EndereçoSummary• Handle the overall responsibility for managing customer relationships with our wholesale customers and our owned retail, delivering service solutions, and ensuring customer satisfaction.• Develop strong internal relationships with key cross functional partners, including – sales, logistics, billing, and the credit and receivables team.
Requirements• Managing order book integrity and using available inventories and order demand to maximize and complete shipments.• Ensure all order management disciplines are carried out according to agreed SLA/KPI’s and in line with financial and SOX policies.• Deliver the best customer service to our accounts; stores and business partners; and providing solutions to delivery conversion obstacles.• Drive “Proactive Order Management” processes with focus on allocation monitoring, identification of product issues including inventory shortages, customer expected price discrepancies and order dilution control.• Drive, develop, implement, and maintain standardized order management reporting that enables proactive order management.• Identify obstacles to shipments and manage resolution through retained/outsourced vendor teams.• Ensure full compliance to both internal and external audit obligations.• Support the process and flow of new account/store set up and customer master changes in line with legal compliance requirements.• Identify bench strength for key positions and ensure individuals are identified and developed. Analyze skill gaps across regional teams and work with HR and direct reports to develop needed training programs.• Manage the outsourced partner to ensure all Order Management and Consumer Service KPI’s & SLA’s are met while ensuring vendor compliance requirements are maintained.• Manage the relationship with the outsourced partner to ensure collaborative partnership in achievement of US and Canada business goals.• Review annually (at a minimum) the process and controls documentation; ensure the relevant risks are mitigated.• A bachelor’s degree is preferred and a minimum of 10 years’ experience in Customer Success management or similar experience within a large global company.
