Lead NA Customer Experience Representative

JOB RESPONSIBILITIES:

Responsible for a team of nine, which consists of three FTE and six Contractors. This includes managing the team and performing performance reviews for the FTE

Responsible for the Product Supply relationship with all Business Segment customers with an emphasis on assigned segments and developing strong relationships in a proactive, intentional way

Analyze account history and develop operational plans in conjunction with Key Account Leads to create mutually beneficial approaches that support and influence the accounts behavior for the achievement of business targets

Implement continuous improvements in operational efficiencies and customer experience and influence.

Account adoption of new processes tools and systems

Manage all order management activities from order creation (including promotion of product substitutions and upsells), product allocations, backorder management, delivery management and invoicing while providing constant communication with accounts for order status, supply availability and timing

Manage all order management activities and communications associated with complaints, errors and returns including analysis, investigation and resolution

Be accountable for ensuring account structure and relationships are properly maintained in systems

Identify and deliver cross functional solutions to achieve operational excellence within Product Supply processes that can be shared with customers to enhance their business

Understand regional supply strategies and partner cross-functionally to optimize orders, manage product allocation plans and deliveries while driving marketing programs, business targets and operational needs

Seek customer feedback to track satisfaction level and identify solutions where there are gaps

Ensure accuracy in pricing, credit management, regulatory compliance and program requirements through detailed analysis, research and management of order blocks

Responsible for identifying & delivering cross-functional solutions to achieve Operational Excellence

Stimulate efficiency of order management, support regional & brand standardization for transactional and support processes

Maintain knowledge and expertise necessary to support all Business Divisions and provide support and back-up for the entire Customer Service organization

Collaborate with contractor team members for training, transactional execution and support

REQUIRED QUALIFICATIONS:

10+ years of overall supply chain or customer service experience in lieu of degree

Associate's Degree 3 to 5+ years of overall supply chain or customer service experience OR

Bachelor's Degree 1-3+ years of overall supply chain or customer service experience

Self-motivated, results oriented with a process improvements mindset able to work independently with minimal supervision

Works well in a team environment to achieve common goals & has ability to provide guidance & direction to others to achieve results with some supervision.

Excellent customer service & influencing skills with very strong written and verbal communication skills

High agility in a fast paced environment will ability to effectively work in a matrix environment

Problem solving and decision making ability based on data and analytical prowess

Key Competencies: customer focus, collaboration, negotiation, relationship and conflict management & critical thinking

EOE/F/M/Disability/Veterans