ROLE DETAILS

Role Title:

• Customer Facing Operations Lead

Reports To:

• Chief Operating Officer, (COO)

ROLE PURPOSE:

This role will be responsible for leading the Customer Facing Teams, to provide end-to-end account support to our customers from order entry through account settlement.  The leader in this role will be successful through the building and maintaining of relationships across internal and external teams. This role is critical to enable alignment of customer service strategies across sales, marketing, operations, etc.

ACCOUNTABILITIES

• Oversee the delivery of a seamless high-quality service across all customer facing teams
• Responsible for all aspects of order entry, stewardship licensing assistance, shipping, product transfers, deliveries, customer payments, returns and account settlement.
• Responsible for being the point person to guide the Customer Service Representative (CCR) team for invoicing/statements, settlement, finance programs and credit.
• Build and train on business processes so that teams are aligned in approach.
• Look at ways to reorganize and improve the operational area.  Streamline business processes to enhance efficiency
• Drive service excellence with a focus on achieving continuous improvement
• Develop and conduct the training of internal employees and external customers on customer facing tools.  Training to be regular and coincide prior to seasons to bring on new persons and refresh existing persons.
• Stay updated on industry trends and best practices in customer service and implement innovative approaches to enhance customer satisfaction and loyalty.
• Build and maintain customer master data through regular and accurate review process.
• Communicate and report customer operations data and correlate it with other data sets to find trends and business-development insights.

KNOWLEDGE SKILLS & EXPERIENCE:

Critical Knowledge: 

• Knowledge of and ability to skillfully perform project and account management.
• Knowledge of and ability to skillfully apply exceptional communication.
• Knowledge of and ability to skillfully apply all best practices needed to maximize logistic efforts.
• Knowledge of and ability to skillfully apply sales and service skills at an exceptional level.

Critical Skills: 

• Ability to work in an ERP system and various other computer tools.
• Ability to engage in effective communication.
• Ability to influence and negotiate win-win relationships.
• Ability to make timely, effective decisions.
• Ability to remain flexible and responsive when faced with multiple urgent requests
• Ability to impact the position with positive change as technologies and improved practices become available.
• Ability to proactively monitor all aspects of customer care and logistics.

Critical Experience: 

• Bachelor’s degree
• Minimum of 2 years of experience managing employees
• Previous logistics, production and/or customer care experience
• Experience with third party management and achieving company goals.
• Ability to coach a team and manage through ambiguity.

CORE DIMENSIONS

• Decisive
• Trusted
• Customer-Focused
• Results-Oriented
• Communicative
• Team-Oriented
• Innovative
• Influencer (internal and external) 

Other Behaviors Critical for the role:

• Achievement orientation competency.
• Manage and operate within a budget that will include expense forecasting and monitoring.
• Self-starter and independently motivated on a daily basis.
• Ability to resolve issues that may include across internal department or externally with customers.

CRITICAL SUCCESS FACTORS AND KEY CHALLENGES

• Developing a customer centric team that is highly organized and detail orientated. 
• Must be able to work with internal and external parties very effectively to resolve issues, build and train on process.

WORKING CONDITIONS / PHYSICAL DEMANDS

PHYSICAL DEMANDS OF THE ESSENTIAL FUNCTIONS:

Physical Requirements:

WORKING CONDITIONS WHILE PERFORMING ESSENTIAL FUNCTIONS:

Working Conditions:

• This position will be primarily in an office environment.
• High volume of computer work involved.
• Some travel outside of office for meetings/training will be required. 
• Potential for exposure to ambient environmental conditions if in a 3rd party warehouse location or at a customer field event.