Customer Collaboration Specialist at B&G Foods, Inc. in parsippany, New Jersey

Job Description:

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Job Description:

Working in Trade Relations within a Customer Service and Logistics environment means working at the epicenter of B&G, touching everything from supply chain, logistics, finance, manufacturing, marketing, compliance, quality and sales. Reporting to the Manager of Customer Collaboration or the Account Manager, Customer Collaboration, this position is responsible for Account Management of some of B&G’s most strategic customers. 

      

The incumbent is skilled in relationships management within your team and works collaboratively with Supply Chain/Logistics, Sales, Marketing, and Finance and most important our customers to drive a continuous improvement mindset across the supply chain and the entire organization.

Individual is also responsible for maximizing B&G sales and profits while implementing Customer Service/Logistics/Returns and Supply Chain related best practices to help manage to the overall business plan.   

Responsibilities:

ACCOUNT MANAGEMENT:

• Act as the single internal point of contact for your assigned customer portfolio to include some of B&G’s most strategic retail accounts. 


• Effective management of customer and field sales relationships for assigned accounts. This includes complete understanding of the customer’s requirements, proactive communication, resolution of issues, problem prevention, judgment calls when exceptions to policy are required and appropriate, and goal alignment with the sales organization towards achieving customer/B&G-focused goals. This may require travel with sales representatives or individually for face-to-face meetings with accounts and participation on business teams.


• Analyze customer supply chain data on a weekly/monthly basis and identify opportunities to improve key performance indicators. 


• Act as main communication channel for sales, brokers and customers. Resolve critical customer issues within a timely fashion.  Enforce B&G policies as needed.  


• Assist customers in streamlining order processing, improving customer logistics performance (on time delivery) and total cost-to-serve.  Influence customer ordering patterns to align with warehouse capacity and transportation scheduling and costs


• Increase the communication, information sharing and tools with Sales to make sure Customer Service and Sales share all appropriate information to satisfy day-to-day ordering, support promotional activities and service seasonal orders at a level that exceeds our customers' expectations. 


• Provide continuous/proactive feedback to Sales, Brokers and Customers regarding customer deliverables. 


• Responds to general inquiries from internal and external customers related to orders, products, shipping and delivery, availability, packaging, quality concerns, ETA's and more. 


• Responsible for maintaining a customer directory (guide) outlining all of the customer contact information and unique requirements under this person's realm of account responsibility. 


• Keep records of customer interactions and transactions, recording detail of inquiries, complaints, comments, as well as actions taken. 


• Set up new customers. Obtain credit approval from Finance. Forward set up information to Finance and file appropriate customer documents in Customer Master files.


• Minimize failure to supply penalties by ensuring execution falls within contractual agreements

LOGISTICS:

• Interface between B&G and our 3rd party logistics companies and chosen freight carriers, managing all customer shipments to align with customer expectations and B&G goals.  Develop relationships with our contract shippers to ensure proper routing of all product orders (revenue, free goods, donation & disposals).


• Thorough knowledge of all products, customer bases and strategies applicable under this person's area of responsibility.  Understand and minimize the environmental impact of all logistics processes, especially returns/destruction. 


• Provide all needed information related to customization of customer's delivery requirements (ex: pallet specifications, freshness dating, appt contacts)

STRATEGY:

• You will work collaboratively with internal and external partners to ensure effective management, timely solutions and execution


• Develop and present improvement ideas and supporting analysis internally and externally to improve service, maximize order management operational efficiencies, manage cost and contribute to savings initiatives. 

SUPPLY CHAIN: 

• Identify opportunities for customer innovation and drives execution to support growth and efficiencies.


• Delivers on Customer Logistics’ goals (e.g. OTIF, revenue recognition, minimize service penalties).


• Collaborate cross functionally with sales, operations and marketing to manage the MVM process.  This entails monitoring all MVM orders by region and reporting out for each with a detailed analysis of sales, cancelled orders and comparing them to the sales forecast.  Alert sales when a region is over-ordering or under-ordering so issues can be adjusted ahead of time to make sure the sale runs smoothly.


• Promote a partnership culture across teams to leverage best practices.


• Understand customer’s operations and market dynamics to identify opportunities and develop action plans.


• Align with Commercial, Product Supply, and other business teams to meet customers’ expectations and proactively resolve issues.


• Recognize and respond to changes in demand, capacity constraints and marketplace dynamics to minimize disruption and preserve customer relationships.


• Act as key interface between customers and third-party service providers and drives adoption of Order-to-Cash best practices.


• Collaborate with Demand Planning, Scheduler and Replenishment Planning


• Utilize systems to proactively identify and communicate key drivers and proposed solutions to service and inventory issues.

GENERAL DUTIES:

• Track and reconcile weekly/monthly metrics versus established targets


• Process EDI transactions, provide necessary input and collaboration to EDI and master data partners.  (ex: data mapping)


• Onboarding new/existing customers to EDI.


• Troubleshooting issues with EDI – engaging the correct internal departments to find and correct the root cause.


• Receive orders from customers and maintain order documents. Review orders for acceptability within B&G policies. Orders are reviewed for accuracy of pricing, product, weights (min/max) and a variety of other compliance factors.  Delivery date is reviewed for acceptability and a shipping method is assigned. Contact customer and/or broker to clarify or correct inaccurate orders and obtain revised documents. Orders are entered and transmitted to the warehouse in a timely manner to meet deadlines based on requested delivery date (RAD).


• Control and process sales orders placed in ERP system.  Review data entry and be responsible for data integrity.  Includes monitoring of inbound EDI. 


• Responsible for notifying QA/QC of any observed or reported product quality issues so that appropriate action may be taken. 


• Perform other Customer Service/Supply Chain duties as assigned.  Act as an effective backup for other team members/channels when needed


• Lead or be active team participant on special projects as required.

Experience/Skills/Education:

• BS/BA degree required. Supply Chain preferred but not required. 


• Minimum of 3-5 years of experience.


• Experience in CPG (fast-moving consumer goods) or Supply Chain desirable but not required. Club experience is preferred.


• Strong analytical, decision-making, problem solving and critical thinking skills.


• Strong attention to detail, commitment to accuracy and strong follow-through skills. 


• Ability to work independently and prioritize work to meet objectives.


• Excellent interpersonal & influencing skills with ability to constructively challenge & build great relationships. Ability to work well independently and as part of a team. 


• Proven ability to effectively collaborate cross-functionally and drive change. Demonstrates strong initiative to drive improvement efforts


• Strong computer skills including Microsoft Office tools (Excel, PowerPoint, Word). Pivots, V look-ups, etc. Exceptional presentation and communication skills (written and verbal). 


• ERP System experience required, JDE and/or SAP preferred. Strong EDI familiarity.


• Desire to work in a fast-paced, high growth environment.


• Ability to work under pressure, prioritize, multi-task and consistently achieve tight deadlines with constantly changing priorities

Equal Employment Opportunity:B&G Foods is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you’d like more information about your EEO rights as an applicant under the law, please see www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf.

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