Job Title: Customer Solutions Manager
Divisions: Supply Chain Operations__!
Reporting To: Head of Supply Chain Operations_
JOB SUMMARY
The Customer Solutions Manager is a key position within the Supply Chain Operations team, responsible for Customer solution management, OT Delivery, Customer Demand execution and Team development.
To support the culture of putting our Customer at the centre of our business the Customer solutions manager will be responsible for co-ordinating Customer orientated solution activities through a dedicated team, driving operational improvements in line with customer expectations and will support the delivery of our customer focused OTIF KPI’s to our customers.
The Customer Solutions Leader must be an experienced people manager and must create and foster an excellent relationship with customers, suppliers, external agencies and internal teams. This key position requires an individual with experience in the areas of Customer Service & Solution Management, People and Team Management, International Logistics Coordination, International Trade & Regulatory Compliance and Continuous Improvement.
KEY AREAS OF RESPONSIBILITIES
- Demonstrate effective leadership of your assigned Customer solutions Team.
- In conjunction with the team, effectively manage the Order to cash cycle.
- Ensure the team achieves all of the defined Service and Supply Chain KPI’s.
- In conjunction with the Sales Team, liaise with key Ornua customers and Subsidiaries to ensure that customer requirements are understood, documented and fully serviced.
- Actively monitor and ensure that our Customer Service activities are aligned to the achievement of 97% service delivery for all customers.
- Support the Head of Supply Chain Operations by communicating a clear vision to the solutions team. Develop SMART goals for the Solutions Team, initiate activities and developing processes to achieve these goals.
- Actively monitor and ensure that the service provided by our Logistics and Storage partners is aligned to the achievement of 97% service delivery for all customers.
- Ensure that the necessary escalation paths are followed when the team is in danger of deviating from the committed scheduled and associated key deliverables.
- Develop and maintain strong relationships with all internal teams, to maximise Potential to meet, and where possible exceed, customer expectations.
- Ensure ownership and accountability for key functional metrics. Drive the Customer solutions Team to achieve best-in-class customer scorecards.
- Ensure that all users maximise the benefits of the Ornua IT infrastructure such as ERP systems, web portal and EDI, and drive the culture of automating or removing all non-value-add manual processes.
- Promote a continuous improvement culture within the Customer solutions Team and support and if required lead continuous improvement initiatives.
- Ensure that the Customer solutions Team effectively manages the Ornua Co-op NC process for all Customers within the agreed timelines.
- Provide regular feedback on performance and carry out Team mid-year and annual performance reviews, as part of the Ornua’s performance management system.
- Develop a team Training, development & succession plan and ensure that the plan is executed in line with personal development plans and business requirements.
KEY REQUIREMENTS
- Strong and effective people management skills, with the ability to provide the direction, support and motivation required to create a high-commitment & high-performance team.
- You have experience in a Management – including experience in providing direction, support and motivation required to building a high-commitment & high-performance team.
- Excellent knowledge of best-in-class Customer solution processes and systems.
- Regulatory Compliance experience for FMGC for Global Markets.
- Shipping, Logistics and Documentation Experience for International Markets (Min +5 years’ experience)
- You have a track record of Process Improvement.
- Excellent communication and interpersonal skills.
- As we are a dynamic team, you will have the ability to work under pressure and use your own initiative.
- Skilled in negotiation with an ability to influence.
- Strong commercial and financial awareness.
- Proficiency with key PC software (Word, Excel, PowerPoint, Visio, SAS, Project, Movex (or equivalent))
At Ornua, we Grow Together by investing in the development of our people and providing great people leadership for all. We Achieve Together through valuing collaboration, innovation and diversity and by empowering our people to make decisions. We Belong Together by staying true to our co-operative roots, valuing each other’s individual differences and remaining humble in our interactions with each other and our customers.
Does this sound like you?
If you feel this is a role and company you could see yourself working in, we’d love to hear from you. Get in touch with Liane Egan – recritment.jobs@ornua.com to discuss this position and many more Ornua opportunities.
Unfortunately, due to the high number of applications we receive, you will only be contacted if you are shortlisted for the position.
Although the above is a description of the requirements of your job, as stated in your contract of employment, you may be required to carry out other duties as the Company may require from time to time