Manager, Customer Service

6780

Supply Chain

Shelton, CT, US

For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.

Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

It's a colorful world - make your mark by joining the BIC team today.

As the Manager of Customer Service you will have a key position within Supply Chain that is responsible for managing daily operations and coaching the Customer Service Leads and Customer Service Representatives. The position is responsible for; ensuring there is an excellent vendor – customer relationship between BIC and our customers, achieving prescribed company objectives in regard to budget, productivity, and OTIF levels.

The Manager provides continuous training and opportunities to promote growth.

This position has a high level of autonomy to work cross-functionally and collaborate with internal and external stakeholders.

What You'll Do:

• Understand the complete Order To Cash process of the company to find improvements that allow the implementation and / or improvement of processes that allow the company to be more agile and have a better flow of our orders from receipt to delivery and collection

• Participate in the Joint Business Growth Plan with our Clients and the BIC Commercial Team

• Identifies and implements continuous improvement projects in collaboration with managed accounts to constantly improve performance and customer satisfaction

• Oversees management of critical stock issues, shipping conflicts, special requests from customers and product transitions to deliver orders on-time and complete

• Develop analytical skills of staff to allow users to proactively utilize reports and customer websites to compare and monitor service level activity

What You'll Need:

• B.S. Degree in Supply Chain Management or related field

• 8-10 years in consumer packaged goods (CPG) preferred, customer account management, customer service, and/or logistics management experience required

• Lean/Six Sigma experience preferred

• Strong leadership capabilities

• Strong cross functional collaborative skills, and ability to manage the diverse goals of a matrixed organization

• Demonstrated ability to identify issues and implement corrective action with timely follow up

• Capable of interfacing effectively at all levels both internally and externally

• Excellent verbal and written communication abilities

• Key competencies include focusing on goals, communication and collaboration, sound judgment, leading others to work together, customer focus and effective decision making

• Experience and proficient with JDE Edwards One World, COGNOS, and Power BI

• Solid computer skills – Excel, Word, Power Point.

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BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means