This position is responsible to lead and execute projects driven by or impacting the Service Organization Contact Center. The primary responsibilities include; providing superior customer service by initiating proactive communication regarding delivery issues to our US, Canada and Europe Retail Stores, Brands, and Third Party Providers, managing the coverage of the Contact Center frontline to inform, record, investigate, interpret, evaluate and resolve delivery issues reported from the field and providing daily Transportation operations direction and support to 3PL Providers. Work closely with Transportation Operations Teams, DCs, Third Party Service Providers, Corporate Planning, Operations, Communications and Brand Managers to support the stores on all Distribution and Transportation issues. Manage the production and administration of qualitative and quantitative reports that monitor and track Transportation customer support levels. This individual serves as an escalation point on service and support related issues.
Essential Duties & Responsibilities:
Be the leader of the Contact Center, to ensure consistent process and service levels across the multiple shifts.
Based on field input, lead the team to accurately communicate service and support improvement opportunities to the Operations Teams management, DCs, Third Party Providers, and Corporate Planning and Communications groups.
Research best practices, relevant contact center products and services and processes in the market with vendors.
Ensure communication of all delivery changes and/or updates to all field, distribution, and planning personnel
Explore, identify and lead system and process changes that provide enhanced service and support to Stores, Brands, and 3PL Providers.
Drive the focus on the resolution of issues affecting service and on educational opportunities on the delivery network.
Ensure the Team educates store management about the delivery program and appropriate delivery/service expectations; negotiate compromises, when appropriate.
Establish daily communication channels with key DC, Third Party Service Providers, and Corporate Planning personnel for delivery schedule status, seasonal releases, and carton issues.
Demonstrates business leadership by using independent discretion to create and achieve short and long-term strategic and tactical plans for team guided by broad policies, objectives and standards
Identify, pursue, and implement service offerings that meet customer needs and/or improve overall efficiency
Maintain Business Continuity Plans for functional area
Negotiate service and cost solutions with customers and/or providers
Solicit and measure customer feedback and respond by providing solutions that drive business results and increase customer satisfaction
Drive operational performance (internal and/or providers) by establishing clear expectations, frequently reviewing performance, anticipating challenges, and holding teams accountable
Deliver year-over-year productivity gains through improvement in cross-functional processes and systems
Meet or exceed all customer, technical, dashboard and operational performance/quality standards
Lead a diverse, inclusive team engaged in organizational success, accountable for performance, and empowered to drive results
Ensures team has appropriate tools, provides support and information, coaches & trains, owns team performance, and makes key decisions that impact team direction
Develop and own plans for promoting team collaboration and accountability for meeting performance goals while motivating and leading cross-functional work
Champion change initiatives and continuous improvement while maintaining operational effectiveness & success
Leverage professional partnerships (internal & external) to enhance cross-functional work-flow, decision-making, and collaboration
Excellent customer service skills.
Manage Vision & Purpose, Build Effective Teams, Motivate Others, Develop Self & Others, Strategic Agility, Decision Quality, Business Acumen/Technical Skills, Influencing, Drive for Results, Plan, Manage & Measure Work, Priority Setting, Managerial Courage
Demonstrated ability to lead and drive for results through cross-functional and diverse teams at all levels
Strong analytical skills, including ability to review data/processes & independently determine/implement solution
Strong Problem-Solving, Planning, Conflict Resolution/Negotiation, Influencing and Analytical skills
Computer Skills with Microsoft Excel, PowerPoint and Word applications required/ Access preferred
Ability to work under pressure with high sense of urgency and manage multiple priorities with confidence
Ability to develop and deliver executive level presentations
Demonstrated ability to implement large-scale change
Ability to maintain confidentiality
Knowledge of all Transportation modes
Knowledge of Supply Chain, Transportation Management (TMS) and Warehouse Management (WMS) processes and systems
7 years professional experience with progressive increase in responsibility in Retail, Logistics, Customer Service, or Contact/Call Center industry or equivalent education
5 years professional experience leading others
Project leadership experience
Budget development and management experience preferred
Minimum educational level:
BA/BS degree or equivalent retail, customer service, and/or logistics experience required
Minimal Travel Required
Flexible to work non-traditional hours (shift, weekend, on-call/off-hours support, and holidays) to support 24x7 operations
Flexible to adjust hours/schedule on short-notice (same day/weekend) to support unplanned issue resolution