Your Role:The US Customer Experience (CX) Strategy and Implementation Advisor owns the overall customer experience strategy to support the U.S Affiliate. This role also manages the planning and integration of Customer Experience projects/initiatives in alignment with Customer Service teams and key stakeholders. The role works closely with the U.S. Farm and Pet Health business units to translate business requirements into logistics models (warehousing, transportation) that deliver critical customer needs.
Your Responsibilities:- Responsible for overall Customer Experience strategy for US Affiliate Customer Service, Warehousing, and Transportation.
- Convert US CX Lead Team strategies into implementation through highly cross functional partnerships internal and external
- Develop key performance metrics (internal and external), lead indicators, and timelines.
- Implementation of projects/initiatives that enable CX strategy.
- Lead root-cause analysis and business process reviews to identify efficiency gains and/or opportunities for innovation.
- Attends Lead Team meetings to provide input on CX initiatives and remove
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- Owns relationship with Elanco Logistic Service Providers (Warehouses, Less Than
- Truckload carriers, Truckload carriers, Small Package providers, Cold Chain Packaging vendors) including day-to-day oversight and improvement opportunities.
- Works closely with Truckload, Less Than Truckload, Freight Forwarders, UPS to identify least cost mode of transport of finished product to first paying customer.
- Responsible for compliance with Distribution Quality Agreements, contracts, cost
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- Monitors and identifies any trends in issues/errors to customers and making necessary changes to improve the overall customer experience.
- Support Procurement with negotiation of any new Logistic Service Providers impacting North America.
- Monitors performance of Logistic Service Providers and leads Quarterly Business Reviews assessing overall performance.
- Affiliate resource and liaison for regulatory, quality and manufacturing for any source, packaging or label changes.
- Oversight and tracking of U.S. Affiliate COPS budget working closely with U.S. Affiliate Finance for invoice approval, purchase order setup and freight payment issues
- Responsible for developing logistics models to support the growing needs of the direct
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- Responsible for investigation of new warehouse opportunities, opening, closing of warehouses
- Responsible for metrics and reporting for Order to Cash, obsolescence, On Time In Full, credits, returns and inventory value
- Tracks picking errors, cycle count adjustments and identifies root causes and corrective actions
What You Need to Succeed (Minimum Qualifications):- Education: Bachelor's degree, Business/Supply Chain.
- Required Experience: Five years of experience in Distribution/Operations, Supply Chain or Customer Service.
- Five years of SAP experience with inventory management, product flow, replenishment, forecasting/APO, purchase orders, stock transfer orders
- Experience working in an environment governed by GMPs (Good Manufacturing Practices) and other regulations such as Sarbanes Oxley
- Power user with SAP/WM/O2C systems
Additional Information:- Location: Indianapolis, IN Global HQ (Hybrid environment)
- Some travel required
Elanco Benefits and Perks:We offer a comprehensive benefits package focusing on financial, physical, and mental well-being while encouraging our employees to pursue our purpose! Some highlights include:
- Multiple relocation packages
- Two weeklong shutdowns (mid-summer and year-end) in the US (in addition to PTO)
- 8-week parental leave
- 9 Employee Resource Groups
- Annual bonus offering
- Flexible work arrangements
- Up to 6% 401K matching
