Customer Logistics Manager

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The Customer Logistics Manager for Lindt & Sprüngli (North America) Inc. (LSNA) will energize the operational center of excellence, enabling customer collaboration initiatives across the network and establishing LSNA as the partner of choice for supply chain services. This role will act as an advocate for excellence in the customer supply chain, operating with a continuous improvement mindset while leveraging key performance indicators across the supply chain.

Service and efficiency KPIs include on-time-in-full (OTIF), On Time Delivery (OTD), case fulfillment, and order management (lead-time, sailing schedule, minimum order quantity, and layer/pallets). The successful candidate will utilize analysis models, project management skills, relationship management, and facilitate customer joint business planning efficiency programs to achieve objectives.

• Analyze and disseminate information, driving standardization and collaboration, resolving issues, and leading teams to identify and improve key performance metrics utilizing formalized action plans to eliminate gaps.
• Research and identify Customer Relationship Management industry standards and benchmarks, comparing and communicating best practices.
• Lead Customer Collaboration consortiums, utilizing project management skills, to drive progress within the network to achieve objectives.
• Provide leadership (through project management) for broad supply chain operational and technical initiatives (BI/CI, transportation, warehousing, etc).
• Execute as a problem solver through developed strategic relationships with internal/external business partners to provide excellent customer service.
• Provide recommendations and the development of cost-to-serve metrics dashboards.
• Design and implement formal customer service processes focusing on order cycle fulfillment, vendor-managed inventory, and related services.
• Evaluate the Brand’s customer service organizational structure, identifying cross-functional development and roles needing further refinement.
• Serve as the point of reference for written customer supply chain communication.
• Facilitate customer visits, building the ‘playbook’ on strategic joint business efficiency programs, setting goals, oversight on personnel training, and coaching.
• Perform other related duties and special projects as assigned.

• 7+ years experience in the same or similar position.
• Experience in business ERP systems or a related system, with the ability to navigate fluently within Microsoft tools (Word, Excel, Outlook, PowerPoint) and BI tools.
• Change Management Agent: approachable, coach, collaborative with ability to influence and monitor required changes within the enterprise driving continuous service improvement.
• Time management skills and ability to act on urgent interruptions with poise and professionalism.
• Exceptional written and verbal communication and facilitation skills with all levels across the organization.
• Organized, initiative‑taking, self‑directed; thinking and acting independently.
• Delivery of Supply Chain objectives, goals, strategies, and measurement.
• Domestic Travel 10‑25%

• CPG experience.
• CRM experience.
• Previous experience in system implementation.
• Solid understanding of ERP systems (SAP preferred).
• Previous experience in utilizing BI platforms.
• Creation of BI dashboards and metrics.

Lindt and Sprüngli (North America) Inc. is the Supply Chain and Business Shared Services Company supporting the Lindt & Sprüngli family of brands (Lindt USA, Ghirardelli Chocolates and Russell Stover Chocolates), headquartered in Kansas City, MO.

• Medical insurance
• Vision insurance
• 401(k)
• Employment by Lindt & Sprüngli (North America) Inc. is contingent upon I-9 Employment Eligibility Verification, passing a urinalysis drug screen, and satisfactory employment and background checks.

Lindt & Sprüngli (North America) Inc. is an Equal Opportunity Employer and does not discriminate on the basis of age, race, color, national origin, sex, marital status, sexual orientation and gender identity, disability, veteran status, pregnancy, or any other status protected by law. Principals only, please.