Description:
As Director of Customer Operations, this role will focus on customer operations channels regionally. Through strategic vision and execution, the Director will plan, coordinate, and control the activities of the Customer Service Engagement Teams to deliver on customer requirements and expectations, and enhance the customer experience. In addition to proactively delivering sustainable process improvements and best in class service, cost reductions, and driving working capital metrics this will role is responsible for developing standardization of business processes while driving growth with the customer channel and overall organization. The Director, Customer Operations will work collaboratively proactively with the Customer Commercial Teams, Internal Controls, and functional support teams, to improve process data quality across our customers and greater organization.
How will you create impact?
- Proactive Direction and management of the order fulfillment process, to achieve top tier customer service and satisfaction, and achieve best in class customer scorecard metrics
- International responsibilities including accountability of regional associates
- Oversee all vendor agreements and New Vendor contracts to ensure Spin Master's Supply Chain Is positioned to deliver without incurring chargebacks. Responsibility Includes finding and fixing operational issues between Spin Master 3PL's. Contest chargebacks to drive cost savings
- Actively drive seamless order execution through the reduction of ‘touches’, order cycle time, effective management of order incompletions (holds) and proactively work with cross-functional partners to root cause data errors impacting order processing
- Escalate/communicate, and execute in solving service Issues to internal and external stakeholders on a timely basis with fact-based root cause analysis to drive corrective actions
- Lead monthly, quarterly audits for the function to ensure requirements are met
- Develop the achievement and maintenance of agreed customer service levels and standards, including all vendor routing and execution requirements
- Partner with Supply Chain peers to resolve issues, determine root cause and identify ways to improve to ensure top performance with customer and proactively mitigate non-compliance charges
- Initiate and maintain regular dialogue and follow-up with key internal and external stakeholders (e.g., Credit, Planning (Supply and Demand), Logistics) to resolve and prevent issues and to enhance overall customer service and company objectives
- Work collaboratively proactively with our commercial teams to find opportunities to improve the process data flow between our customers and Spin Master
- Define and execute productivity KPI’s across organization and greater supply chain team
- Conduct regular 1:1 sessions with direct reports, Commercial VP’s, to ensure continuity of performance and drive customer results
- Comply with all company policy and procedures and make recommendations for improvements
- Drive strong employee engagement through meaningful initiatives
- Cultivate and maintain positive relationships with customers and internal stakeholders
What are your skills and experience?
- CPG/Retail Supply Chain with management work experience
- Experience with a Tier 1 ERP system (s4 Hana/SAP) required
- Has worked on a business with global or regional exposure. Demonstrates an understanding of differences between countries and cultures
- Leadership experience including supervision of direct/indirect reports
- PL/budget experience