Customer Service Team Manager- Supply Chain

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Vacancy Name
Customer Service Team Manager- Supply Chain

Employment Type
Permanent

Country
United Kingdom

Location
Liverpool

Business Area
Operations

Workplace Type
Hybrid

About Princes
The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.

Role Description

Responsible for customer service delivery to a number of Retail/CFI accounts. The job holder will monitor all aspects of supply performance from demand planning, order capture, to delivery and successful execution of events to ensure that service is delivered at the agreed level and cost.

To provide the business with a rolling 24 month demand plan based on sales forecasts, historical trends, seasonality and promotional / event overlays.
To enable delivery of customer service targets within agreed inventory targets.

Understand in detail the customers` internal supply chain systems and processes and understand the customers` web based systems to understand how these can be used to drive supply chain performance to the benefit of both Princes and the customer.

Ensure system parameters are maintained as per commercial agreements with regard to load fill, lead time, delivery day, order multiples & MLOR.

Manage the Customer Development Managers, Demand Planning Managers & Customer Planning Managers directly and the Order Fulfilment Assistants indirectly, ensuring the correct level of staffing is maintained at all times.

Responsible for:-
• £600 million forecasted turn-over
• 40 million forecasted cases
• 2500 customer forecasts
• Multiple Customer Groups volume projections
• Multiple highly skilled forecasting managers
• S&OP reports
Accountable for:-
• Achieving the demand numbers across a 3 month horizon.
• Generating a robust demand signal for the next 12 months which drives the financial business projection
• Reporting variances in the demand forecasts.
• Management, development & leadership of the team

Principle Responsibilities

• Manage the full end to end process of forecasting demand to order delivery.
• Responsible for ensuring the receipt and entry of all customer orders onto the SAP Business System in adherence with internal Management Controls.
• Ensure nominated accounts are within budget and agreed cost to serve metrics in line with commercial agreements.
• Responsible for recruitment & training and full staffing levels maintained across the full team.
• An understanding of the customers` supply chain systems and processes and how these can be used to drive supply chain performance to the benefit of both Princes and the customer.
• To offer assistance and guidance with all processes and to ensure the Departmental User Guides are maintained and updated correctly in all instances.
• To play a central role in ensuring any anomalies to the agreed Customer ordering patterns with regards to Minimum Order quantities and Pallet / Layer ordering agreements are identified and corrected either by the appropriate Customer Supply Manager or Account Manager.
• Work with customer peer contacts to facilitate and deliver mutual cost saving value chain initiatives.
• To manage the Demand Planners, ensuring we are maintaining a weekly sales forecast for every SKU for a rolling 24 month period within the statistical forecasting package.
• To monitor sales performance against forecast and take corrective actions to deliver forecast accuracy targets.
• To ensure promotional forecasts are challenged & verified utilising historical analysis and current / future market intelligence.
• To ensure monthly internal reviews with Account Managers take place to agree the forward plan - focussing on forecast accuracy, promotions, changes in distribution, new listings & discontinuations.
• Evaluate and integrate customer forecast, stocks and EPOS data as appropriate.
• To ensure weekly updates on forecasting changes are issued.
• To report on weekly / monthly accuracy KPI`s and variances to target.
• To review the CTA`s outputs and ensure any relevant actions are taken.
• Ensuring the customer service & collaborative forecasting meetings are delivering the expected results.
• To ensure all forecasting processes are adhered to with consistent WOW across the Demand Planners.
• Support the budgeting process and make sure all deadlines are met.
• Work to strengthen relationships with key internal contacts (Sales, Buying, Marketing, Logistics, Capacity Planning and Manufacturing).

Role Requirements

Role Requirements

• Strong Supply Chain principles
• Ability to meet tight and demanding deadlines
• Ability to influence and negotiate at a high level
• People Management experience
• User of Customer base Supply Chain systems
• Experienced people manager.
• Excellent understanding of statistics, statistical methods and accuracy measurements.
• Understanding of formal stock planning processes from forecast creation through to requirements planning.
• Understanding of sales and marketing promotion planning processes.
• Understanding of the seasonality of planning and its impact on our products.
• Understanding of customer service order fulfilment processes.
• Understanding of customer event planning processes and customer logistics.
• Excellent data analysis and presentation skills.

Skills

Excellent communication - verbal and written
Customer empathy
Excellent SAP / Excel knowledge- Desirable
Planning and data analysis

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