Job Title: Customer Operations Manager

Reports to: Director of Logistics & Customer Service

Direct Reports: 4

Key Internal Partners: Logistics, Planning, Sales, Finance, Accounting, IT

Key External Partners: Customers, Third Party Warehouses, and Logistics providers

Project Management: Yes

Job Summary:

Since 2008, GoGo Squeez has been making quality goodness for happier and healthier families. We’ve worked hard to spread our goodness across the country so busy families can enjoy GoGo anytime, anywhere. This is an exciting time to join Materne – GoGo Squeez! Our business has seen a tremendous amount of growth and success in the last few years. As we scale and as our reach grows, our supply chain is evolving to support. To continue to fuel the company’s growth, this new Customer Supply Chain Manager role will be integral to ensuring our customer supply chain network is positioned for sustained and scalable optimal service levels. He or she will be responsible for the end-to-end management of customer orders from order processing to invoicing through the customer service team.

Job Responsibilities & Tasks:

• Lead Coordination of Customer Order Fulfillment Activities
  • EDI system and order management – Improve root-cause analysis for roadblocks that inhibit faster order fulfillment and minimize repetitive fixes
  • Monitor order flow through daily order reporting on processing, shipping, and invoicing
  • Own customer fill rate reporting trends to drive root cause analysis, corrective action tracking, and long-term solution development
  • Oversee end of month order management to deliver monthly sales goals

• Spearhead Customer Supply Chain Efficiencies & Transformation
  • Collaborate with Logistics as needed to ensure on-time order delivery & truckload consolidation to reduce cost to serve
  • Pilot Customer Collaboration Program incorporating quarterly business reviews and scorecards development across key accounts
• Customer Non-Quality Budget Management

• Investigate and resolve chargebacks with emphasis on being proactive through implementation of processes for vendor compliance
• Improve credit memo process for overage, shortage, and damages
  • Assist with monthly reconciliations and deduction monitoring with Logistics & Finance

• Best in Class Supply Chain Project Management & Process Development
  • Key player in best practice creation for customer setup and go-to-market innovation
  • Lead transference and training of process improvements across the CSA team
  • Build strategic relationships with sales teams, key brokers, and customers
  • Manage and develop team of 3 associates to ensure daily operations support core business
  
  

Key Performance Indicator (KPI):

• Fill Rate
• Order Lead Time
• Customer On-Time Delivery
• Customer Bracket Price Compliance
• Customer Penalty Reduction
• Customer Masterdata Synchronization
• Full Pallet Ordering Compliance
• Customer Truckload Utilization

Position Requirements:

EDUCATION

• Bachelor’s Degree in Business, Logistics, Supply Chain, Engineering, or other related area

EXPERIENCE

• Minimum of 4+ years work experience in Supply Chain or Customer Service
• Prior experience in CPG industry is preferred
• Previous management experience required

SKILLS

• Proficiency in Microsoft Excel and PowerPoint required
• SAP proficiency required, SAP S/4 HANA preferred
• EDI order, invoice, and ASN experience preferred
• Deep analytical and data visualization skills
• Ability to communicate well with various cross functional groups and external partners
• Ability to manage projects in alignment with multi-year glidepaths and targets
• Self-motivated and detail-oriented leader with the ability to adapt in a fast-paced environment
• GoGo-getter with strong thought leadership, critical thinking, and problem-solving skills

PHYSICAL & TRAVEL REQUIREMENTS

• Role is based in NYC office
• Travel expected 5%