Requisition ID: 262162
Locations: Charlotte
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Job Overview
The Customer Operations Manager partners closely with Customers, the Customer Management Team, and Sales & Service teams to identify opportunities to enhance customer service and reduce friction at the store level. This role owns the operational relationship with customers, collaborating to execute joint business plans and unlock customer value and growth through best-in-class service and operational excellence. The Customer Operations Manager works with multiple internal and external stakeholders to identify root causes and adjust processes, tools, or expectations as needed. This role also partners with customers to establish and roll out new routes to market, such as Computer-Assisted Ordering and other operational initiatives.
Duties & Responsibilities
• Conducts regular customer visits in order to establish partnerships, understand processes, and identify gaps based on feedback from customers, create solutions to improve the customer experience
• Partners with customers to develop and implement technology strategies including warehouse processes, route to market processes, computer-assisted ordering, etc., to improve operating efficiencies, streamline business processes and enhance the customer experience
• Analyzes field and customer opportunities; formulates strategies around performance improvement, resource development, operating efficiencies, and compliance. Ensures all operations are carried on in an appropriate, cost-effective way
• Partners cross-functionally with leaders in the corporate office and the field to identify performance gaps, leverage data to improve customer service, and collaborate on process improvements
• Reports on and shares results from partnering with cross-functional leaders and with customers to support informed decision making
• Develops field training opportunities and efficiencies; partners with field leaders to implement training and to track impact and results
Knowledge, Skills, & Abilities
• Complex problem-solving skills
• Advanced influencing skills
• Strong presentation skills
• Basic project management background
Minimum Qualifications
Knowledge acquired through 3 to up to 5 years of work experience
Preferred Qualifications
Bachelor's degree (4 years in General Business, Finance, or Accounting)
Work Environment
Office environment
Up to 30% travel required
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