Manager, Customer Order Management

Location

Blacksburg, VA | United States

Job description

Job Title

Manager, Customer Order Management

Job #

US18789

Requisition Type

Regular

Function

Supply Chain

State/Province

United States Remote

City

Blacksburg

Region

US

Posting Start Date

Jan-30-2024

Division Information

The Pet Care business unit of Spectrum Brands is based in St. Louis, Missouri with distribution, manufacturing and sales offices throughout the US and globe. Owners of dogs, cats, birds, small animals, fish and reptiles rely on our brands for exceptional value and trusted results. Our industry-leading brands include Tetra®, Instant Ocean®, Marineland®, 8-in-1®, Dingo®, FURminator®, Nature’s Miracle®, GloFish®, DreamBone® and SmartBones®.

Job Summary

The leader will ensure the team supports the business requirements with a customer-focused mindset. The role will partner and collaborate across multiple levels and functions within the organization to achieve results and foster a continuous improvement culture. This role will have responsibilities for all North America order management and support  sourced international management.

Primary Duties & Responsibilities

• Lead the GPC Customer Care team consisting of on shore and off shore employees, including external third-party resources based offshore.
• Manage the relationship with the third-party offshore team for Global Pet Care to ensure successful execution of assigned and expected duties.
• Leverage strong relationships across all Supply Chain functions, Sales, Commercial Finance, Financial Shared Service and Leadership to optimize profitability, accountability, and ownership.
• Responsible to determine the root cause and corrective action for unexpected issues that arise and ensure education, training, and resolution with the team, customer, and supporting teams.
• Continually look for opportunities to drive customer satisfaction with all internal and external partners (i.e., response time, fill rate, order acknowledgements and confirmations).
• Ensure all processes are reviewed/updated and ensure training and compliance to them in order to meet customer requirements, adapt to changes and requirements, technological advancements, and corporate initiatives.
• Implement optimization projects within the direct team and supporting teams; identify automation/enhancement projects that eliminate nonvalue added work to achieve to a 90% no touch order function and improved turnaround time to world class levels.
• Foster a customer first focused culture that is always looking for continuous improvement opportunities. “Make Spectrum Brands the obvious choice for customers”.
• Collaborate with commercial sales and finance on ways of working that deliver customer satisfaction and Spectrum Brands profitability.
• Coach, manage and mentor customer care professionals to support the vision of the team and organization.
• Nurture a culture of challenge, trust, and partnership that is fun and rewarding.
• Attract and retain talent for the GPC Customer Care team, while supporting individual career goals.

Education and Experience Profile

• Bachelor’s degree or equivalent working experience (6-8 years) is required.
• 5+ years leading a customer care organization in a CPG, chemical or dynamic business is strongly preferred.
• Prior SAP/S4 HANA experience in OTC, PTP, STP, WM towers is preferred.
• Previous experience in integration, acquisitions, and other large projects is preferred.
• Prior experience within a supply chain planning, distribution, logistics and/or replenishment is highly desired.

Required Skills

• Exceptional executive-level presentation skills in delivering timely and succinct messaging to inform and elicit decision making and/or consensus.
• Proven expertise in a customer care function supporting a CPG and/or seasonal business with a focus on the customer experience.
• A strong leader that is not afraid to challenge the status quo or in changing processes and/or culture.
• The ability to implement and nurture a “Customer First” culture.
• Prior experience in process policy development and rollout, training, and compliance monitoring.
• Must have a prior experience with continuous improvement initiatives.

Leadership Competencies

• Demonstrated ability to influence people and teams at all levels in a matrixed organization.
• Collaborate and partner within business unit to adopt and implement best practices and standards.
• Lead with a sense of urgency for action, focus on optimization, and takes ownership of the direct and indirect partnerships to drive results.
• Strong focus on mentoring and motivating teams.
• Self-driven leader with a focus on continuous improvement and tenacious appetite for learning.
• Ability to communicate across all levels of the organization on complex topics to expedite action.

Work Environment

• The position will be remote.
• Occasional travel will be required 

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.

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Job tags

Salary