Customer Service Optimization Manager

The Customer Service 'Service Optimization Manager' will drive critical change management initiatives to improve cross-functional processes with Manufacturing, Supply Planning, and Pricing Administration, enhancing the overall Customer Experience. This role focuses on implementing best practices, resolving systemic customer issues, and fostering proactive communication to improve collaboration, operational efficiency, cost reduction, and compliance. Strong analytical and reporting skills are essential to generate actionable insights and support data-driven decision-making. While this role does not involve direct team management, it plays a key advisory and influence role within the Customer Service organization.

• Customer Experience Management:Implement CX best practices aligned with the vision of Customer Care Beyond the Ordinary. Drive improvements using customer feedback and operational insights to enhance satisfaction and efficiency. Lead change management to ensure smooth adoption of new CX processes and tools.
• Order Management Optimization:Collaborate with leadership to create an enhanced CS/Operations operating model, improving communication and CX. Define clear process ownership between CS and Operations.
• Optimize CX by driving internal efficiencies including:
  • Encouraging full-pallet orders.
  • Limiting order changes with clear guidelines.
  • Partnering with Distribution and Transportation for seamless delivery.
• Monitor SLA compliance and identify improvement opportunities in areas like branch transfers, case pick reductions, expedited deliveries, and load leveling.
• Enhance the sample process for timely product turnaround and consistent communication.
• Issue Management/Case Management Optimization:Promote proactive communication to address recurring case management issues. Advance case management processes, emphasizing CRM note accuracy. Analyze recurring issue patterns to identify root causes and drive recommended solutions across cross-functional teams. Collaborate on solutions that improve products, services, and processes.
• Reporting & Analytics: Develop and maintain a suite of Customer Relationship Management (CRM) reports in collaboration with the CX Manager/Team Leads and Sales, focusing on:
  • Order management performance
  • Inventory management analytics
  • On-Time-In-Full (OTIF) metrics
  • Service level adherence
  • Service rule compliance and violation trends
  • Issue resolution analytics
• Provide data-driven recommendations to improve performance and decision-making.
• Support continuous improvement through analytics and track process change impacts.
• Additional responsibilities as assigned.

• Bachelor's degree in Business Administration, Supply Chain Management, or a related field (preferred).
• 5-7 years of experience in Customer Service, Supply Chain, or Operations, with a focus on process improvement and analytics.
• Proven experience in change management and cross-departmental collaboration.
• Familiarity with CRM systems and reporting tools (e.g., Salesforce, Qualtrics).

• Exceptional interpersonal and communication skills, with a focus on proactive collaboration.
• Proven change management experience, with the ability to lead initiatives and drive adoption through influence rather than direct authority.
• Strong knowledge of supply chain and case management processes.
• Analytical skills with the ability to interpret data and generate actionable insights.
• Excellent organizational, problem-solving, and communication skills.
• Ability to manage multiple priorities and collaborate across departments.
• Knowledge of SLA compliance, regulatory requirements, and reporting best practices.
• Proficiency in CRM tools and Microsoft Office Suite.