Share this Job

Customer Collaboration Manager


Baltimore, MD, US

Req ID:  25203
Date:  Apr 7, 2021

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.



The Customer Collaboration Manger owns the Supply Chain Customer relationship and works directly with customers to define and implement mutually beneficial solutions between ASR and its identified customers. .  This associate manages a team of Collaboration Analysts, identifies opportunities for external supply chain partnerships and is accountable for improving total cost to serve through data driven insights and collaboration projects.

The successful candidate is adept at working directly with Key and Strategic Customers and works cross functionally with Customer Service, Sales and Supply Chain to build a formal collaboration program. The Collaboration Manager will build strong collaborative relationships internally and externally to continue to build the organization toward the Customer Service Vision Statement by being proactive and empowering our teams to find ways to collaborate as “best in class” within in the vendor/ supplier relationship continuum. The Collaboration Manager acts as the expert of and for key customers; and ensures the voice of the customer is heard internally. She/he has overall accountability for the Global Supply Chain and Customer Service KPI’s.



  • Accountable for Customer Service reporting and leading internal improvement of OTIF delivery to key customers
  • Works with key customers to develop and implement solutions to proactively deliver data driven insights based on KPI’s
  • Manages internal cross-functional implementation of these solutions as the main liaison between customer, sales and operations.
  • Works closely with internal colleagues to identify supply constraints and provide pragmatic internal and external solutions to meet real demand and drive savings in Supply Chain relationships
  • Performs in depth analysis of customer data on orders, volumes, deliveries and patterns to help propose and implement improvements to customer service
  • External collaboration with key customers on specifically agreed projects to support making ASR the supplier of choice for customers and specific initiatives such as agree sales forecasts, stock plans for standard and promotional products, continuous replenishment and communicate performance KPIs etc.
  • Develops expertise in product portfolio of key customers
  • Seeks out and understands best practices and benchmark our performance against the best suppliers to each market segment
  • Active internal communication of customer priorities to ensure the right activities are implemented internally to deliver consistently and robust service during times of normal and constrained supply
  • Excellent problem solving ability to identify and manage risks, provide cost effective and pragmatic supply solutions
  • Communicates Customer Service strategy with Sales, Supply Chain, Finance and Operations colleagues
  • Builds Collaboration team within Customer Service
  • Develops collaboration play book for customer service, including processes, reporting and analytics
  • Reports on collaboration benefits with Key customers



  • 8+ years previous customer supply chain / sales experience in a challenging environment
  • 8+ years Sales or Supply Chain experience in a dynamic multinational production company
  • 5+ years working with internal and external customers
  • 4+ years of working with major US Grocery companies



  • BA/BS required



  • Customer Collaboration Analysts



  • Self-starting and highly proactive.
  • Strong relationship builder with good influencing skills and the ability to create customer centric collaborative plans.
  • An ability to learn quickly and work cross functionally with people at all levels of the ASR Group and the customer organisation.
  • Ability to carry out the long-term strategic management of an account coupled with the ability to multi task and prioritise to meet tight deadlines.
  • Strong analytical and project management skills – can carry out root cause management to improve customer service level
  • Continuous improvement mind set
  • High level of computer literacy (particularly Excel and SAP)
  • FMCG/ CPG commercial understanding and attitude / approach
  • Ability to prioritise and allocate time effectively



  • Baltimore, MD



Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

Nearest Major Market: Baltimore