Drive and implement a customer/consumer-centric strategy that ensures all requirements are met from time of initial order receipt until the product is delivered, positively impacting the workflow of customer service teams. Provide leadership and direction to the customer care teams.
Continually partner with our internal and external customers across all organizational levels to provide innovative supply chain solutions to maximize our goals of Safety, Quality, Delivery, and Cost.
Education: BA or BS in Business, Marketing, Operations, or related. MBA or Advanced Degree preferred.
Knowledge: End-to-End SC knowledge, call center/customer service workflows and metrics, SAP proficient, logistics and inventory allocation, sales/customer service partnership, customer compliance programs, budget creation and management
Experience: 10 – 15 years working in customer care/call center environments; 7-10 years of leadership experience
Competencies: Ability to translate corporate goals into operational excellence across all disciplines. Ability to mentor and motivate staff by providing the tools necessary for targeted performance goals and growth with the organization. Ability to effectively delegate. Maintain focus between costs and high service levels in an effort to deliver on both. Strong financial acumen, analytically oriented, and possess excellent written and verbal communication skills. Work across organizations to develop teams and drive actions and develops relationships at all levels within a customer’s organization.