Manager, Customer Service - Quincy, IL

Job Summary

Lead the collaboration process with the 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 the procedures established by customers and that they comply with the policies and processes of order taking, appointments, order delivery, resolution of problems in deliveries and all those that apply, through customer portals. Lead the process of differences in deliveries to customers that generate some type of OTIF charge. Management of the CPFR program with key customers, which is to generate a collaborative relationship with the customer to define sales forecasts aligned with the commercial strategies of the pet division, reflecting the forecasts in the planning of demand and the dispersion of the product in the distribution centers, in order to guarantee the fulfillment of deliveries and supply at the point of sale.

Key Working relations

Supply Planning, Demand Planning, Sales, QA, CD&D, Operations Direct Reports Customer Service analysts (x6)

Duties

• Lead the team that validates the information of the purchase orders and their codes to enter the order into the system and know the availability of the finished product.
• Manage the team that schedules deliveries according to dates agreed with the customer according to their needs in order to request documentation, invoicing, validating the authorization of the credit area, as well as the units for the delivery of the product or, where appropriate, guarantee the availability of the product in the plant so that the customer can pick it up directly.
• Visit or engage with customers in order to better gauge their service and quality concerns and needs gather, making proposals for improvement if necessary and getting to know their facilities.
• Supervise product deliveries in order to measure the level of service, by verifying product conditions, delivery times and follow-up 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 to inform the sales area of the status of purchase orders, delivery, service, fulfillment, rejections, credit notes in order to keep track of the operation and report to the corresponding areas.
• Guarantee open communication with the client to define the commercial strategy, triggering actions towards the areas involved in the company.
• Ensure the adequate supply for our customer by verifying the forecast, adjusting it according to variations such as promotions, seasonality and special purchases, in order to increase their product sales and brand positioning.
• Monitor the level of service provided to the chain by measuring the level of volume of product requested vs. delivered, knowing the tree of causes of non-supply and the risks to have visibility of deviations and generate plans for improvement action.
• Generate an elasticity forecast for the impact of the commercial strategies to be implemented, transmitting it to the customer's system to ensure that there is enough product to support incremental sales.
• Identify areas of opportunity in order to inform the commercial team by generating action plans to support Customer objectives.
• Support in the follow-up of deliveries with the customer service area in order to align the company's supply chain with that of each customer, identifying opportunities in deliveries and mitigating.

Qualifications:

• Bachelor's degree in Supply Chain, Business, Engineering
• 8-10 years of experience within Supply Chain
• Position requires sitting for prolonged periods of time and operating a keyboard.

Training:

• APICS / CSCP certification a plus

Skills:

• 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 order to expertly communicate 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 are a must.
• 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.

Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check. REF:113760BR

Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

The pay range for this position is expected to be between:

Benefits and Perks

Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:

• Physical wellness – medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable).
• Financial wellness – 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.
• Mental and social wellness – Employee Assistance Program (EAP), Employee Resource Groups (ERGs) and Colleague Giving Programs (ADM Cares).

Additional benefits include: Paid time off including paid holidays. Adoption assistance and paid maternity and parental leave. Tuition assistance. Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs. *Benefits may vary for bargained locations, confirm benefit eligibility with your recruiter.

#IncludingYou

Diversity, equity, inclusion and belonging are cornerstones of ADM’s efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments — environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together. We welcome everyone to apply. We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, language, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

About ADM

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.