Advances GOJO's Customer Service Operational service strategy through data driven insights and collaboration with customers, supply chain, senior leadership, business teams, VRs and external stakeholders. Champions systems advancement and deployment and develops team members to meet future business objectives.

Leads, plans, and coordinates the activities of the Customer Service Team to maintain and increase customer experience & satisfaction while meeting organizational and operational objectives. Fosters continuous improvement through systems, process review and redesign, establishment and communication of service metrics, and monitoring and analyzing of results.

• Oversight for billable, no-charge and sample order fulfillment
• Create and maintain department staffing plan to ensure coverage
• Oversight for Returned Goods Front End operations
• Shape Enterprise Operational programs (PFMs, Drop Ship, Accessorial Charges, etc) and make policy recommendations to improve cost, efficiencies, and service levels. Collaborate with peers to leverage learnings from their customer interactions and policy implementations
• Direct and coordinate activities of team members to ensure required customer service levels are consistently met in advancing the customer experience and satisfaction
• Recruit, mentor and develop team members to excel, and to provide upward mobility
• Create strategies, processes, and system enhancements that develop and/or enhance supply chain service performance and/or increase team capacity, delivering on the Customer Experience and Service Value
• Identify and drive process improvements that take cost and waste out of the system
• Collect, analyze, and drive improvements from customer feedback
• Monitor, action and communicate returns metrics to ensure accurate reporting and adherence to returns policy requirements
• Experiment and Push Boundaries - Design/implement solutions that challenge the norm
• Connect & Coach - Create cross functional dialog, drives action through leading and coaching
• Continuous Improvement - Use KPI's to create reliable/sustainable improvements, drives standard work, focuses on process
• Drive to Win - Set high performance standards, monitor/redirect ensuring results, coaching , problem solving, and improving the customer experience
• Use scorecards to measure performance, coach/motivate, and celebrate results
• Create a culture of continuous improvement and results for team members

• BA/BS in supply chain, business management, or other related fields. A combination of related supply chain, customer service and call center experience may be considered an equivalent.
• Seven (7) years' experience in a team-based /customer service, distribution, or operations is necessary. MBA, APICS Certification, SAP, Salesforce.com experience preferred.

Manages a staff of Customer Service Sr. Specialists, Specialists, and Returns Specialist

Works closely with Supply Chain, Sales Operations, Sales Leadership, Field Sales, as well as Distributor Partner & End-User Customers.