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Description

Lactalis American Group is currently seeking candidates to join our Commercial Deli team in Buffalo, NY.

Lactalis, the world leader in dairy, is a family-owned business with more than 85,000 pragmatic and ambitious professionals worldwide, committed to nurturing the future by providing healthy and delicious dairy products that bring people together every day. We produce award-winning dairy products that bring people together every day. We offer an enviable range of dairy brands including Galbani, President, Kraft Natural Cheese, Cracker Barrel, Black Diamond, Parmalat, Siggi's, and Stonyfield Organic in addition to several brands imported from our affiliates in Europe.

At Lactalis, our core values of AMBITION, ENGAGEMENT, and SIMPLICITY are at the heart of everything we do. We are dedicated to building a safe, diverse, inclusive, and authentic workplace and we know that our candidates come from many different backgrounds, cultures, and experiences. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job posting, we still encourage you to apply and share with us your STORY, your PASSION, and your EXPERTISE! You may be just the perfect candidate for this or other roles within our company.

Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities.

From your PASSION to ours

As the Sr. Analyst, Customer Care - Sales and Supply, one will play a crucial role in driving the strategic planning and execution of forecasting activities, while overseeing the customer care Specialist functions within the commercial deli organization. One would become the frontline representative responsible for providing timely communications and support to sales, broker and customers while collaborating with the customer service and supply chain teams.

From your EXPERTISE to ours

Key responsibilities for this position include:

• Manage: The overall process starting with analyzing Market and LD specifics trends to help guide forecast information, work with planning to ensure adequate inventory levels, based on the forecast, are in the correct locations, manage the internal functions to problem solve and communicate to deliver 98% OTIF to the LD customers.
• Revenue Growth Management: utilizing the above information helps lead, in conjunction with LD Managers, guidance on improving the LD Revenue Growth Management process.

Customer Care Specialist:

• Manage to 98.5% On Time and in full-service level to the LD Customers while assisting the supply chain group
• Order Issue Resolution: Investigate and identify issues related to LD orders, such as delivery delays, damaged items, or supply shortages shipments. Collaborate with logistics, LAG DC's, and transportation to address and resolve order-related concerns. Collect and analyze customer feedback to identify trends and areas for improvement.
• Customer Interactions: Coordinate with LAG Customer Service to manage/formulate communications and respond to sales managers, brokers, and customers, when necessary, via phone, email, promptly, and professionally.
• Support sales, brokers, and customers in navigating concerns, resolving issues, and providing timely information.
• Issue Resolution: Proactively identify, investigate, and troubleshoot customer problems, providing timely and effective solutions. While collaborating with other departments to escalate and resolve complex issues. Collaborate with cross-functional teams, including Sales, Supply Chain, and Transportation, to gather relevant data and insights on all deli orders/issues.
• Product Knowledge: Develop and maintain a deep understanding of the LD portfolio to effectively address customer inquiries and concerns. Provide product information and guidance to sales, brokers customers as needed.
• Communication: create and manage communications with the sales managers, customer service, supply chain, brokers/customers. Document customer interactions and feedback for continuous improvement. Proactively communicate with customers regarding the status of their LD orders and any potential issues. Provide timely updates on resolution progress, ensuring transparency and customer confidence.
• Create a management process for LD to ensure a culture of constant improvement with LD commercial-supply chain coordination
• Internal LD lead: with regards to all future discussions regarding systems related to customer care coordination, ie commercial to supply chain

Forecasting:

• Challenge the LD Commercial team to utilize provided trend data to better forecast inventory levels to ensure 98.5% OTIF while minimizing/eliminating dump & downgrades.
• Forecasting: Help sales & supply chain implement forecasting models to predict product demand, market trends, and customer behavior. Will partner with senior management to align forecasting and customer care strategies.
• Analyze historical data, market dynamics, and external factors to refine forecasting accuracy.
• Cross-Functional Collaboration: Work closely with other departments such as Sales, Marketing, and Plants & Supply Chain to ensure alignment between sales and supply chain.
• Foster a collaborative culture that promotes information sharing and coordination across different functions.
• Strategic Planning: Contribute to the development of business strategies by providing insights derived from forecasting models and sales, brokers and customer feedback.
• Performance Metrics: Define and track key performance indicators (KPIs) for forecasting accuracy and customer care support effectiveness.
• Participate in regular meetings to discuss ongoing challenges and share insights for continuous improvement to the overall forecast.
• Demonstrate commitment to a safe working environment that promotes the health and wellbeing of all employees and that will further contribute to the Company's overall performance and success.
• Travel and/or extended or off-work hours may be required.
• This description reflects management's assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.
• To fulfill these responsibilities, tools such as a computer, phone, and/or allowance(s) may be provided.
• Reasonable accommodations may be made to enable individuals with disabilities to perform these Essential Duties and Responsibilities.

Requirements

From your STORY to ours

Qualified applicants will contribute the following:

Education & Experience

• Bachelor's degree required or the equivalent of 6+ years of experience in lieu of
• Preferred degree in Business Administration or Supply Chain Management
• Minimum of 5+ years of experience in customer service, sales support, and/or supply chain coordination
• Preferred experience in the FMCG realm, food & beverage industry a strong +

Skills / Abilities / Knowledge

• Strong organizational and multitasking abilities
• Excellent communication and problem solving skills
• Strong analytical mindset
• Leadership skills
• Proven track record in customer service management and forecasting
• A solid understanding of sales principles, customer service best practices, and supply chain management concepts