Supply Chain Customer Service Manager

hace 1 semana


Guanajuato, Guanajuato, México Wella A tiempo completo

About Wella Company

Wella Company is a leading beauty company that enables individuals to look, feel, and be their true selves. With a presence in over 100 countries and a family of iconic brands, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

The Role

We are seeking a Retail Customer Service Manager to lead all order management activities for Wella's Assigned Business Unit business. This individual will embody the Wella vision focused on meeting the end-to-end needs of our clients from the initial order placement to delivery and through the end of the cash cycle.

Key Responsibilities

  • Oversee the Assigned Business Unit team to provide best-in-class customer service across multiple customers and sales channels.
  • Drive increased fill rates and on-time metrics through collaboration with supply, demand, logistics, CPFR, and warehouse teams.
  • Ensure audit compliance and improve controls for key business practices.
  • Collaborate with finance and other supply chain functions to define and communicate month-end and year-end targets.
  • Define new and identify existing improvement opportunities for end-to-end order management and logistical processes, including generating SOPs, job aids, and trainings to guide and standardize work efforts.
  • Improve chargeback metrics, CDR's, and find improvement opportunities to chargeback and customer compliance programs.
  • Assist with promotional cycle management, pipeline orders, and other key customer strategic initiatives.
  • Develop strong partnerships with sales account owners and trade marketing to deliver month-end and year-end targets.

Qualifications

  • Bachelor's degree in Business Administration, Supply Chain Management, Economics, or related fields.
  • Knowledge of retail business partners, including Walmart, Target, Amazon, and other major retailers.
  • Previous management experience in supply chain or other relevant areas.
  • Strong SAP skills preferred, and Excel (pivot tables, formulas, functions) and general computer experience required.
  • Knowledge in supply network operations and the order-to-cash (OTC) process.
  • Ability to work under pressure, meet deadlines, and handle multiple projects simultaneously.
  • Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership.
  • Collaboration Skills: Ability to work collaboratively across different styles, develop strong partnerships, and work well with people not physically collocated.


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