Job SummaryThe jobholder will plan, organize, control and coordinate the customer service organization for a specified channel. This includes training and development of direct reports, account planning, decision support, policy interpretation, short- and long-range business development, issue resolution and strategic planning related to internal and external customer activities. Manage OTC activities related to VMI, EDI, order management, customer account analysis, and administrative processes.
Duties and Responsibilities- Provides strategic and tactical leadership within assigned Customer Channel, focusing on growing profitable volume and share while delivering superior customer service.
- Applies proactive and innovative leadership to supply chain opportunities for order management.
- Maintains key top-to-top relationships with customers to enable effective and cost-efficient customer service plans and programs. Cultivate strong business relationships with customers as a means of leveraging preferred supplier status.
- Provides leadership to teams to achieve superior business results.
- Communicates customer service programs, objectives, and expectations at all levels of the business.
- Provides timely and meaningful business assessments to management.
- Capitalizes on opportunities through leadership in team building, customer relationships and sales partnership.
- Provides leadership to resolve escalated internal and external issues. Serves as primary interface with manufacturing, logistics, supply planning, operations, and sales management as well as customers.
- Maintains customer and market expertise to effectively manage account planning within assigned channel.
- Develop and monitor processes for team to limit and dispute customer deductions.
- Create a culture of focus on improving and maintaining industry standard levels of OTIF.
- Applies training and coaching skills to ensure successful team development.
- Active in recruitment and hiring of new personnel.
- Leads Performance Management and development of SMART Goals with direct reports, as well as providing input regarding performance management across the entire Customer Service organization.
- Supports and implements all customer service policies, practices, and procedures.
Knowledge, Skills, and Abilities- Bachelor's degree preferred; additional experience may be considered in lieu of degree.
- 5+ years of supply chain experience required, preferably customer-facing.
- 3 to 5 years of experience in leading and developing teams.
- Strong leadership skills with ability to work in a fast paced, high-pressure environment.
- Well-developed business acumen.
- Ability to multi-task and oversee numerous assignments simultaneously.
- A process thinker with problem solving skills to boost productivity and exceptional service.
- Customer centric with a professional, positive, and enthusiastic attitude.
- Strong organizational skills combined with the ability to take initiative.
- Excellent communication skills including verbal, written as well as listening.
- The ability to integrate, work and lead effectively with others in a changing environment.
- Advanced knowledge of computer applications such as SAP, Word, Excel, Microsoft Outlook.
- Ability to influence and negotiate with both internal and external customers.
- Strong interpersonal and collaboration.
- Able to form, foster, and maintain strong, positive, business relationships across multiple units and sites.
- Has the ability to demonstrate confidence and interact with all associate levels while fostering an inclusive culture.
