Customer Fulfillment Manager

BARENTZ NORTH AMERICA LLC•Woodbury, MN

11d

About The Position

The Customer Fulfillment Manager is responsible for supporting operations, sales, and accounting activities focused on continuous improvement made throughout the vertical. In addition, this role helps ensure we are making Barentz Always a better solution for both our internal and external customers. ESSENTIAL DUTIES AND RESPONSIBILITIES Customer Fulfillment / Logistics / Purchasing Take responsibility for the management and activities of the site Customer Fulfillment and Inventory Cost Accounting team and functions Manage the Order to Invoice Process for assigned division ensuring continuous flow of goods and on time delivery Develop systems solution to proactively manage order allocation; coordinate with supply chain and ERP management to enable "order to promise" as a core competency Design metrics to measure performance, budgets, and costs, and develop the means to share with the team through daily and weekly review and celebrate success Manage and work toward resolution of all customer complaints, initiate corrective actions and track customer complaints and/or inquiries and recommend changes to products or services to improve customer satisfaction Serve as escalation contact for service failures/issues – bring resolution to customers and establish internal processes to prevent further occurrences Ensure procedures and coverage are established to receive and process all customer orders accurately and on time Supervise team when handling special customer inquiries as needed for product, pricing, availability, etc. Collaborate with internal operations business partners (customer service, internal/external warehouses) and key stakeholders Communicate inventory issues, risks and customers’ future needs to operations, sales and materials management Maintain files for contacts, pricing, shipping requirements, notes, locations, etc. Responsible for various daily, weekly, monthly, and annual reports related to open orders, invoicing, etc. Establish relationships with customers to foster trust, reliability, and increased business Coordinate with internal stakeholders to ensure team development and proficiency on product and cross-selling Develop and leverage internal and external professional network to identify industry best practices Define, standardize, train and execute the Customer Allocation Process Determine customer order prioritization and delivery timing based on commercial team feedback Execute systems and process improvement projects to create consistent visibility and predictability to product availability Support a customer-centric, proactive, responsive, culture resulting in continually improving the level of service offered to our customers via unique and new service initiatives Specific to Division/Location, where applicable: Serve as first-level support for team members in operations, sales, and accounting Collaborate cross-functionally with team in Import Coordination, Contract Truck Purchasing, International Shipment Documents, Inbound and Outbound Inventory Management, Railcar Tracking, Receiving Product in ERP Price Code Management, Issuing Purchase Orders, Weekly Specialty Reports, Supplier Set-Up in ERP and Facilities (i.e. 1st Shift Scalehouse) Leadership/ Teamwork Recruit, train, and retain talented team members that embody our culture Provide ongoing, regular performance feedback and constructive criticism for direct reports and address performance issues in a timely manner Coach team members on process, system and soft-skill development Identify promotion opportunities for direct reports Execute allocation plans through regular coordination with customer service Assist with the management of the facility operations Integrate across divisions and externally to identify and incorporate best practices Function as a critical Operations team member, engage in initiatives and meetings that cross functional areas Communicate with other team members throughout the organization to stay up to date on customers and trends Continuous Improvement/Problem Solving Identify and implement strategic continuous improvement initiatives focused on organizational objectives to optimize performance, taking into account various operations aspects of the organization Review procedures and processes and engage leadership to identify opportunities for continuous improvement Integrate across verticals to identify and incorporate best practices and manage cross departmental opportunities Ensure adherence to all applicable facility requirements, certifications and designations Ensure adherence to ISO 9001, ACD Responsible Distribution, and other applicable quality management principles Contribute to and support continuous improvement of our processes and systems Drive inventory accuracy through quality assurance processes, cycle counts, and annual physical inventory Develop and execute required training on systems and process for designated division Systems Barentz specific systems, including but not limited to BRM, Vizion, Datacor, Sharepoint, etc. Software knowledge of Microsoft Office including Outlook, Word, Excel and Power Point Barentz Culture/Fundamentals Support and lead by example, following Barentz’ purpose, strategies, and values Act legally and ethically in all professional relationships in adherence with Barentz’ culture, values and fundamentals Contribute to an environment of trust and mutual respect Maintain a strong commitment to teamwork and concern for others Maintain a high level of personal responsibility and ownership Use effective communication and listening skills Foster an inclusive and diverse workplace where every team member feels valued and respected Learning and Development Identify and implement training and development needs for direct reports Seek out and participate in ongoing growth and personal development opportunities Embrace and promote Barentz’ learning and development culture Other Duties and Responsibilities: Duties and responsibilities may be amended at any time per business need

