Customer Service Supervisor

Arconic is currently in search of Customer Service Supervisor to join our Rolled Products North America (RPNA) team based out of Lancaster, PA.

At Arconic, we take pride in our work and our innovative products and technologies that advance sustainable solutions for a better world. We strive to create a safe, inclusive, and collaborative workplace with competitive benefits, development opportunities and a culture that values and rewards employees on all levels of the organization.

Job Description

Arconic serves the aerospace, automotive, packaging, building and construction, commercial transportation, and industrial markets, bringing design, engineering, production, and other capabilities of Arconic's businesses as a single solution to customers. RPNA is a business unit within Arconic that focuses on the production and sale of specific flat-rolled aluminum products, primarily sheet and plate products used in the manufacturing of commercial airplanes and automobiles. Under the direction of the VP, Customer Service / S&OP RPNA, the Customer Service Supervisor is accountable for leading and managing the Automotive & Brazing market-based team of Customer Sales & Service Representatives (CSSRs) within the RPNA Inside Sales Organization. This position is also accountable for facilitating a direct link between the commercial organization and the manufacturing system at the location of the position. This linkage involves demand management and its associated processes, i.e. the matching of customer demand and location capacity via the execution of the order demand plan for volume and mix. This is achieved by coordinating customer demand within the defined total availability by allocated flow-path, communicating gaps, and developing action plans to address these gaps via the defined Sales and Operations Planning process. As such, this position is responsible for helping develop, deploy, and achieve measurable performance objectives which link the Inside Sales and planning processes to the RPNA Business Unit plan. 

Primary Responsibilities

• Leading and managing the Inside Sales Organization within the structure of the defined unit. The expectation is to deliver distinguished customer service that exceeds the needs of our customers and creates competitive advantage to our business. This includes all aspects of people management and development, cost control, customer service, and appropriate standard operating procedure creation and adherence. 
• Specific to the Automotive and Brazing markets, the supervisor leads the CSSR team in daily management of customer vendor managed inventory (VMI) programs to ensure target inventory levels are established and follows business process documents for communication and actions for customer changes in forecast that lead to over pulls and under pulls to their forecast. The supervisor must have a clear understanding of reporting information and CSSR requirements related to the analysis of VMI in the AS400. 
• The Customer Service Supervisor must implement and stabilize vendor managed inventory (VMI) and Order Management processes to ensure customer requirements through Make to Ship, Trials and VMI are achieved. Building connections with Accounting, Supply Chain Management, Quality, Outside Processors, Production Departments, and IT are required to enhance and establish processes. 
• Coordinating the administration associated with the customer relationship such as credit holds, shipping releases, accounts receivable items, sales order acknowledgments, as well monitoring of “make-and-hold” or other commercially driven finished goods. This also includes the audit systems of these processes to ensure they meet internal and external standards/rules.
• Monitoring our demand management system. This includes input on the development of processes, standard operating procedures, and linkage to manufacturing. Weekly analysis and follow- up with the commercial organization to ensure appropriate matching of available demand and capacity to meet and exceed our business plan (volume and mix). Close coordination with all disciplines is required as well as excellent system view and problem solving skills.
• Soliciting and acting upon specific feedback to improve linkages with customers, engaging in cross-functional teams, and provide assistance as appropriate. The Supervisor must establish rapport with Marketing Representatives, Account Managers, and CSSRs.  

Basic Qualifications

• Bachelor’s degree in finance, accounting, information systems, industrial engineering, supply chain management, or business administration degree from an accredited institution
• 5 years of related experience, including experience in a complex & analytical role in a manufacturing industry 
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
• This position requires access to controlled technology, as defined in the Export Administration Regulations (15 C.F.R. §730, et seq.) and/or the International Traffic in Arms Regulations (ITAR). Authorizations from the relevant government agency may be required to meet export control compliance requirements.

Preferred Qualifications

• Quantitative skill-set with demonstrated ability to work in a fast-paced, complex environment
• Strong attention to detail
• Comfort using multiple complex computer systems simultaneously
• Comfort analyzing data from multiple sources in multiple formats
• Ability to utilize data to draw business-level conclusions with a focus on driving high-level decision-making
• Prior experience leading others, either in the capacity as supervisor, or on a project-based team
• Prior experience leading change through broad, multi-department process management