Senior Manager Customer Care

Lindt & Sprüngli (Canada), Inc•Stratham, NH

5d•$131,000 - $167,000

About The Position

The Senior Manager Customer Care is Lindt & Sprüngli USA’s Supply Chain contact to the customer, supporting the Customer Service vision of protecting customers’ supply chain expectations through premium service, collaboration, and advocacy with internal and external partners. The role oversees the Customer Service and EDI teams, day-to-day order activity, compliance, and the Customer Solutions team working with key accounts and distributors. It partners with Sales, Planning, Warehousing, Transportation, and Finance to improve customer service, logistics, and compliance requirements. The position also coordinates Lindt & Sprüngli USA’s ability to meet customer route-to-market expectations and improves customer profitability through joint logistics initiatives. The role leads responses to customer expectations, optimizes the supply chain to customers’ shelves, leads customer supply chain initiatives, and is accountable for Lindt’s EDI network compliance. It includes managing team workflows and customer programs, resolving service and EDI issues, and developing initiatives to improve service, sales, and supply chain costs. The position requires 6–10 years of job-specific experience and a bachelor’s degree. Five or more years of leadership experience and a master’s degree in a related field are preferred. Travel is 5–10%. Compensation is listed as $131,000–$167,000, with a bonus and/or long-term incentive potentially included.

Requirements

6–10 years of job-specific experience.
Knowledge of the order-to-cash process within CPG.
Strong project management skills.
Demonstrated negotiation skills.
Supply chain cost modeling and analytical skills.
Ability to influence Sales and company P&L objectives through supply chain expertise.
Bachelor’s degree required.
Travel 5–10%.
Must be currently authorized to work in the United States on a full-time basis; the company will not sponsor work visas.
Must successfully pass a background screening and may be required to pass drug screenings.

Nice To Haves

Five or more years of leadership experience.
Planning, distribution, and transportation experience.
Master’s degree in a related field.

Responsibilities

Address chronic service-related opportunities with customers.
Manage vendor compliance programs, including identification, issue resolution, and dispute processes.
Support on-time and in-full launches for new product introductions, seasonal products, and shelf resets.
Oversee the Customer Service team’s daily order management responsibilities and KPIs.
Collaborate with customers and Sales to improve compliance with Lindt supply chain policies and logistics terms.
Reduce supply chain waste, including OS&D, reclamation, and returns.
Identify and implement joint productivity initiatives with customers to realize mutual savings and reduce spoils.
Manage customer logistics cost targets within Lindt’s cost to serve.
Lead cross-functional recommendations for Sales and customer route-to-market requests and program support.
Manage relationships and collaborative initiatives with strategic distributors.
Coordinate Customer Service and Solutions teams’ key account supply chain initiatives and responsibilities.
Explore new capabilities to improve sales and service and reduce supply chain costs to customers.
Manage the team’s daily EDI error resolution.
Manage customer EDI/ASN requests, setup, and compliance.