We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea.

Learn more: jti.com

Department: Supply Chain & Logistics

Location: Raleigh, North Carolina

Reporting to: Sales Director USA

Role: Permanent

Customer Service, Logistics & Demand Planning Manager

About the Role
The primary purpose of this position is to manage the customer service and last mile logistics
operations, to ensure customer orders are processed and delivered accurately and efficiently in a professional manner without delay and/or interruption. As the first line of JT International’s working relationship with customers and last mile logistics partners, the Customer Service operation is responsible for ensuring that a strong rapport and professional relationship is maintained with all customers and key suppliers, with a focus on our strategic last mile shipping partners. Oversee Demand Planners and partner with sales, marketing, and finance departments to establish effective & efficient demand planning processes and forecast modeling. Partner & liaise with factories (internal and third party) and relevant JTI group functions across all three product categories.

What you will do

• Manage all aspects of the customer service function and the role of the Customer Service Associates to ensure the correct input of orders, the timely shipping and delivery of RMC, & RRP products from each JTI USA warehouse locations.

• Manage the role of the Demand Planners to ensure timely and accurate communication of rolling demand plans to the respective factories to maintain a balanced inventory adequate to meet JTI USA current and future sales needs.
• Work with Customer Care Lead to ensure any issues highlighted by end users are dealt with effectively and in a timely fashion.
• Identify issues, resolve problems and recommend & implement process improvements to ensure consistent, high-quality service to customers is maintained and opportunities for efficiencies are pursued.
• Collaborate with USA Warehouse Manager, and 3rd party logistics providers to ensure delivery details are properly maintained and communicated.
• Resolve invoicing & delivery issues (i.e., discrepancies, variances, late/incorrect deliveries) by working cooperatively with other internal departments including Finance, Accounting, IT and Sales Dept as well as external logistics partners (e.g. Old Dominion, GXO)
• Recruit, motivate and guide the professional development of the team reporting directly and indirectly to the incumbent.

Who We Are Looking For
A dynamic, passionate, and result-oriented person, with:

• BA/BS Degree required
• 5-7 years’ experience of working in Customer Service/ Logistics function of National or International company. Experience in FMCG or pharmaceutical industries is strongly preferred
• Proficiency in English with excellent written and oral communication skills
• Proficient knowledge of computers and database software. Knowledge & Experience of SAP Required including O2C / IM / APO. MS Excel & MS Word experience required
• In-depth knowledge of forecasting & logistics and distribution & warehousing management. Supply chain process knowledge
• Strong People Management experience
• Good problem solving and negotiation skills Focus on high results. Constant striving for maximum accuracy

What We Offer
In JTI USA, we are proud to be recognized as Top Employer and awarded the Global Equality Standards certificate as we continue our dedication to equal pay and equal opportunities.

Our culture is what makes JTI USA a fun and exciting environment to work in. We value integrity, trust, empowerment, and freedom - freedom of choice, freedom of thought, freedom of expression, and freedom to be yourself.

We ask for accountability, ownership, results, and collaboration.

And we care for our people's well-being - In addition to the salary, you might want to enjoy the following:

• Annual Performance based Bonus
• Employee Stock Purchase Plan
• Personal Development
• Medical/ Dental & Vision Plan for employee & family members.
• Life insurance
• Matching 401(K)
• Paid Time Off (PTO)
• Paid Family Leave of 20 Weeks
• Short-Term & Long-Term Disability
• Education/ Tuition Assistance
• Flexible Dress Code
• Hybrid Work Setup
• Snacks & Drinks
• Office Parties
• Volunteering Activities
• Employee Assistance Program - counseling, for employees & family members.

In addition to other perks & benefits (i.e. fitness/ wellbeing activities, employee discounts, service awards, recognition program, etc.)

Thank you very much for your interest in the role. You are welcome to apply!