Director of Customer Operations

MILSCO LLC•Milwaukee, WI

4h•Onsite

About The Position

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

Requirements

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

Responsibilities

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