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Customer Service & CPFR Manager

Location: Guadalajara, Jal.

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding. 

About the role:

If you are a passionate Supply Chain professional, looking for a Customer Service Manager role in dynamic environment, you might find in Ferrero Mexico the opportunity you are looking for! Be the process owner of the Order-To-Cash, plan the forecasting and replenishment with key customers and held important negotiations of logistics discounts and replenishment volumes. In this role, you will be able to use your experience to design and lead the implementation of collaboratively supply chain projects with customers.

Main Responsibilities:

You will lead the customer service team that receives customer orders and verifies data consistency, ensuring order conformity to avoid business violations.
In this role, you will be responsible for the assurance of the order management and fulfillment, ensuring optimum service level (owner of the KPI) at the correct and efficient cost. Thank to this, the deliveries are ensured contributing to sales growth.
We will count on you to lead the order to delivery logistics collaboration with customers, engaging Demand Planning, Supply Planning and Supply Chain warehouses to ensure order feasibilities; collaborating to develop new business from existing customers and with sales to strengthen collaboration also in the definition of new route-to-market.
You will manage through CPFR team collaborative planning, forecasting and replenishment with Key Customers acting on more than 50% of the sales of the Region.
Be responsible of the order to delivery performance management, monitoring and ensuring data reliability of case fill rate & on time delivery, as on shelf availability in order to ensure optimal freshness to customers.

Who are we looking for:

Bachelor’s degree, preferably in Supply Chain, Industrial Engineering, or related fields.
At least 5 years’ experience in similar roles, Customer Service Manager or CPFR Manager.
Experience in food/drug consumer products industry, preferred.
Fluency in English is mandatory.
Advanced knowledge of Microsoft Office (Word, Excel).
Advanced knowledge of SAP / APO systems. Knowledge of customer service, order to cash, collaborative planning, forecasting and replenishment.
Knowledge of and experience working with project management principles.
Excellent communication skills.
Proactive, accountable, results oriented and with strong strategic skills.

How to be successful in the role and Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are devoted to crafting brilliant results for consumers around the world. 

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