Director of Customer Operations

• Directing daily operations of customer service and account management team
• Leadership of a team of account managers responsible for ensuring operations run smoothly between Milsco and our key customers.
• Fostering a team that takes ownership of the customer experience with a focus on being an indispensable customer partner
• Handling complex and escalated projects and initiatives
• Working with account managers to develop, implement, and optimize demand forecasts for the Sales and Operations Planning process (S&OP)
• Creating and implementing processes that simplify the customers’ interaction with the organization; identify pain points in the customer experience and drive resolution to improve customer relationships
• Responsible for ensuring high level of customer satisfaction
• Interface cross-functionally with operations, engineering, business development and finance to optimize overall customer experience, efficiency, and new business opportunities for Milsco.
• Responsible for creating and implementing a vision for how Milsco achieves status as a preferred supplier with its key customers.
• Set and manage KPIs for the customer operations team
• Creating an organizational structure that enables effective succession planning; mentoring, coaching, and developing team members along their career paths
• Ensuring strong communication channels exist between the customer and the appropriate departments, including operations, program management, outside sales, and engineering
• Driving process improvements within the business
• Planning, prioritizing, and delegating work tasks

• Bachelor’s degree in business, marketing, or a related field
• Five years of experience leading customer service, customer logistics, or related team
• Strong capabilities in quantitative analysis and problem-solving
• Strong communication and organizational skills
• Attention to detail and ability to manage multiple projects
• Experience in ERP systems, preferably XA
• Experience in EDI and order entry systems
• Excellent written and verbal communication skills in English are required. Must be able to effectively communicate with customers and colleagues, write clear and concise e-mails, and participate in meetings and presentations in English.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with a sense of urgency
• Some travel is required, about 15% per year, and may include international travel

Physical & Mental Demands:

The physical and mental demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, talk, hear and use hands to touch, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee may occasionally lift and/or move up to 10 pounds
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• This position is an office-based position. The noise level is usually moderate.  However the position does enter the manufacturing/warehouse portion of the facility where the noise level is louder and PPE (Personal Protective Equipment) may be required.