Logistics Lead is responsible for helping maintain customer relationships, serving as the first escalation point for service issues, and running analytics for day-to-day operations. This role is responsible for training and coaching a team of Customer Logistics Analysts in customer logistics tools and etiquette. The Customer Logistics Lead helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer logistics.

About the Role:
The Customer Logistics Lead role is key to Customer Logistics Execution and typically has a 60:40 split between managing day-to-day operations and processing orders. The position holds responsibility to ensure right skills and resources are available to deliver the monthly channel volume and in planning daily operations as well as supporting team in processing orders. The role is also central to ensuring right communication to all Cross functional stakeholders in the Order-to-Cash transaction process. 
 

Main Responsibilities:

The Customer Logistics Lead is responsible for maintaining a positive relationship with our customers by answering questions, solving problems and addressing / escalating issues as needed. This position is also responsible for managing the Order-to-Cash cycle from efficient order receipt to on-time delivery using SAP Order Management, Microsoft Excel, and various proprietary systems. The ideal candidate will be able to anticipate potential issues and facilitate their resolution. This will require strong communication skills to gather and disseminate pertinent information both within and outside of the organization.
Guide Customer Logistics Analysts to drive delivery of exceptional customer logistics, specifically:
●    Coach and motivate Customer Logistics Analysts to meet KPI targets.
●    Identify and implement ways to increase overall team performance and efficiency.
●    Ensure the team has the knowledge and skills to meet customer expectations.
●    Collaborate with peer Customer Logistics Team Leaders to ensure alignment on best practices.

Assist in developing and maintaining strong, collaborative customer relationships, specifically:
●    Ensure customer orders are correctly processed, including invoices, pricing, shipping, and deliveries.
●    Manage escalated customer logistics issues, including coordinating when necessary, with the appropriate individual or functions.
●    Monitor and manage customer KPIs and scorecards and develop service improvement plans for KPIs that fall below designated thresholds.

Analyze customer logistics issues and drive service-level improvements, specifically:
●    Collect and analyze customer feedback to identify and root cause customer logistics issues.
●    Execute service improvement plans to better meet customer requirements.
●    Communicate regularly with internal stakeholders to drive implementation of service improvements.

Drive change and continuous improvement throughout the customer logistics organization, specifically:
●    Be a positive force for change and inspire others to change.
●    Recommend and develop process and system improvements and communicate recommendations to the Customer Logistics Manager.
●    Understand company objectives and take action to drive achievement of those objectives.

Exemplify and drive adherence to quality, safety, and compliance standards, specifically:
●    Model adherence to quality, compliance and/or safety requirements, and monitor the team’s adherence to these standards.
●    Complete all quality, safety, and compliance training within defined deadlines, and motivate others to do so.
●    Report any quality, safety, or compliance incidents to the appropriate individuals, and take immediate corrective action.
 

Who we are looking for:

This role requires a bachelor’s degree in Supply Chain Management, Logistics, Business Administration, Engineering, or a related field.

This role requires three to five years’ experience in customer logistics and/or order management and one to two years’ prior supervisory/managerial experience, preferably in the Fast-Mov