SC Customer Service Manager at Ferrero

Main Responsibilities:

Master Data

• Initializes product commercial Master Data 
• Collects/ expedite product master data fulfillment ensuring the completion of info from involved functions

Order Management/ Fulfillment

• Receives customer orders and verify data consistency ensuring order conformity to avoid business violations
• Manages the merging of orders to optimize transportation ensuring balance between order fulfillments, cost and punctuality 
• Balances product allocation to the customers on the basis of delivery priority and allocated quote; supporting all the critical requests in accordance with key account manager
• Ensures the products replenishment for customers, leveraging on Service Level and stock level agreed previously
• Enables all mechanisms in order to guarantee a smooth product return according to the shared procedures
• Ensures a proper exception management, supporting Crisis Management Committee on specific cases (e.g. product recall) drawing up ad hoc recovery plan

Order To Delivery & Logistics Collaboration

• Engages Demand Planning, Supply Planning and SC warehouses to ensure order feasibility
• Interacts with customers in cases of transport delays or any specific matters in order to guarantee the Service level
• Builds and maintains strong customer relationship through a regular contact review with customers
• Collaborates to develop new business from existing customers improving customer’s satisfaction and monitoring performance by pursuing joint business plan and scorecard
• Collaborates with Sales to strength collaboration also in the definition of new route-to-market
• Leads and manages projects aimed at improving logistics collaboration and ultimately service level for customers
• Is the key reference for logistics claims interacting with Finance dept, that acts as entry-point and final validator

Performance Management

• Monitors the case fill rate & on time delivery
• Monitors the shelf availability in order to ensure optimal freshness to the customers
• Ensures a proper service level through the service level monitoring from DC to stores 
• Monitors the cost to serve to optimize customers P&L

Who we are looking for:

• BCom Degree / Diploma in Supply Chain Management
• At least 5 years’ experience in customer service and order management
• Experience in FMCG would be a plus
• Strong knowledge in SAP, Microsoft Office (Excel & Powerpoint)