Customer Solutions Lead

OVERVIEWPerfetti Van Melle (makers of Mentos and Airheads!) is one of the world's largest manufacturers and distributors of confectionery and chewing gum with global brands that are being enjoyed in more than 150 countries worldwide. We’re currently seeking a passionate and enthusiastic Customer Solutions Lead to join our Supply Chain team.WHAT YOU WILL DOThe Customer Solutions Lead is responsible for overseeing the day to day activities for their assigned team of analysts dedicated to a specific customer channel in order to enhance partnerships within the customer base and improve Customer Service Metrics. This role will be responsible for developing new policies or procedures to improve the quality of service provided while ensuring existing policies and procedures reflect current ways of working.Additional responsibilities include:Coordinate with other departments to ensure that customer service issues are resolved quickly and efficientlyOrganize and conduct training sessions for new employees on department policies and procedures as outlined in the team member onboarding guideMaintain and communicate service metrics to leadership team, and make recommendations for improvement where neededRecommend and implement process improvement ideas to increase efficiency and effectiveness of assigned teamEstablish goals, plans and assignments for each team member to complete annually and reviewed during monthly 1:1 meetingsManaged assigned book of customers with high quality customer serviceWHAT WE NEED FROM YOUMinimum 2+ years experience of Customer Solutions or related role.Strong SAP experience required, S/4HANA experience strongly preferredDemonstrated leadership skills with the ability to provide coaching and support to their teams while managing their own book of customer accounts.Effective communication, written, verbal, and interpersonal with both internal and external stakeholders.Strong problem solving skills with the ability to resolve customer issues quickly while also motivating their team to provide excellent service at all times.Solid understanding of customer service processes in FMCG Retail and Wholesale space.Ability to enhance partnerships with customers to enable business growth.Good business and financial acumen.Development and analysis of process/business scorecards to leverage data and KPIs to drive business improvements.Ability to travel up to 10% of the time to interact with key customers.WHAT WE OFFERAt Perfetti Van Melle, we have a core value of Care For Our People and we are proud to offer benefit programs that support our team members' goals and well-being including:PTO package including vacation, sick, personal, and pay it forward time off13 paid holidaysAnnual Bonus potential and merit-based increasesModest monthly candy allotment (Airheads, Airheads Xtremes, and Mentos)Medical, Dental and Vision coverage with low premiums and incentivesHSA or FSA options401k with Company Match up to 8%, ranking in the top 1% of the countryWell-being subsidy up to $500 AnnuallyMaternity & Paternity leave optionsLife & AD&D insuranceShort-Term and Long-Term DisabilitySam's Club or Costco annual membership reimbursementTuition Reimbursement ProgramService AwardsJoin a 2024 NKY Best Workplace by applying today!Perfetti Van Melle, USA is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.