Manager of Customer Service Planning
This position is responsible for managing the Customer Service Planning department. The daily challenges and responsibilities will be aimed at troubleshooting problems and provide solutions via intensive research and analysis, to help improve processes, systems, and departmental performance. The scope of responsibilities will cover customer service organization, as well as the subsidiaries,
The position will be responsible for highly visible deliverables that contribute significantly to the achievement of customer satisfaction, key performance indicators (KPI) and key success factors (KSF), such as cost, expense, and other business objectives.
Essential tasks involve identifying areas within a business which need updating or improving, often working in cooperation with the warehouse, logistics, IT, customer service and accounting/finance/AR departments.
Understanding of business operations in relation to corporate strategy and project management methodology.
Creating and implementing process improvements to ensure the Customer Service Departments can meet or exceed customer requirements.
Data collection, report generation, operation analysis, and strategy implementation.
Communicate with headquarters and other subsidiaries to ensure a smooth cross-functional operation.
B.S. degree preferably in business or IT field.
A minimum of ten years of experience in operations/planning with at least five of those years in a leadership/management level position.
Senior Level Kaizen experience with analytical skills is key
Advanced skill in Microsoft Office Applications.
Ability to maintain strong attention to detail in high-pressure situations.
Demonstrated process improvement and problem solving skills through analytics.
Excellent interpersonal and communication skills (verbal, written, presentation) within all levels of the organization.
Solid understanding of business practices with a fundamental understanding of project management methodology.
Master degree preferably in business or IT field.
Previous experience in post-merger integration
Process improvement experience in a consulting firm.
Six Sigma Black belt holder.