Customer Solutions Lead

At Russell Stover, not only do we love chocolate, but we love our jobs! Every day we go to work exhibiting our values of excellence, innovation, entrepreneurship, responsibility, and collaboration. Working at Russell Stover you'll be part of the leading manufacturer of boxed, seasonal, and sugar-free chocolates. For over 100 years, Russell Stover Chocolates, Whitman's, and Pangburn's have been crafted with the finest ingredients to bring happiness to generations. Today, we produce over 55 million pounds of chocolate annually, and our legacy brands can be found in 13 company-owned stores and over 9,000 wholesale accounts. Join our team and let's continue making chocolate lovers happy!

A day in the life...

As the Customer Solutions Lead you will be responsible for owning key strategic initiatives related to driving supply chain optimization for Russell Stover Chocolates as a dedicated, subject matter expert. You will ensure that Russell Stover Chocolates is the trusted advisor in supply chain collaboration. Additionally, you will focus on mitigating Customer Fines and deductions as related to Supply Chain impacts in close coordination with the Compliance Analyst. You will work cross-functionally to shape and implement long-term solutions that improve efficiency, reduce costs, and strengthen customer relationships. You will support Russell Stover Chocolates' ability to meet customer's service expectations as well as improving customer profitability through joint logistic initiatives. You will have a combination of several customer service functions with increased emphasis on reporting and other project execution.

What you will be doing...

Manage Customer Expectations

• Serve as the foremost subject matter expert on customer logistics, delivering tailored solutions to optimize supply chain performance and drive customer satisfaction
• Establish and nurture strategic partnerships with key customers to enhance collaboration and shared business success
• Monitor account order activity and metrics such as OTIF, Fill Rates and deductions
• Support on time and in full launch for new product introductions, seasonal and shelf resets.
• Lead cross-functional recommendations and provide subject-matter oversight for Sales and Customer logistic requests and program support

Optimize the Supply Chain

• Reduce waste in the supply chain (i.e. OS&D, reclamation, returns, etc.)
• Identify, implement and project-manage to completion joint productivity initiatives with Customers to realize mutual savings
• Advocate for customer needs within internal supply chain operations, ensuring proactive problem resolution and enhanced service reliability.
• Collaborate with Customer, Sales, and Planning to optimize On-Shelf Availability

Proactively Manage Customer Fines

• Drive joint productivity initiatives with customers to generate mutual savings and supply chain efficiencies.
• Oversee and proactively mitigate customer fines and deductions through strategic supply chain interventions.
• Develop risk management strategies to anticipate and resolve potential disruptions in the supply chain.
• Identify root cause issues driving non-compliance and provide recommendations to Sales and Supply Chain teams to proactively correct core issues.

Do you have what it takes?

(Basic Qualifications)

• Bachelors degree
• 3-5 years job specific experience required
• Strong Project Management skills
• Demonstrated negotiation skills
• Supply chain cost modeling and analytical skills
• SAP, BI, and Excel skills

Do you stand above the rest?

(Preferred Qualifications)

• Planning, distribution, and transportation experience
• Experience with analyzing inventory levels and/ or replenishment

At Russell Stover Chocolates, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Russell Stover Chocolates is proud to be an equal-opportunity workplace and is an affirmative action employer.

We provide equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law.

Employment by Russell Stover Chocolates is contingent upon I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification, and satisfactory reference and background checks.

Make Happy. Work Happy.

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