Position Summary:

The Customer Solution Team Lead provides guidance on all Order Management activities for a defined set of CSC's. Serves as a second level of escalation, reinforces training, process, accountability and is a role model for the CSC. Key objective is to motivate and inspire while empowering the team with a sense of ownership for achievement of internal and external customer satisfaction and objectives. In addition, the Customer Solution Lead oversees the portfolio for their team while personally owning more strategic partners through the execution of all Order Management activities. Serves as the Customer Advocate and lead point of contact representing the Operations arm of Supply Chain. CSC's will liaise with cross-functional internal VF Teams to improve the entire customer experience.

Major Duties and Responsibilities:

• Executes all Daily Order Management Activity as required per Customer which support the business segment's guidelines and cadence. Activities include Order Entry, Order Fulfillment, Order Management Communication, Invoicing as well as Pre and Post Delivery Resolution.
• Collaborate with key stakeholders and business partners (such as Sales, Supply Planning, Transportation, QA, Distribution, etc.) as the trusted advisor to develop independent solutions which meet both business and customer needs.
• Second level escalation point that engages and guides on a variety of issues of significant complexity while working within existing company policies, procedures and programs.
• Support and Execute Improvement Action Plans that impact and drive key departmental metrics that reflect defined Customer Service Operational KPI's (Perfect Order, OTIF, Complaint OE, RPA's, Overtime, etc.).
• Oversee all Complaint Activity within the team occurs in a timely fashion from process and creation to resolution. Maintain compliance with customer guidelines for complaint communication and approval processes.
• Train and mentor on daily operational processes and strategic projects identified by CS management which drive efficiency and improved customer communication for all CS activities.
• Point of Contact for all non-sales related issues for key strategic customers.( National accounts, Regional accounts, Retail Division) Lead Liaison to other CSC's regarding communication for National Accounts including allocations, product promotions and other required solutions.
• Monitor and track FourKites at risk and late loads to guide the team with customer communication and prioritization. Move to Team Lead.

Education and Experience:

• Leadership experience based on guidance, instruction or direction to a group of individuals with the goal of achieiving specific results.
• Demonstrated ability to work in a fast-paced environment with the aptitude to plan and prioritize own workload and others.
• Proven work experience as an Account Manager, Key Account Manager, or relevant role in service account relationships.
• Experience delivering customer focused solutions.
• Preferred experience with AS400/JDE software/MS Office.
• Undergraduate degree preferred.

Knowledge and Skills:

• Demonstrate ability to communicate, present and influence key stakeholders at all levels of an organization.
• Proven ability to multi-task, while maintaining sharp attention to detail.
• Understand and execute active and empathetic listening to support timely and effective feedback for troubleshooting with employees and customers.
• Patience and ability to teach and mentor a team to address daily operational issues as well as personal development.