VMI Service Operations Manager

Category:
Customer Service

All Locations

600 Benjamin Dr., Springfield, Ohio

Position Type:
Full-Time/Regular

Tracking Code: 1019

The Vendor Managed Inventory (VMI) Service Operations Manager leads and manages the VMI Replenishment Planning teams across the enterprise in all operational activities, ensuring results, metrics, and training and development are executed. This position is responsible for the management and optimization of VMI database and components such as current inventory, forecast, knowledge of product movement and replenishment. This position acts as a problem solver, independent decision‑maker and liaison between customers and various company departments and functions (all aspects of supply chain).

The VMI Service Manager is accountable to analyze and compute data related to ads, forecasting, cyclical and holiday patterns, and inventory control activities towards improvement of forecast accuracy.

• Manage and lead multi‑site VMI Service Operations
• Management of VMI team on such responsibilities as results of daily operations and metrics, performance, goal setting, training, coaching, scheduling, and documentation. Create and maintain development programs for all assigned employees including training, certification, and continuous improvement of employee contribution.
• Promote components of Large Account Management Process (Lamp) Principles as they relate to Customer Team Approach. Manage and maintain close business relations with all customers at level of management above the buyer to ensure good start‑up and continued service excellence
• Accompany sales team on any new VMI related customer visits to promote VMI and participate in Customer Review of Dole’s performance in the VMI Service arena.
• Accountable for team’s adherence to all guidelines, processes and procedures outlined in department standard operating procedures for Customer Service as well as VMI specific processes.
• Maintain, analyze and report and be accountable for all operational metrics associated to assigned VMI team and adherence to stated guidelines, processes and procedures outlined in department standard operating procedures. Maintain culture within assigned VMI team of high level of customer service, accountability, empowerment, teamwork, problem solving, and continuous improvement.
• Act as a problem solver and liaison between various department functions, while promoting an interactive relationship with operations and sales in the quest to provide excellent customer service and VMI performance.
• Create and maintain development programs for all assigned employees including training, certification, and continuous improvement of employee contribution.
• Oversee and ensure proper utilization of customer supplied inventory and transactional data to develop and manage VMI replenishment plans that result in target case fill rate from customer DC to stores.
• Oversee development of Store Pull projection models and methods which accurately forecast daily pulls by SKU.
• Oversee development and capabilities for team to manage aggregate item forecasts for planners and schedulers to successfully support accounts.
• Maintain an awareness of customer’s current activities such as: new item launches, discontinued products, new product development, price changes and promotional / AD activities.
• Accountable for identification, root cause analysis, and corrective action planning for all incidences, issues and results within the VMI team falling outside of stated operational expectations.
• Develop and maintain Master Level knowledge of all Dole operational VMI processes and standards
• Maintain ownership of necessary improvements within the Dole VMI processes in order to significantly improve efficiencies, automation and data transparency within the organization.
• Working with management of Customer Service and Planning Ops and the management of Operational Service Analytics.
• Manage Forecast Analysis and Planning processes to assist the VMI team to proactively ensure utilization of all known demand planning variables related to Ad Planning, Seasonal / Monthly Cycles,…