Manager, Customer Order Solutions

At McCormick, we bring our passion for flavor to work each day. We encourage growth, respect everyone's contributions and do what's right for our business, our people, our communities and our planet. Join us on our quest to make every meal and moment better.

Founded in Baltimore, MD in 1889 in a room and a cellar by 25-year-old Willoughby McCormick with three employees, McCormick is a global leader in flavour. With over 14,000 employees around the world and more than $6 Billion in annual sales, the Company manufactures, markets, and distributes spices, seasoning mixes, condiments and other flavourful products to the entire food industry, retail outlets, food manufactures, food service businesses and consumers.

While our global headquarters are in the Baltimore, Maryland, USA area, McCormick operates and serves customers from nearly 60 locations in 25 countries and 170 markets in Asia-Pacific, China, Europe, Middle East and Africa, and the Americas, including North, South and Central America

Position Overview

This position has responsibility for managing the Customer Order Solutions area for either Consumer or Flavor portfolios within the Customer Service organization. Responsibilities include managing, executing and administrating the strategy and operations for this department, as well as driving efficient practices to optimize and streamline processes and monitor/measure activity to ensure customer service levels are meeting business unit objectives. This position facilitates and provides leadership with regards to communications between business partners, ensuring operational execution and overall leadership to a specific portfolio of customer service personnel. This role is expected to communicate key findings and observations within the organization that supports executive decisions.

Key Responsibilities

• Develop and maintain metrics and reporting to ensure consistent performance attainment. Manage customer order solutions activities to ensure the execution of business unit and/or customer specific service levels. Analyze and present critical risks, opportunities and other findings to senior leaders for executive action. Contribute to month end/quarter close activities as required.
• Utilize critical thinking to draw upon professional experiences, market and industry knowledge, data, intuition, and then applies in decision making and direction setting. Provide oversight and support for problem solving, issues resolution, process improvement, and project support. Recommend, develop and implement programs and procedures governing the way customer service activities will be conducted. Identify and communicate potential solutions to anticipated risks and suggest potential responses, actions and resources required that might mitigate these risks or otherwise prepare the organization for the impact.
• Provide leadership, support and training opportunities to develop customer order solutions personnel.
• Set annual goals and provide strategic planning to achieve departmental and functional goals that are aligned with business partner objectives. Regular monitoring and assessment of goals execution.
• Act as liaison between the Customer Order Solutions organization and business unit leadership personnel within the Sales / Supply Chain organizations.

Required Qualifications

Level of Education and Discipline

• Bachelor’s Degree in Business, Supply Chain or related. 10 years of experience in lieu of degree.
• Possesses expertise in business environment
• Capable for making business driven decisions under high pressure or in sensitive situations
• Demonstrated problem solving skills
• Worked under aggressive deadlines
• SAP experience preferred

Experience - functional/industry/commercial knowledge, business acumen

• 12+ years Business experience required in Customer Service, Supply Chain (preferred)
• 2+ years supervisory experience (required) with leading and developing dynamic work teams or proven experience with leading initiatives that required leadership skills
• SAP/ERP working knowledge (preferred).
• Knowledge of Manufacturing processes, inventory management, warehouse and distribution.
• Knowledge of the region-specific customer base for Food Away from Home, Flavors or Consumer segments

Interpersonal Skills - leadership, interactions, communication, influence

• Excellent interaction, relationship management and customer service skills. Ability to work with internal and external customers to resolve issues and achieve positive outcomes.

• Excellent negotiation and communication (both oral and written) skills with demonstrated ability to present and sell ideas to others

• Excellent teamwork and ability to work effectively across business functions/ GBS teams.

Regular interaction with internal customers including Directors with Sales, Finance and Supply Chain. Daily interaction with business partners: Sales, Supply Chain (Demand/Supply representatives) within Plants, Distribution Centers, Quality, Global Business Solutions and Pricing, for ongoing communication and alignment.

• Ability to build trust & maintain strong working relationships with all Business Partners and GBS team members. Influential relationship skills at all levels and the ability to use these relationships to deliver service improvements

• Ability to solve complex business problems with incomplete or ambiguous information.

• Strong team management skills and ability to lead crucial conversations with employees

At McCormick, we have over a 100-year legacy based on our “Power of People” principle. This principle fosters an unusually dedicated workforce requiring a culture of respect, recognition, inclusion and collaboration based on the highest ethical value