Customer Operations Leader

Palatine, IL

Apply Now


The Customer Operations Leader is responsible for providing end to end logistics solutions and delivering exceptional customer engagement and overall supply chain customer services. This individual will be accountable for the overall customer service, the customer dashboard/scorecard performance, cost to serve, logistics productivity solutions, alternative and best cost to deliver proposals, and overall customer advocacy and engagement. This position is highly visible and will partner with internal sales leadership to provide best customer delivery solutions, new product launch, inventory management, ordering effectiveness and efficiency.

Essential Duties and Responsibilities

  • Order entry, EDI Management, and order maintenance for Domestic Retailers.
  • Maintain Customer Masters, on boarding process, pricing, contracts, customer requirements and sales deals along with MAP violation maintenance.
  • Create and Distribute open order and backorder reports to our customers, MFG Reps offices, Sales department and upper management to ensure all disciplines have up to date information in regards to domestic sales orders, pipe fills and promotions.
  • Supports the attainment of monthly order shipping & sales budgets and latest target estimates.
  • Serves as the primary point of contact for Sales, Operations, Planners, Retailer Partners and Distribution for all retail order management, account validation & integrity within the system, launch and promotional program allocations, and new door openings.
  • Maintain knowledge on all current and discontinued products to provide optimal customer service.
  • Delivering on the promise to achieve customer service expectations on overall cost, unit fill rate, and on time delivery performance
  • Executing best value supply chain initiatives and practices to achieve best cost to serve the customer programs
  • Engages at the customer level on customer service opportunities and initiatives, manages customer compliance programs, offer solutions to achieve expected service levels
  • Aligns and coordinates internally with Inventory planning, Distribution operations, and logistics group to achieve customer expectation service
  • Advocates and supports customer delivery requirements including new product launch, special product promotional quantities, and direct to customer shipping opportunities
  • Creates and manages best ship method and location proposals and executes to internal and customer expectations
  • Reports monthly on end to end cost, service and customer compliance scorecards and dashboards
  • Monitor and coordinate proactive solutions to third party carrier performance and service levels.

Education and/or Experience

  • Bachelor's Degree in Supply Chain Management or Business Administration
  • 5-10 years of experience in a fast paced consumer products company in a customer engaging supply chain performance and leadership role

Apply Now