Planner (Restaurant Ordering - ROP)

Martin Brower•Mississauga, ON

About The Position

The ROP Planner is primarily responsible for working with clients to ensure a continuous flow of communication with the restaurants in your portfolio and to manage the demand and the supply planning for these restaurants. This role involves providing direct support and communication to restaurants, managing customer relationships, responding to tickets and calls within assigned SLAs, and acting as the first line of contact for all restaurant order-related concerns. The planner will triage, assign, and close tickets, manage communication through various platforms, and support the onboarding of new restaurants, ownership changes, and closures. Additionally, the role requires monitoring the integration of restaurant orders into the operating system, troubleshooting order errors, processing adjustments, and managing shortage reports. The planner will also support Supply Chain and Operations during product shortages, focus on KPI improvement, and contribute to the continuous improvement of systems, tools, and processes.

Requirements

University Degree
Minimum 2 years’ Experience with a replenishment / forecasting process
Intermediate Microsoft Office – Candidates who have advanced Excel (Macro) is an asset
Proficient knowledge of demand and supply planning with practical system knowledge within JDE; JDA/ Manugistics; SAP; Oracle or similar is preferred
Excellent verbal and written communication skills
Strong team player
Customer relationship management
Ability to organize and prioritize workloads in a high-pressure environment
Ability to develop good cross functional, and collaborative working relationships
This position must pass a post-offer background check

Nice To Haves

Proficient knowledge of JDE, JDA, Cognos; Power BI – definite asset

Responsibilities

Provide direct support and communication to restaurants as needed
Manage customer relationships across a portfolio of restaurants
Respond to tickets and calls within assigned SLAs
First line of contact for all restaurant order related concerns
Triage, assign and close tickets.
Manage communication through Salesforce tickets, Finesse calls, ‘Message of the day’ and News Section posting in the MBSync Communication portal
Support the onboarding of new restaurants, ownership changes, and closures in all communication systems and tools (Sales Force / KOMPASS / MBSync)
Liaise with centralized routing to initiate any temporary routing assignments.
Provide proper communication and support to the restaurants regarding holiday closures, temporary closure, permanent closures, new openings, and Master Schedule Changes
Monitoring the integration of the restaurant orders into the operating system
Ensuring any system hard stops are addressed and removed allowing smooth processing to the next phase
Trouble shooting order errors and processing order adjustments
Invoicing as required
Completion of daily trials
Monitor shortage reports, process shortages in JDE & Communicate to impacted restaurants
Manage order adjustments in the JDE system (substitutions, order removals)
Process delivery adjustments and cart adjustments communicated through internal systems
Monitor and Process Restaurant Credits
Support Supply Chain and Operations during product shortages
Using data-based metrics from the KOMPASS system determine who might be a risk during a shortage, contact restaurants as required, and make appropriate arrangements via specials or add ons
Focus on KPI improvement
Identify improvements that can be made to specific restaurants/items
Provide expert analysis and advice to restaurants on how to best manage proposals and inputs (transfers, waste, inventory counts, safety stock)
Coordination and participation with Technical ROP Planners on regular check in calls
Active participation in cross functional promotional meetings with Supply Chain and ROP ensuring fluid communication and end to end support.
Work cross functionally with DC Operations, Field Service, Supply Chain, Centralized Routing to ensure top level service to our restaurants in all aspects (communication, product delivery, daily issue resolution, process improvement)
Run, Analyze and publish ROP/KOMPASS reports to various MB Business Units as requested
QA testing support for JDE / MBSync / KOMPASS connectivity
Assist in the training of new hires as needed
Contribute to the continuous improvement of systems, tools, and processes that support the collaboration and effectiveness of the National Supply Chain Team
Maintain training & user guides – escalating updates as recommended to team leads
Ensure the operations follow all Safe Food for Canadians Regulations (SFCR), Global Food Safety Initiative (GFSI) and Good Warehouse Practices (GWP)/Good Drivers Practices (GDP) for transport rules and regulations
Other projects or duties as assigned