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- 4-7 years of experience in customer service management (other supply chain experience welcomed).
- Proven track record in resolving and reducing customer complaints and meeting customer service level agreements.
- A bachelor’s degree in supply chain, operations management, or logistics is highly preferred.
- Customer service, planning, and transportation experience.
- Working knowledge of MS Excel, Access, Power BI, or other similar data analysis programs.
- Knowledge of order fulfillment using an ERP.
- Ability to solve complex problems and work in a “fluid” planning environment.
- Willingness for minimal travel to support customer service and planning functions.
- Develops and directs objectives, policies, and processes regarding all customer service functions in the US.
- Work with team to optimize the supply network across US service centers for all supply chains (products), customers, and transportation.
- Will transform the organization from a current manual and spreadsheet system to our new Microsoft Dynamics 365 ERP system.
- Manage a team whose primary responsibility is to work with our customers on all aspects of customer service, ensuring the highest level of service across all supply chains.
- Work with Director Logistics and Vice President Supply Chain, department leaders, and planning employees to optimize the customer service functions across the US service centers.
- Translate supply chain customer service strategies into operational goals with visible metrics.
- Develop annual planning budgets.
- Monitors and controls all expenses/operational costs.
- Improve customer service quality by studying, evaluating, and re-designing processes, establishing and communicating service metrics, and monitoring and analyzing results.
- Design and implement customer service initiatives that assist in improving overall customer service rankings and execution.
- Manage a team of direct reports, including assigning work, managing/reviewing job performance, developing careers, etc.
- Coach, motivate and encourage self-development for all team members driving engagement and organizational health.
- Collate and analyze data to identify strategies for improvement of service and productivity.