Who We Are

Position Purpose:

The Customer Service Manager is accountable for compliance, processing, and fulfilment of our customer’s orders to maximize On Time, In Full service levels at the right cost. This is accomplished through effective leadership and development of the Customer Service and Customer Compliance Teams to ensure; our customers respect our policies and pricing, orders are processed timely and accurately, we exceed our customer’s service expectations. This role engages across Sales, Finance, and Supply Chain leadership to ensure we meet or exceed our internal targets and customer’s expectations.

This is a hybrid role that requires three days per week in our Stratham, NH corporate office.

Essential Job Functions & Responsibilities:

Leadership in Delivering Service at the Right Cost

• Accountable for team achievement and reporting of KPIs and goals related to service (On Time-In Full), order compliance, and cost to serve.
• Collaborates with Supply Chain peers to lead and execute strategic projects designed to improve customer service.
• Continuous improvement of order management processes and tools to improve accuracy, efficiency, and results that support the overall order to cash cycle.
• Executes change management within team to adapt to new requirements, goals, or responsibilities.
• Implement corrective actions addressing service failures which include holding all Supply Chain functions accountable for service related deliverables.

Logistic Deductions Management

• Accountable for Compliance team’s timely validation and processing of customers ROS&D and fines deductions.
• Continuous improvement of deductions processes and tools to reduce Days Deductions Outstanding (DDO) KPI.
• Identify and address deduction trends that highlight a gap with internal or external supply chain processes or practices.

Cross Functional Communication

• Accountable for team’s timely response to Sales, Brokers, and Customers inquiries on order updates and inventory availability.
• Provides Sales leadership weekly and monthly service reports and revenue projections.
• Monthly reporting to Finance leadership of deductions status, categories, and DDO.
• Responsible for project updates, escalation of service risks, and solutions to meet customer expectations.
• Accountable for Compliance team’s timely responses to Finance inquiries regarding customer deductions.

Team Development

• Formulates training and development plans to improve team member skills, performance, and customer satisfaction.
• Establishes team goals and accountable for team’s performance reviews.
• Provides coaching and support to team to achieve or exceed goals.
• Participates in industry peer group and researches best practices to enhance team performance

Qualifications & Requirements:

Experience:

• Minimum 5 years customer service experience
• 3-5 years ERP system experience (SAP preferred)

Skills & Knowledge:

• Proficient in Microsoft Office
• Must have solid written and verbal communication skills.
• Team management

Education:

• Bachelor’s degree; Supply Chain or Business Management preferred

Other Requirements:

• Excellent knowledge of logistics and order processing in a manufacturing environment.
• Knowledgeable of end to end order to cash processes.
• Provide leadership and coaching to others through example and sharing of knowledge and skills.

Total Rewards:

Compensation Range: $95,000 - $120,000 per year

To learn more about our benefits visit https://jobs.lindtusa.com/total-rewards

Lindt USA’s salary range reflects market rates based on our size, revenue, and location. Starting pay is determined using a wide range of factors including, but not limited to, job-related skills, knowledge, and experience as well as market conditions. A bonus and/or long-term incentive may be included as part of this compensation package.

Lindt and Sprüngli is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law. Applicants for this position must successfully pass a background screening and may be required to pass drug screenings as well.

If you are looking to join a winning team and fast-track your career, contact us!