Customer Experience Manager

at  Refresco

MAKE A DIFFERENCE IN YOUR CAREER!

Our vision is both simple and ambitious: to put our drinks on every table.
We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.
Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative. We seek out new challenges and conquer them. This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.
Stop and think: how would YOU put our drinks on every table?

POSITION DESCRIPTION

The Customer Supply Chain Manager is responsible for developing and improving Customer Service relationships with Refresco customers, through the direct supervision of Customer Supply Chain Specialists. They will ensure that the right products are in the right place at the right time, in effort for Refresco to meet our customers’ expectations. The Customer Supply Chain Manager is expected to build effective relations with internal and external customers within the Commercial Teams and to drive continuous process improvement within the Customer Experience function.

Education and Experience:

• Bachelor’s degree in business or related field
• Five (5) years’ experience in a Customer Service manufacturing environment strongly preferred
• Consumer Package Goods Industry experience and knowledge desirable
• SAP, Power BI proficient
• Six Sigma certification highly desirable
• Solid work experience in fast pace environments
• Experience working well under pressure, with ambiguity, and meeting deadline

Required Skills and Competencies:

• Professional, polished, engaging professional with the ability to network and influence
• Customer centric mindset
• Strong leadership skills with the ability to develop and motivate a team and lead by example
• Servant leadership mindset, empathic, manage by influence and have a high level of integrity
• Polished interpersonal and communication skills, both verbal and written
• Organized, ability to multi-task, strong follow through and action oriented
• Ability to deal with ambiguity, adapt quickly to change and pivot quickly
• Ability to decipher priorities and use resources wisely
• Analytical and critical thinking skills, ability to think outside the box while ensuring Refresco’s best interest is priority
• Continuous improvement mindset, challenging status quo and seeking opportunities to improvement, streamline processes, and/or identifying ways to be more efficient without adding additional resources.
• Proficiency in SAP, Excel, Word and Power Point is required
• Microsoft PowerBI experience highly desired
• Strong presentation skill

• Understand and manage customer service expectations by overseeing the daily order management tasks, issues, opportunities, through the Customer Supply Chain Specialists (CSCS’s).
• Working with Supply Chain to ensure the appropriate balance of finished goods inventory is available to support order management through knowledge of Forecasting, Replenishment, Lead-time, and Vendor Managed Inventory.
• Monitor teams’ timely reconciliations of order schedules provided by customers, ensuring timely conversion to firm purchase orders according to lead-times and customer RDD (Requested Delivery Dates).
• Monitor EDI errors and ensuring owning account CSCS resolves in a timely manner or escalating to EDI team for troubleshooting when necessary. (reference: Pricing Discrepancy SOP). Review EDI maintenance to ensure correct data is transferred into ERP systems.
• Identify customer needs for ASN requirements then collaborate with IT and warehouse to set up.
• Recommend appropriate strategies/services on day-to-day issues, working in tandem with Commercial Sales teams and/or internal partners to meet customer satisfaction while maintaining Refresco profit margins; supervise implementation and execution of approved recommendations.
• Set up and Maintain Customer Material Records (CMIR) within SAP.
• Network and build internal relationships within Supply Chain for effective communication.
• Monitor/maintain and track a Supply Chain KPIs (metrics) based department goals and objectives set by Customer Experience Director. Track team/individual performance and coach/develop CSCS when performance falls below goals.
• Track, monitor Customer Fill Rates, Fines & Deductions, Aged Inventory, Order Entry Errors in for team, determining root cause and correct actions for better performance.
• Act as Key Point of Contact for direct reports and their accounts staying up to date on new products being rolled out, working closely with the Commercialization teams, monitoring timelines, product ready dates, volume inventory plans and obsolete product risks. Identify potential obstacles that would prevent a speed to market and help in resolution.
• Consistently reviewing department workload, team skill set to align Specialists with accounts where they are the single point of contact for both customer and Commercial sales team.
• Participate in Continuous Improvements and Kaizen events, customer journey mapping, and other projects/initiatives assigned by Customer Experience Director to streamline processes and improve overall department performance.
• Oversee team Fines & Deduction claims, ensuring compliance with SOP, identify repetitive deductions/fines and make recommendations on processes or resolutions to prevent future fines, and ensure credit issues are resolved by their team within team SLA.
• Coordinate with production planning and make recommendations to ensure full goods inventories will support order fill and on-time shipment/pick-up expectations of customer. When necessary, work with production/demand planning team making recommendations to redirect orders where its cost effective and will ensure the highest levels of service with minimal cost impact.
• Responsible for developing team, gaining deep understanding of Specialists strengths and weaknesses to be able to determine appropriate training needs. Ensure timely training is given, provided, recorded, and refreshed.
• Conduct weekly/bi-weekly one-on-ones with direct reports. Provide timely coaching, giving feedback and participate in performance reviews and end of year recommendations for merit increases and/or promotions.
• Participate in the training of new hires where needed or set up training with internal partners to ensure teams learning and development is up to date with latest technology, processes, systems.
• Participate in weekly S&OE and other Supply Chain business reviews with owning Commercial sales teams to address customer service issues, communicate potential risks, offer solutions and resolutions.
  Requirements

Education and Experience:

• Bachelor’s degree in business or related field
• Five (5) years’ experience in a Customer Service manufacturing environment strongly preferred
• Consumer Package Goods Industry experience and knowledge desirable
• SAP, Power BI proficient
• Six Sigma certification highly desirable
• Solid work experience in fast pace environments
• Experience working well under pressure, with ambiguity, and meeting deadlines

Required Skills and Competencies:

• Professional, polished, engaging professional with the ability to network and influence
• Customer centric mindset
• Strong leadership skills with the ability to develop and motivate a team and lead by example
• Servant leadership mindset, empathic, manage by influence and have a high level of integrity
• Polished interpersonal and communication skills, both verbal and written
• Organized, ability to multi-task, strong follow through and action oriented
• Ability to deal with ambiguity, adapt quickly to change and pivot quickly
• Ability to decipher priorities and use resources wisely
• Analytical and critical thinking skills, ability to think outside the box while ensuring Refresco’s best interest is priority
• Continuous improvement mindset, challenging status quo and seeking opportunities to improvement, streamline processes, and/or identifying ways to be more efficient without adding additional resources.
• Proficiency in SAP, Excel, Word and Power Point is required
• Microsoft PowerBI experience highly desired
• Strong presentation skills