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The role of a Customer Supply Chain Lead is integral to the success of a Customer Service team and, ultimately, the entire organization. By managing escalations and improving processes, the incumbent ensures customers receive timely and effective assistance. The Customer Supply Chain Lead is also responsible for providing and maintaining excellent customer support to ensure the delivery of high-quality service to Cerelia Bakery customers, sales team and plant operations.
Job Duties and Responsibilities (including but not limited to):
- Act as the primary point of contact between customer operations teams and internal supply chain functions.
- Coordinate daily outbound order execution and proactively resolve any service or fulfillment issues.
- Monitor and analyze customer orders, inventory availability, and delivery plans to ensure on-time, in-full (OTIF) performance.
- Collaborate with Supply Planning, Production Planning, and Warehouse teams to ensure alignment on customer priorities and constraints.
- Own customer scorecard data and performance KPIs; analyze and lead root cause investigation for misses.
- Lead order tracking, proactive delay notifications, and risk communication to customers and account managers.
- Support continuous improvement initiatives across the customer fulfillment lifecycle, with focus on automation, EDI optimization, and logistics visibility.
- Participate in S&OP and customer review meetings to represent outbound execution readiness and risks.
- Help implement system/process changes that improve service levels, reduce costs, or simplify workflows.
- Ensure appropriate handling of customer escalations with timely and professional communication.
- Support the transition to analytics platforms (e.g., Power BI) by learning how to navigate key reports.
- Provide outstanding customer service to improve customer satisfaction and relationship.
- Help with the execution and transition into EDI/ Manage daily EDI errors and new implementations
- Research, compose, and maintain effective correspondence and templates for departmental communication, ensuring clarity and professionalism.
- Interface with customers and sales representatives to handle both pre-sales and post-sales service functions
- Monitor orders and collaborate with plant production teams to supervise orders, ensuring timely delivery of all products to customers
- Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner
- Maintain competent understanding of Cerelia Bakery Canada LP products and customers
- Coordinate, analyze and improve customer service functions to meet company goals and standards
- Develop and execute plans to ensure continuity of customer service process delivery in the event of unplanned absence of team members (including self)
- Review current orders to make sure trucks are being optimized with quantities and delivery locations
- Learn Power BI reports and any other Analytics Platforms
- Ensure timely sending of invoices to all non-EDI customers, maintaining accurate records and following up on outstanding payments. Verify all invoices for accuracy before processing.
- Problem Solving: Address all pricing issues, pallet configurations and quickly identifying the root cause of an issue
- Ensure all samples are entered correctly with limiting 3PL transfers and cost savings for shipment methods
- Regularly monitor and analyze Key performance indicators (KPIs) to track team performances, identify issues, and implement improvements
- Identify and implement process improvements to enhance efficiency and customer satisfaction
- Foster a positive and supportive work environment that encourages team motivation, engagement, and high productivity levels.
- Adhering to all policies, procedures and programs of the company (GMP, Quality, Food Safety and Health & Safety etc.) always.
- Other related duties and assigned.
Key Behavioural Competencies:
- Good communication skills
- Keen problem-solving skills.
- Adaptable / Flexible
- Able to work under pressure
- Organized
- Able to multi-task
- Team player
- Integrity
- Accountable and Dependable
- Good time management skills
- Good attention to detail
