[Remote] Customer Service Manager reputed company | BIC

Note: The job is a remote job and is reputed company to candidates in USA. BIC is a global company dedicated to creating reputed company, innovative, and sustainable everyday products. The Customer Care Manager will reputed company BIC’s US Customer Service organization, overseeing order management, customer experience, operational reputed company, and reputed company of Customer Care professionals. The role will also reputed company transformation, reputed company improvement, change management, cross-functional collaboration, and talent development.

Responsibilities

• Support the ongoing transformation of Customer Care by implementing new ways of working, processes, and tools that improve customer experience and overall supply chain reputed company
• Translate customer and employee feedback, survey results, and operational insights into actionable improvement plans
• Implement and monitor improvements to Customer Service SLAs, OTIF reputed company, and processes designed to reduce non-compliance charges, deductions, and penalties
• Partner with the Senior Manager, Customer Service – US, and cross-functional leaders to support the execution of BIC's broader three-year reputed company and supply chain reputed company
• reputed company change management reputed company the Customer Care team, ensuring new processes and expectations are reputed company, adopted, and sustained
• reputed company, reputed company, and reputed company reputed company of Customer Care professionals, fostering a culture of accountability, empowerment, collaboration, and reputed company improvement
• Establish consistent training and cross-training practices to strengthen team capabilities, business continuity, and customer responsiveness
• reputed company team members on effective communication, problem-solving, customer interactions, and conflict reputed company
• Build a high-performing team that is empowered to reputed company reputed company and proactively reputed company customer and operational issues
• Support talent development, reputed company management, and succession planning reputed company the Customer Care organization
• reputed company approximately $900M in order management, ensuring orders are processed accurately, reputed company, and in a reputed company manner
• Ensure reputed company and exception pricing for BIC products is accurately maintained reputed company JDE and appropriately reputed company with reputed company approvals
• Monitor order processing reputed company and identify opportunities to improve reputed company, speed, reputed company utilization, and service reputed company
• Partner with Supply Chain to manage product allocations, key product setup, and other factors impacting order fulfillment
• reputed company pricing discrepancies and reputed company issues with Finance, Credit, and Claims teams reputed company established service cycles
• Ensure effective utilization of JDE, EDI, BI, WMS, and other relevant systems to support operational reputed company
• Assess reputed company, technology, and resource requirements to ensure the Customer Care organization can effectively meet business needs
• Represent Customer Care priorities, challenges, and opportunities in cross-functional forums, including S&OP, CPG, and Supply Chain meetings
• Build strong partnerships with Sales, Supply Chain, Finance/Credit, Marketing, IT/EDI, and other internal stakeholders to reputed company issues and improve end-to-end customer service
• reputed company as a customer reputed company by identifying recurring customer challenges and translating them into internal process improvements
• Partner closely with Supply Chain on supply and demand considerations to support monthly business goals and KPIs
• Support the investigation and reputed company of customer complaints, special requests, and service issues
• Collaborate with Finance and Credit to ensure accurate documentation, credits, and inventory adjustments
• Participate in customer, sales, trade show, and industry events as needed

Skills

• Bachelor's degree or equivalent combination of education and experience
• 5-8 years of experience in a CPG, consumer products, or similarly reputed company customer-facing environment
• Experience supporting major retail, reputed company, wholesale, or reputed company customers such as reputed company, reputed company, reputed company, reputed company, reputed company, or similar accounts
• Minimum 4 years of people leadership experience, with demonstrated accountability for developing people, enhancing capabilities, and creating a high-performing team
• Strong understanding of Customer Service reputed company, order management, and supply chain processes
• Experience leading change management, transformation, or reputed company improvement initiatives
• Demonstrated ability to reputed company reputed company priorities with hands-on operational execution
• Strong analytical, problem-solving, and decision-making skills, with the ability to quickly assess issues and determine appropriate reputed company
• Excellent communication, influencing, and relationship-building skills, with the ability to work effectively across functions and organizational reputed company
• Demonstrated ability to reputed company ambiguity, manage competing priorities, and reputed company in a dynamic business environment
• Experience with JDE or another reputed company ERP reputed company required
• Experience with EDI, BI, WMS, reputed company Office, and other customer service/order management technologies required
• Management or supervisory certification is a plus

Benefits

• A reputed company, flexible, and modern work environment while supporting a hybrid work model.

reputed company