Customer Solutions Manager
Supply Chain
Full Time
Charlotte, Nc
2020-01-31

SUMMARY: 

The Customer Solutions Manager - Last Mile will have overall responsibility for planning and forecasting, finite scheduling, order management and escalations within the Last Mile organization. She/he will ensure expectations are met for customer satisfaction regarding various processes and systems within the Last Mile area.

The Customer Solutions Manager - Last Mile is a key leadership role within the Last Mile organization and will lead a team of supply chain professionals to accomplish the designated business objectives. He/she will need to maintain effective relationships with all key stakeholders, recommend resolutions to meet customer requirements and be responsible for modeling the company’s core leadership competencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Provide day-to-day leadership to the Customer Solutions team focused on building team capability, operational excellence and continuous improvement
  • Develop commercial and consumer order SOPs
  • Manage day to day delivery and installation status tracking for resolution
  • Develop proactive communications on order status for various stakeholders
  • Monitor all customer escalation issues for commercial and consumer orders; troubleshoot all customer queries and provide quality services
  • Improve complex processes by recommending solutions
  • Manage escalations coordinators to support resolution
  • Analyze escalations to determine root causes and sustainable solutions
  • Develop solutions that support invoicingand provider SOP
  • Drive experience feedback across the organization to ensure learning and continuous improvement
  • Analyze customer requirements and ensure resolutions for all issues
  • Ensure compliance to all order attainment and fulfillment process
  • Manage team performance to ensure customer satisfaction
  • Execute commercial and consumer surveys to get feedback on Last Mile services.
  • Participate in key customer meetings and ensure satisfaction with all services
  • Coach, mentor, and develop a superior Customer Solutions team that will drive sustained performance. 
  • Provide assistance to sales and services team and implement strategies to ensure business team success
  • Develop and maintain relationships with clients and resolve and document all technical issues

Minimum Qualification

MINIMUM QUALIFICATIONS:  

  • Bachelor Degree in Business or other quantitative discipline
  • Minimum 5 years of progressive operational work experience with emphasis on analytics, customer service, order management, team management
  • Proficient in SAP/CRM
  • Strong Microsoft Excel skills

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

  • General knowledge of business practices and concepts that impact the success and profitability of the organization
  • Working knowledge of customer care and operational practices including warranty and risk management
  • Knowledge of customer satisfaction techniques as well survey options and response best practices
  • Strategic and creative problem solving abilities
  • Ability to develop operational plan and development plan processes 
  • Effective verbal and written communication skills
  • Strong attention to detail
  • Bias for action;  follows up on feedback to ensure positive outcomes

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'