Customer Service Channel Manager

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 primary role of the Customer Service Channel Manager is to identify and implement joint value creation initiatives that improve customer service function, reduce shared supply chain cost, optimize inventory levels, and speed up cash collection. 

This role also ensures that the business value of the joint value creation initiatives is captured and considered as part of commercial joint business plans. The Customer Service Channel Manager helps drive customer loyalty and achievement of the company’s sales and revenue objectives by understanding customer priorities and delivering exceptional customer service.

This role reports up to the Customer Service Director and will manage Delivery for a channel of the business spanning multiple Customer accounts. works collaboratively with other cross functional teams within and outside the Supply Chain with a goal to deliver the best customer experience to customers in the channel. 
 

Main Responsibilities:

•    Primary point of escalation for process and prioritization issues within the channel
•    Provide leadership within Customer Service and the entire Supply Chain to drive cross-functional process improvements
•    Manager the daily processes and overall performance of Customer Service Analyst team
•    Elevate the skills of the team and the Customer Service department to provide optimal service to internal and external customers
•    Collaborate with cross functional teams by way of communication, information sharing and tools with Sales to make sure Customer Service and Sales share all appropriate information to satisfy day- to-day ordering, support promotional activities and service seasonal orders at a level that exceeds our customer’s expectations
 

The role is responsible for optimizing the Service Level and logistics performance (Case Fill, On Time to appointment and On Time to Original Requested Delivery Date) for end-to-end Order-to-Cash cycle for the accounts managed within the channel. 
Daily activities of the role include ensuring timely processing of orders while maximizing service and providing timely, accurate and appropriate communication to the customers, brokers, and sales team members. The Channel Manager is people responsible for continuously driving improvements in service, delivery performance, logistics efficiency, communication, and overall cost to serve our customers, within the channel.
Team Management
●    Monitor, manage and valuate performance of the Customer Service channel team
●    Organizing the activities across the channel and team with clear priorities
●    Provide directions and assure backup of people to ensure Order processing priorities are met
●    Ensure a balance of work among the team consisting of Supply Chain Analysts and Channel Lead reporting to the role
Order Processing
●    Control and process sales orders placed in SAP system
●    Manage quantitative limits of goods by customer (Allocation) to assure proper Order Fill Rate/Service Level across Channel
●    Assure proper priorities for orders/customers in case of stock shortages defined by planning teams
●    Assist customers and streamline order processing, improve customer logistics, provide visibility, and strive to provide excellent customer service across channel
Partnership with Transportation team and External Logistics Services Providers
●    Analyze and propose improvements with objective to optimize overall Cost-to-serve for key accounts
●    Partner with Logistics Services Providers to control On-Time realization of deliveries to clients and proper handling of returns
●    Provide all needed information related to customization of customer’s delivery requirements
●    Respect time windows of placing orders
●    Drop deliveries on time based on the CRAD defined in the sales order
●    Provide continuous/proactive feed-back to Sales/Customers/Brokers regarding sales order execution

Who we are looking for:

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