Advisor, Customer Logistics and Supply Chain

The Advisor, Customer Logistics and Supply Chain role provides a single point of contact to Customers, Shared Services, Sales, and Product Supply System (PSS) teams. The role manages planned and unplanned Sales activities that impact multiple orders/customers. This role leads meetings, both with internal stakeholders and with key customers. The work involves assessing complex issues, gathering information from stakeholders, collaborating to create solutions, and communicating/implementing these solutions.

The Advisor, Customer Logistics and Supply Chain will be responsible for running Systems Applications and Products (SAP) queries and using reports to identify trends and problem solve any opportunities. This role will also include project management and leading process improvement with cross-functional stakeholders (internal & external). This person must have excellent knowledge of supply chain and strong problem solving, communication, and customer service skills. This person should have the ability to prioritize and have a sense of urgency for their work.  They must be able to work independently to manage the complexity of the work and the various level of stakeholders, with which they interact with. Additionally, the Advisor, Customer Logistics and Supply Chain will be responsible for day-to-day customer service activities.

What You’ll Do for Us

• Manage planned activities and resolve issues that affect multiple orders/customers, determine solutions, and execute changes. Lead cross-functional meetings to resolve issues. 
• Perform all Customer Service day-to-day work, manage escalated issues, and address service issues & opportunities / trends raised by Customers, PSS teams, Customer Solutions and Account Teams. 
• Lead continuous improvement activities and project management with cross-functional teams. 
• Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals. 
• Single point of contact for assigned customer, attend face to face customer meetings, internal forecast meetings, sales meetings etc. 
• Manage high volume promotional activities by ensuring end to end execution of all Customer requirements. 
• Communicate and present to all levels in the organization. 
• Types of planned activities managed – Informal and formal allocation, holiday schedules, new item implementations, managing warehouse closing/openings, item discontinuations, SAP implementations. 
• Types of unplanned activities managed – unplanned closings, redirects, dock capacity, transportation capacity and issues, open order reports, quality holds, pre-cuts, short code and too old to sell process. 
• Day to day customer service activities (i.e. order entry; expedited orders; customer order change request; customer pick up; Customer credits; transportation issues; product cuts; general product information; over, short, and damaged process; transportation method change; process order changes based on delivery block reports; credit hold resolution; vendor managed inventory; duplicate, missing, or incorrect orders; identification and correction of electronic data interchange (EDI) order issues; transportation Pool Schedules; order scrubbing to adhere to TMMC policies; item conversion; combining two or more orders to ship together; McDonald’s distributor special services.
• Investigate, then validate, claim, or request reversal of fines, customer deductions and transportation deductions.

Qualifications & Requirements

• Required: High School diploma; GED equivalent. 
• Availability to work rotating weekends.
• Preferred: Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience 
• At least one year in a customer-facing role and one year in a call center. 
• Three years in a customer facing role; three years in a call center are preferred. 
• Strong customer service, problem solving, issue resolution, and communication skills. 
• Building collaborative relationships with Product Supply System teams, Sales, and our customer. 
• Knowledge of supply chain, Order Management, and Customer Services processes and systems. 
• Sense of urgency, detail oriented, and able to provide clear and thorough documentation and communication. 
• Must be able to operate independently with minimal daily supervision. 
• Express ideas precisely, persuasively, and effectively; listens and responds appropriately to Customers and co-workers and all levels of management in an effective professional manner. 
• Commitment to and passion for continuous improvement. 
• Experience with the following systems is preferred – SAP P08 and SAP reports, Oracle Transportation Management (OTM), Excel and Pivot Tables, SoftPhone (for teleworking), Microsoft Office.

What We Can Do for You

• Innovative Technology:  We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.
• Experiences: with a global organization and the opportunity to learn and grow.
• Compensation & Benefits:  Competitive benefits package that start on day one of employment.

Skills

Complex Issues (Inactive); Relationship Building; Group Problem Solving; Time Management; Communication; Supply Chain; Order Management; Customer Service; Teamwork; Process Improvements; Prioritization; Cross-Functional Teamwork