Customer Service Manager
HUMAN VALUE S.R.L.
01 - Remote Working
vor 18 Std.

The Company At McCain Foods we know the importance that food plays in people's lives - the power it has to uplift and bring people, families, businesses and communities together.

Guided by our purpose - Celebrating real connections through delicious planet-friendly food - we believe that working together with our teams, business and community partners will bring sustainable growth and positive change - today, tomorrow and for generations to come.

As a privately owned family company with over 60 years of experience, a presence in over 160 countries and a global team of 22,000 people, our values and culture are at the heart of everything we do.

Our product quality, people and customer dedication help us achieve global sales in excess of CDN $10 billion. Through our investment and innovation, we continue to be a global leader in prepared potato products, including our famous French Fries and appetizers.

We are passionate about supporting and developing our people-providing opportunities to grow and learn in their roles, as well as building careers for the long term.

The role Within McCain Continental Europe Supply Chain organization, Customer Service Manager for Adriatic Area oversees the Order to Bill process aiming at delivering best in class service Level.

To ensure a strong customer focus, Customer Service Manager has local front offices, a European back office ensuring coordination on stock availability and a European OTB optimization team focusing on systems & processes.

This management position covers customer service activities (Order Management, Pricing and Transport activities) for the Italian and Greek markets and provides leadership to 5 people (3 in Italy and 2 in Greece) The Manager oversees the activities of all customer service agents to guarantee an excellent and consistent service to customers for the Food Service, Retail and QSR (Quick Service Restaurant) range of products (frozen).

The manager works in close collaboration with internal key stakeholders (sales, fi-nance, supply chain, warehouses, carriers) to deliver best in class service level.

ON top, he / she interfaces efficiently with customer service support teams (back office southern Europe and OTB process optimization team) to implement European guidelines and processes in his / her zone.

MAIN JOB TASKS AND RESPONSIBILITIES Order to Bill Management Maintain and communicate customer service policies regarding order and delivery management Ensure accurate data management in SAP : Coordinate efficiently OTB process with Finance shared service center (Credit release & overdues, customer master) as well as finance coordinators (invoice, ) Follow up closely forecast consumption and identify risks.

Work closely with Back office CEU to manage risk / shortages. Follow up stock allocation guidelines and decide on local customer priorities together with sales team.

Proactively participate to weekly alignment meetings with Italian FS sales & marketing team, on a quarterly basis for Italian retail business & on the spot for Greek market Actively participate to pan European Customer Service / Supply Chain projects (process, systems, tools) and ensure a proper implementation in your zone.

Transport & logisctis Ensure duly shipment creation in TMS and efficient interface with Italian freight forwarder / logistic partners for Greece.

Follow up transport invoices and accessorial costs. Analyze accessorial costs root causes and challenge carriers accordingly.

In close collaboration with freight forwarder, prepare appropriate groupage for Italian orders (both on FS & retail market).

Claims / Penalties Management Maintain and communicate customer service policies regarding claims and penalties management Ensure that all customer penalties are investigated with the sales team within the required time frame if applicable Ensure that all claims are investigated and solved within the required time frame.

Customer Interaction Ensure excellent customers relationship at both strategic and operational level. Develop win / win initiatives with main internal and external customers to increase service level Develop a strong business knowledge (channels & country specificities).

For Retail business, review and validate logistic general terms and conditions contracts during yearly contract renewal Manage People Manage team and ensure a relevant split of tasks according to people capabilities and business requirements.

Grow team skills by providing appropriate support and training. Develop yearly assessment and objectives in the required time frame with measurable KPIs Regularly review performance of the team members.

Initiate and implement personal development initiatives for the team members Coordinate and lead team meetings to communicate information, follow up on actions taken and delegate where appropriate.

Following all Health &Safety regulations, McCain Code of Conduct as well as all other company regulations and policies (D&I).

The Requirements Education Bachelor / master degree in commercial or supply chain. Job Skills Experience in both customer service & team management (3 years minimum) Sales Acquaintance Order management experience with key Food Service, Retail and Quick Service Restaurant customers Knowledge of SAP MM / SD required Oral and written language applications : Italian Fluent, English Fluent IT friendly (Microsoft Office) The company in charge of the selection is Human Value.

Human Value is responsible for activities of Executive Search & Selection (Aut. Min. 7895 / RS). Human Value guarantees equal opportunities (L.

903 / 77). Interested candidates, men and women, are invited to read the information about Privacy (art.13 of EU Regulation 2016 / 679) on www.humanvalue.it

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