Mgr Customer Service

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Job Details:

Reporting to the Associate Director, Customer Service, the Manager, Customer Service & Logistics Support is responsible for leading the strategic business and system execution of EDI management for both retail and foodservice prepared foods and frozen poultry business. This role will lead the strategic business and system execution processes in collaboration with all key cross functional partnerships. Cross functional partnerships include Customer Service, Master Data team, Transportation team, Credit and IT. This role is responsible for all cross functional training, communication, and system maintenance for the EDI processes. The Manager, Customer Service & Logistics Support will represent the Customer Service organization on business or system integrations, special projects, and organizational changes by providing leadership and counsel on impacts to the order management design or execution. This role will support and deliver Customer Service system and process training, reporting, and communication to the organization. This role is a liaison between the business users and IT partners in delivering process and system enhancements, integration changes, troubleshooting and issue resolution. This role will support interviewing, mentorship, and career development of team members.

Description : Responsible for the management of day-to-day EDI transactions and working with the trading partner community to facilitate all transactions in the SAP order to cash processes; delivers process training and communication on EDI execution to customer service; Collaborates with the IT EDI and outside customers trading partners and brokers to setup new EDI transactions and accounts; Collaborates with customer service to evaluate and resolve all EDI failures and issues; Maintain SAP tables for all customers that submit orders via EDI including collaboration with the customer and the customer service team; Collaborates with Sales Operations, Sales, Marketing, Customer Service, Product Managers, Demand and Supply Planning to resolve problems, facilitate solutions and drive efficiencies within the ATP/Product Allocation process; Supports the ATP/Product Allocation strategic execution plan, system maintenance, training and communication to the Customer Service team; Supports the coordination of the product withdrawal/recall execution plan in collaboration with the Food Safety team and distributes plan and communication to the Customer Service organization; Contributes to the development and maintenance of standards, policies and procedures regarding Customer Service; Supports the communication on SKU conversion transition plans to the Customer Service organization and maintains the SAP table during the conversion; Supports and approves customer master record updates for the required customer service fields; Provides support in conducting system and process training to the Customer Service organization; Maintains training documentation and supply chain program content on the Customer Service Team Site; Develops training materials for the Customer Service organization on new or revised Supply Chain program initiatives; Maintains environment and shelf life override exception records within SAP and provides reporting to Customer Service management.

Requirements :

EDUCATION:BS or BA degree required; preferable subject areas include Logistics, Operations Management, IT or related field

EXPERIENCE: Minimum 5 years of experience in customer technical collaboration, sales/marketing, supply chain logistics, manufacturing, IT, continuous improvement or closely related function preferred.

TECHNICAL SKILLS: Expert level proficiency of systems such as MS Office applications, Advanced skill in PowerPoint and Excel, SAP, warehouse/transportation management systems, PowerBI and/or AFE are required

COMMUNICATION SKILLS: Strong written, oral, and interpersonal skills; Conflict Management skills; Managerial courage, Executive poise, Ability to multi-task; Positive attitude; Problem Solving skills; Negotiation skills; Reporting skills

SPECIAL SKILLS:

Leadership – exhibit visible leadership and positive influence with internal partnerships

Partnering – collaborate (with internal and external customers) to achieve the best solutions

Technical – exhibit visible ability to utilize different systems to identify opportunities and develop solutions

Efficiency – continuously seek to improve on existing methods or tools Development – Career development for self and Team Members

SUPERVISORY: 2 Customer Service Specialists, 2 Senior Customer Service Specialists

TRAVEL: This position requires 20-30% travel to the corporate and regional customer service centers to perform new hire training and process and system training webinars

SCOPE DATA: The Manager Customer Service & Logistics Support in this organization supports customer service nationally for order management for all Retail, Foodservice, Export/Military and National Account customers

Relocation Assistance Eligible:

Yes

Work Shift:

1ST SHIFT (United States of America)

Hourly Applicants ONLY -You must complete the task after submitting your application to provide additional information to be considered for employment.

Tyson is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will be considered without regard to race, national origin, color, religion, age, genetics, sex, sexual orientation, gender identity, disability or veteran status.

CCPA Notice. If you are a California resident, and would like to learn more about what categories of personal information we collect when you apply for this job, and how we may use that information, please read our CCPA Job Applicant Notice at Collection, click here (https://www.tysonfoods.com/sites/default/files/2020-07/CCPA applicant notification.pdf) .

Company info

Tyson Foods, Inc.
Website : https://www.tysonfoods.com/