Manager Customer Service - Quincy, IL

Archer Daniels Midland • Quincy, IL

1d • Onsite

About The Position

This role involves leading the collaboration process with clients in the pet division, defining optimal logistics and planning processes, and managing the order entry process through customer portals. The position also focuses on resolving delivery issues, managing the CPFR program for collaborative forecasting, and ensuring timely order fulfillment and supply at the point of sale.

Requirements

• Bachelor's degree in Supply Chain, Business, or Engineering.
• 8-10 years of experience within Supply Chain.
• Ability to sit for prolonged periods of time and operate a keyboard.
• Understanding of the end-to-end S&OP and S&OE process.
• Functional experience in Demand, Supply and Inventory planning.
• Business and financial acumen.
• Knowledge of manufacturing process and target markets.
• Customer and business orientation.
• Ability to manage complex product portfolio.
• Capability to lead by putting the needs of team members first, fostering their personal and professional growth while achieving organizational goals.
• Positive attitude with a strong customer service orientation.
• Establish and maintain positive relationships with customers and ADM colleagues.
• Team-oriented with a willingness to collaborate in a fast-paced environment.
• Ability to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in person, by telephone and in written form.
• Expert problem-solving, critical thinking, and decision making abilities.
• Time management skills and the ability to multi-task.
• Strong computer skills, including information processing, communicating internally and externally via email, and using business systems such as Microsoft Office, Salesforce, and ERPs.
• Excellent verbal and written communication skills.
• Knowledge in marketing analytics, reporting, and leveraging account-based intent data.
• Strong interpersonal skills.
• Strong influencing and relationship-building skills.
• Proactive self-starter, demonstrating high initiative and critical thinking.
• Proven ability to think strategically, but with exceptional attention to detail in execution.
• Positive, can-do attitude, with the ability to prioritize numerous projects simultaneously.
• Bias for action.

Nice To Haves

• APICS / CSCP certification a plus.

Responsibilities

• Lead the collaboration process with different clients of the pet division.
• Meet with the commercial area to define optimal logistics and planning processes for customers.
• Lead the process of entering customer orders, based on customer procedures and company policies for order taking, appointments, order delivery, and problem resolution.
• Lead the process of managing differences in deliveries to customers that generate OTIF charges.
• Manage the CPFR program with key customers to align sales forecasts with commercial strategies, reflecting forecasts in demand planning and product dispersion to ensure fulfillment and supply.
• Lead the team that validates purchase order information and codes for system entry and finished product availability.
• Manage the team that schedules deliveries according to agreed dates and customer needs, including requesting documentation, invoicing, validating credit, and managing product availability or customer pickup.
• Visit or engage with customers to gauge service and quality concerns, make improvement proposals, and understand their facilities.
• Supervise product deliveries to measure service levels, verifying product conditions, delivery times, and coordinating with the transportation area.
• Manage the team to verify the creation of credit notes for AR control and ensure the product delivery process is executed as requested.
• Create visibility reports for the sales area on purchase orders, delivery, service, fulfillment, rejections, and credit notes.
• Guarantee open communication with the client to define commercial strategy and trigger actions with internal areas.
• Ensure adequate supply for customers by verifying and adjusting forecasts based on promotions, seasonality, and special purchases.
• Monitor the level of service provided to the chain by measuring product volume requested vs. delivered, identifying causes of non-supply and risks.
• Generate an elasticity forecast for the impact of commercial strategies and transmit it to the customer's system.
• Identify areas of opportunity to inform the commercial team and generate action plans to support customer objectives.
• Support the follow-up of deliveries with the customer service area to align the supply chain with customer needs, identifying opportunities and mitigating risks.

Benefits

• Competitive pay
• Medical/Rx, dental, vision
• On-site wellness center access or gym reimbursement (as applicable)
• Flexible spending accounts
• Health savings account
• 401(k) with matching contributions and cash balance plan
• Discounted employee stock purchasing program
• Life insurance
• Disability
• Workers’ compensation
• Legal assistance
• Identity theft protection
• Employee Assistance Program (EAP)
• Employee Resource Groups (ERGs)
• Colleague Giving Programs (ADM Cares)
• Paid time off
• Paid holidays
• Adoption assistance
• Paid maternity and parental leave
• Tuition assistance
• Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager