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Job: Customer Solutions Manager (customer service and order fulfillment)

Active since 09-02-2018 Job category Logistics: Inventory, Warehouse...
Location N Charleston, SC Level Management
Educational level Bachelor / Graduate Employment type -
Hours 38 - 40 Salary $60000 - $100000
*Must come from a supply chain manufacturing background (Chemical, pharma, oil/gas preferred)
*This candidate must possess great leadership qualities
*Must have experience in training, mentoring, and holding employees accountable to metrics
*International experience is highly preferred

Job Description:

Manages teams responsible for all activities associated with customer service and order fulfillment within a defined global business unit.
Oversees the management of $7 -10 million in annual international transportation spend.
Manages customer service teams that support multiple businesses that total $25+ million in annual revenue.
Responsible for defining processes, establishing procedures, developing metrics, and quality controls which support efficiencies to ensure internal and external customer satisfaction.

Develop metrics to measure and improve shipment efficiencies, fill rate, documentation accuracy and other functions relating to:
Optimization of the mode, time, and cost of shipments
Adherence to routing guide to create optimal load plans for designated shipping locations
Consolidation of product from multiple shipping locations when applicable
Communication with and scheduling of freight carriers and forwarders
Tracking of production and product availability.
Building orders into container/trailer loads based on customer requirements, product availability and priorities
Resolve product allocation issues with manufacturing, international/domestic sales and other international order logistics personnel.
Manage a staff of individuals responsible for executing the planning and fulfillment transactions internationally and domestically.
Work with Transportation Management and/or Shipping departments to ensure least cost/best service transportation providers are being utilized.
Act as liaison between all relevant departments including domestic/international teams, order management, demand planning and shipping.
Ensure all SOX monitoring steps are completed by required due dates
Manage departmental operating expenses to be within determined budgetary levels.
Support internal cross-functional activities pertaining to scheduling, transportation, and fulfillment for of customer orders globally.
Manage special projects pertaining to the planning and fulfillment of customer orders. Develop and evaluate alternative cost reduction opportunities.
Deep understanding of Chemical products, dangerous goods information, trade lanes and Standard Operating Procedures.
Accomplishes customer service human resource objectives by assisting in recruiting process, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Determines customer service requirements by maintaining contact with customers; visiting operational environments; benchmarking best practices; analyzing information and applications.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Accomplishes information systems and organization mission by completing related results as needed.

Minimum 10+ year’s experience in Supply Chain and/or Logistics management required
Knowledgeable in freight tariffs, transportation, customs, and logistics
Good understanding of standard concepts, practices, and procedures with respect to customer service/sales activity
Great attention to detail and follow-up skills
Communicate effectively, directly and pleasantly
Proficient understanding of domestic and international processes. Export Administration Regulations (EAR), US Customs and Border Protection (CBP) regulations, INCO Terms 2010, Harmonized Tariffs, IMDG and NAFTA requirements
Proficiency in SAP R/3 (Sales & Distribution Module).
Proficiency in all Microsoft applications
Excellent interpersonal communication skills, both verbal and written, and the ability to work with all levels of the organization.
Ability to manage and possess a strong level of organizational skills and sense of responsibility in a fast-paced environment.
Ability to multitask, think analytically, successfully manage change and communicate effectively
Act as an agent for change and continuous improvement.
More information
This listing is a full-time job

Job category Logistics: Inventory, Warehouse and Drivers
Industry / Industries Retail / Wholesale
Region United States

Contact information

Name Jess Ellsworth