What are the responsibilities and job description for the Customer Supply Chain Manager position at Roskam Baking Company?
Position Overview:
The Customer Supply Chain Manager is responsible for overseeing and optimizing supply chain processes to meet the unique needs and expectations of customers. This role requires a deep understanding of order management, customer requirements, co-packaging/manufacturing operations, and logistics to ensure collaboration. The Customer Supply Chain Manager plays a crucial role in ensuring customer satisfaction by maintaining positive relationships with customers, resolving any issues or concerns promptly, and coordinating with various internal departments to ensure seamless order fulfillment and customer satisfaction.
Key Responsibilities:
Team Management:
- Lead, train, and motivate team to provide outstanding service to customers.
- Set clear performance expectations, establish key performance indicators (KPIs), and conduct regular performance reviews.
- Foster a positive work environment, encourage teamwork, and promote professional development.
Order Processing and Fulfillment:
- Serve as the main point of contact for key customers, building and maintaining strong relationships.
- Oversee the order management process, ensuring accuracy and efficiency in order entry, processing, and tracking.
- Proactively communicate order status updates to customers, addressing any delays or issues proactively.
Issue Resolution and Complaint Management:
- Address customer order inquiries, concerns, and escalations in a timely and professional manner.
- Investigate and resolve customer complaints, working closely with cross-functional teams to identify root causes and implement corrective actions.
- Analyze trends in customer issues and complaints, develop strategies to minimize recurring problems, and improve overall customer satisfaction.
Supply Chain Management
- Work closely with customers and sales teams to gather accurate demand forecasts, communicate forecast changes to internal teams
- Monitor and manage finished goods inventory levels to prevent shortages and overages
- Coordinate with production scheduling, materials planning, and logistics teams to ensure timely order fulfillment and delivery.
Continuous Improvement:
- Continuously evaluate and improve customer service processes, policies, and procedures to enhance operational efficiency and customer experience.
- Identify opportunities to streamline workflows, automate tasks, and implement technology solutions to optimize customer service operations.
Data Analysis and Reporting:
- Track and analyze key customer service metrics, such as response times, customer satisfaction scores, and order fulfillment rates.
- Generate regular reports and present findings to senior management, highlighting trends, areas for improvement, and customer service performance.
Qualifications and Skills:
- Bachelor's degree in Supply Chain Management, Logistics, Business, or a related field.
- Proven experience in supply chain management, preferably in the food co-packaging industry.
- Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
- Excellent interpersonal and communication skills, both written and verbal.
- Exceptional problem-solving and conflict resolution abilities.
- Strong organizational and time management skills, with the ability to prioritize tasks effectively.
- Proficiency in ERP software, Microsoft AX preferred
- Analytical mindset with the ability to interpret data and generate meaningful insights.
- Knowledge of food manufacturing processes, industry regulations, and quality standards (preferred).
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