Supervisor Carrier Services Salty

Position Title: Supervisor Carrier Services Logistics        

Reports to Title: Manager Customer Service      

Dept / Function: HBP    

Location: Guadalajara, Jal.

Summary:

Optimize the CS Logistics processes, through the construction of a professional and high-performance work team that continuously seeks to increase levels of productivity and efficiency through adherence to productivity and service indicators, root cause analysis of issues, implementation of action plans for operational problems. Understand, maximize and improve all refusals, over, short, damages, carrier claims, transportation accessorial management and OSD dispute management processes for the US and Canada business. Demonstrate effective communication, attention to detail, negotiation, solving problem thinking, and demonstration of all Hershey values. Proactively take the lead on any situation above, follow best demonstrated practices to ensure the best execution of daily activities.

Major Duties/Responsibilities:

• Coordinate and ensure the accurate execution of the CS Logistics end to end processes to support and maintain monthly required results related to the Carrier Services Team. The end-to-end responsibilities include:
• Review and resolve of any delivery issue when a carrier arrive at a customer’s location (OSD and Refusal process)
• Negotiation and Disposition of refused/damaged products as orders are being delivered with Carriers and internal teams
• Creation of credit/debits to customers if needed due to overages, shortages and damages that are posted in the portal throughout the day for disposition
• Managing transportation accessorial fees approvals for outbound shipments
• Disposition/reporting of third-party carrier accidents as orders and STO’s are being delivered
• Communicate to Carriers their freight claims and meet monthly with the Carrier Service Manager to review outstanding claims
• Monitor and resolve accordingly open disputes in High Radius related to H15 coded (Refusals, redeliveries, Overs, Shorts and Damaged) 
• Monitor open and collection of freight claims
• Monitor and assure pool carrier product returns and the fumigation process to credit the Customers
• Carrier tendering and follow up for Customer Returns
• Build and maintain a work team with qualified, professional and high-performance personnel, through the recruitment and development of personnel based on training, coaching, mentoring.
• Permanently maintain a backup plan that generates learning for new accounts / clients, development of new skills and versatility in the administration and involvement of team members in special projects.
• Lead the development and participate in the delivery of training materials for CS Logistics personnel or other areas within the company that favor the achievement of objectives by understanding the processes.
• Interact positively and constructively and represent the Carrier Services Team throughout all processes to streamline productivity and cost by providing outstanding customer service.
• Lead and organize continuous improvement workshops with the purpose of strengthening relationships, solving problems, clarifying instructions and participating / leading in special projects with the areas that participate across the carrier services processes.
• Initiates and demonstrates leadership within the CS Logistics Team as well as within multidisciplinary work teams to streamline operational processes.
• Perform regional project management role for CS Logistics processes and super user role for CS Logistics operation to support S/4 implementation as well as system and process changes adoption for legal and countries compliance.

Skills and abilities required:

• Computer skills including data entry, PC, Windows, database, and spreadsheet techniques.
• Understanding of Electronic Data Interchange and related transactions.
• Understanding of Logistics information systems and system handoffs (i.e., SAP, Transplace)
• Understanding of warehouse operations
• Understanding of carrier operations.
• Analytical/math and problem-solving skills.
• Order to Cash process knowledge, understanding of related transactions, policies and guidelines, and performance measurements.
• Understanding of customer operations and customer requirements.
• Attention to detail.
• Interpersonal communication skills, relationship management, and collaboration skills
• Understanding of product line and related Logistic product characteristics.
• Understanding of customer groups and unique requirements such as in-bound distribution.
• Ability to make effective cost vs. service decisions.
• Ability to prioritize many tasks and decisions.
• Attention to detail
• Fluent english
• Strong follow-up skills
• Strong initiatives
• Adaptive to fast and continuous change
• Strong oral and written communication skills
• Analytical / math and problem solving skills
• Ability to prioritize many task and decisions
• Interpersonal communication skills, relationship management and collaboration skills.
• Strong analytical and problem solving skills
• Effective influence others
• Approachability & responsiveness
• Novel & adaptive thinking.
• Develop self & others

Education:      

Bachelor’s degree in Economics, Marketing, Logistics, Communication, Business or related field.

Experience:    

Minimum of 4 years’ experience in Customer Service, Logistics, Accounting, Deductions, Supply Chain, or related field.

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