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience (required)
Minimum 10 years in a Service oriented role, and at least 5 with Management responsibilities (required)
Willingness to travel 5% (between locations with a designated cadence)
Experience using industry related technologies and equipment
Demonstrated leadership, teamwork, and interpersonal skills
The ability to interact with customers, colleagues, and management on a daily basis
Self-motivated, high energy, and engaging level of enthusiasm and positive outlook
Ability and desire to develop meaningful/productive business relationships at all levels
Effective written and verbal communication skills and the ability to adapt communication style to the audience
Must be able to effectively prioritize work assignments for self and others
Must be very detail oriented and meticulous in how work is performed
Demonstrated exceptional organizational, presentation, negotiation, interpersonal and communication skills
Fluent in English, a second language would be considered an asset
Strong calculation, organizational, and problem-solving skills

Nice To Haves

Any industry related certification (Sales Techniques, Project Management, Regulatory, Quality Management, etc.) (preferred/encouraged)

Responsibilities

Take responsibility for the management and activities of the site Customer Fulfillment and Inventory Cost Accounting team and functions
Manage the Order to Invoice Process for assigned division ensuring continuous flow of goods and on time delivery
Develop systems solution to proactively manage order allocation; coordinate with supply chain and ERP management to enable "order to promise" as a core competency
Design metrics to measure performance, budgets, and costs, and develop the means to share with the team through daily and weekly review and celebrate success
Manage and work toward resolution of all customer complaints, initiate corrective actions and track customer complaints and/or inquiries and recommend changes to products or services to improve customer satisfaction
Serve as escalation contact for service failures/issues – bring resolution to customers and establish internal processes to prevent further occurrences
Ensure procedures and coverage are established to receive and process all customer orders accurately and on time
Supervise team when handling special customer inquiries as needed for product, pricing, availability, etc.
Collaborate with internal operations business partners (customer service, internal/external warehouses) and key stakeholders
Communicate inventory issues, risks and customers’ future needs to operations, sales and materials management
Maintain files for contacts, pricing, shipping requirements, notes, locations, etc.
Responsible for various daily, weekly, monthly, and annual reports related to open orders, invoicing, etc.
Establish relationships with customers to foster trust, reliability, and increased business
Coordinate with internal stakeholders to ensure team development and proficiency on product and cross-selling
Develop and leverage internal and external professional network to identify industry best practices
Define, standardize, train and execute the Customer Allocation Process
Determine customer order prioritization and delivery timing based on commercial team feedback
Execute systems and process improvement projects to create consistent visibility and predictability to product availability
Support a customer-centric, proactive, responsive, culture resulting in continually improving the level of service offered to our customers via unique and new service initiatives
Serve as first-level support for team members in operations, sales, and accounting
Collaborate cross-functionally with team in Import Coordination, Contract Truck Purchasing, International Shipment Documents, Inbound and Outbound Inventory Management, Railcar Tracking, Receiving Product in ERP Price Code Management, Issuing Purchase Orders, Weekly Specialty Reports, Supplier Set-Up in ERP and Facilities (i.e. 1st Shift Scalehouse)
Recruit, train, and retain talented team members that embody our culture
Provide ongoing, regular performance feedback and constructive criticism for direct reports and address performance issues in a timely manner
Coach team members on process, system and soft-skill development
Identify promotion opportunities for direct reports
Execute allocation plans through regular coordination with customer service
Assist with the management of the facility operations
Integrate across divisions and externally to identify and incorporate best practices
Function as a critical Operations team member, engage in initiatives and meetings that cross functional areas
Communicate with other team members throughout the organization to stay up to date on customers and trends
Identify and implement strategic continuous improvement initiatives focused on organizational objectives to optimize performance, taking into account various operations aspects of the organization
Review procedures and processes and engage leadership to identify opportunities for continuous improvement
Integrate across verticals to identify and incorporate best practices and manage cross departmental opportunities
Ensure adherence to all applicable facility requirements, certifications and designations
Ensure adherence to ISO 9001, ACD Responsible Distribution, and other applicable quality management principles
Contribute to and support continuous improvement of our processes and systems
Drive inventory accuracy through quality assurance processes, cycle counts, and annual physical inventory
Develop and execute required training on systems and process for designated division
Support and lead by example, following Barentz’ purpose, strategies, and values
Act legally and ethically in all professional relationships in adherence with Barentz’ culture, values and fundamentals
Contribute to an environment of trust and mutual respect
Maintain a strong commitment to teamwork and concern for others
Maintain a high level of personal responsibility and ownership
Use effective communication and listening skills
Foster an inclusive and diverse workplace where every team member feels valued and respected
Identify and implement training and development needs for direct reports
Seek out and participate in ongoing growth and personal development opportunities
Embrace and promote Barentz’ learning and development culture