THE COMPANY

Our client is a personal care brand.

THE POSITION

The Senior Manager of Customer Service is responsible for the end-to-end performance and execution of incoming customer orders while managing the activities relating to the delivery of effective customer service. The individual acts as the liaison to cross-functional teams and the customer to optimize case fill for customer orders; ensures on-time delivery of shipments and delivery timing for written orders; and addresses product availability and supply constraints.

ESSENTIAL DUTIES & RESPONSIBLITIES

• This is a customer-facing role that focuses on the management of supply chain relationships with key customers and service providers to optimize customer satisfaction and expectations.
• Work with logistics, warehouse, sales and planning to identify possible improvements and drive toward flawless execution for order to cash cycle.
• Lead daily inventory calls and be the primary owner of follow ups while constructing root cause analysis and creating risk mitigation initiatives.
• Own and manage the allocation process based on customer team feedback and supply chain outlook.
• Ensure validation and execution of orders for quality data including product files, master and customer data, pricing discrepancies, order date alignment for truckload consolidation, etc.
• Utilize data analytics tools to generate insightful reports on key performance indicators (KPIs) and business metrics.

• Bachelor’s degree in supply chain management, logistics, engineering with seven-plus years of experience in planning, logistics, operations, manufacturing and / or customer service.
• Retailer replenishment and supply planning experience.
• Related experience in customer service with knowledge of data, systems and ability to analyze info and trends to make recommendations.