Supply Chain Customer Service Director

hace 5 días

Guanajuato, Guanajuato, México Wella A tiempo completo
About the Role

We are seeking a highly skilled Retail Customer Service Manager to lead our order management activities for Wella's Assigned Business Unit business. This individual will be responsible for managing a team of 4 individuals to provide best-in-class customer service across multiple customers and sales channels.

Key Responsibilities
  • Oversee the Assigned Business Unit team to 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, including defining and communicating month-end and year-end targets.
  • Collaborate with finance and other supply chain functions to identify and implement process improvements for end-to-end order management and logistical processes.
  • Develop strong partnerships with sales account owners and trade marketing to deliver month-end and year-end targets.
  • Improve chargeback metrics, CDR's, and find improvement opportunities to chargeback and customer compliance programs.
Qualifications

Essential:

  • 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 and Excel (pivot tables, formulas, functions) and general computer experience required.
  • Knowledge in supply network operations and the order-to-cash (OTC) process.

Desirable:

  • Entrepreneurial and critical thinking in a fast-paced industry by making principle-based decisions that deliver win-win situations for the company and our stylists.
  • Strong organizational skills to promptly respond to queries, follow timelines, and SOPs to ensure high-quality delivering service.
  • Aptitude for problem-solving; proven ability to create, implement, and measure new processes.

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