Core Accountabilities:

1. Create and implement a customer service strategy that is aligned with organizational goals and focused on our customer and consumer experience.
2. Develop and execute service offerings through business systems, business process, and collaboration with other operational areas.
3. Hire, develop and coach Customer Service Management team. Continually assess department structure and create opportunities for growth and succession planning. Lead Management team on the development and composition of skills required from all Customer Service Representatives.
4. Develop and implement order management processes and procedures to enable on time, in full, delivery of goods to all customers. Create and maintain order pool integrity reporting and deliver information to Sales and Senior Management.
5. Create and measure service standards and key performance metrics for customer interactions. Understand and apply industry standards to remain competitive and when applicable, create new service offerings and opportunities.
6. Collaborate with members of the supply chain community, including Product, Sourcing and International Logistics to validate the integrity of data used to manage customer expectations. Ensure the best possible information is provided to customers by advocating for current and accurate data. Measure the supply and demand match for order book in all markets in the Americas region.
7. Manage the flow and quality of demand to the Logistics Center. Partner with the Wholesale and Retail divisions on the management of outbound processing in all markets in the Americas region.
8. Effectively collaborate with the Logistics Center on capacity planning while understanding limitations, and their impact on order fulfillment, shipping and receiving. Create and manage pack and hold and early shipping strategies as demand and capacity fluctuate. Engage sales and customers when necessary to support strategies in all markets in the Americas region.
9. Manage key relationships with other operational areas of the business including Sales, Logistics, Sourcing, Product, Customer Financial Services, and Wholesale Finance.
10. Partner with Sales on the creation and roll out of seasonal sell in initiatives and pricing strategies that are customer focused and simple in delivery and execution.
11. Develop and implement reporting and communication tools to deliver order book performance information to critical areas of the business, including senior management.

Essential Knowledge:

• Bachelor’s Degree required, in Business Management preferred
• Proven success in leading a large team of Customer Service professionals
• Knowledge of Wholesale / Retail Operations
• Knowledge of order management and customer operations systems
• Knowledge of best business practices in customer service management
• Understanding of a finished goods supply chain operation