Director of Customer Operations

Overview

This is a great opportunity for a strong leader to oversee our Account Management and Customer Service Team!

• 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

• 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