Last Mile Customer Solutions Manager

Last Mile Customer Solutions Manager

Position ID: req44972

Sector: BA North America

Functional Area: Supply Chain

Location: Charlotte Office

Number of Openings: 1

Employment Type: Permanent

POSITION DESCRIPTION:

Last Mile Customer Solutions Manager

The Last Mile Customer Solutions Manager will be based in Charlotte, NC and will report to the Director of Supply Chain D2C. This is a key leadership role within the Last Mile organization and will lead a team of supply chain professionals to support critical business operations. He/she will need to maintain effective relationships with all key business partners, recommend resolutions to meet customer requirements, and be responsible for modeling the company's core leadership competencies. The CSR will have line management responsibility for all business intelligence and support functions.

What you'll do:

You will provide day-to-day leadership to the Customer Solutions team focused on building team capability, operational excellence, and a spirit of continuous improvement. You'll democratize data tools in support of end-to-end performance management of customers and 3PLs. You will lead insight development and collection for key customer meetings and internal measurements and manage daily delivery KPI tracking for performance benchmarking and exception resolution.

• Drive experience feedback across the organization to support improvement opportunities. • Measures compliance of customer PO quality and provides feedback to order management teams.• Support iteration of commercial and consumer order SOPs to achieve customer satisfaction in the home delivery process.• Develop proactive communications on order statuses for business partners and customers.• Oversee customer escalation inflows for quality resolution of commercial and consumer order issues by the coordinator team.• Support root cause analysis of escalation trends to implement sustainable solutions.• Own customer communication templates and surveys focused on feedback of Last Mile services.• Utilize Electrolux continuous improvement principles to eliminate waste in the order fulfillment cycle.• Maintain accountability of 3PL invoicing and billing practices.• Oversee the continuous improvement of the Last Mile digital platform, FarEye.• Coach, mentor, and develop a superior Customer Solutions team that will drive sustained performance.

Minimum Qualifications:• Bachelor's degree in business or other quantitative discipline• Minimum 5 years of progressive operational work experience with emphasis on analytics, customer service, order management, team management• Proficient in SAP/CRM• Strong Microsoft Excel skills• Intermediate SQL knowledge and experience with visual insight development (PowerBI, Tableau, etc).

Knowledge, Skills and Abilities Required:• General knowledge of business practices and concepts that impact the success and profitability of D2C and home delivery.• Working knowledge of customer care and operational practices including warranty and risk management.• Knowledge of customer satisfaction techniques as well survey options and response best practices.• Strategic and creative problem-solving abilities.• Ability to develop operational plans and experience with business case development and execution. • Effective verbal and written communication skills.• Strong attention to detail.• Bias for action; follows up on feedback to ensure positive outcomes.

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COMPANY DESCRIPTION

Electrolux shapes living for the better by reinventing taste, care and wellbeing experiences, making life more enjoyable and sustainable for millions of people. As a leading global appliance company, we place the consumer at the heart of everything we do. Through our brands, including Electrolux, AEG, Anova, Frigidaire, Westinghouse and Zanussi, we sell more than 60 million household and professional products in more than 150 markets every year. In 2017 Electrolux had sales of SEK 122 billion and employed 56,000 people around the world. For more information go to www.electroluxgroup.com.