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Director, Customer Fulfillment

Newell Rubbermaid

This is a Full-time position in Atlanta, GA posted March 26, 2021.

nnJOB SUMMARYnn nnThe evolution of the Newell Brands Supply Chain includes a focus on driving productivity and improving customer service through building capability in people, processes, and technology.  The primary role of the Customer Fulfillment Director is to collaborate with the business units to deliver the companys customer strategy, meet customer expectations, and champion the needs of the customer into the end-to-end supply chain.  nn nnRESPONSIBILITIESnn nnDevelop and execute a strategic plan to deliver target customer service levels:nn nnImplement rigorous daily / weekly management routines across the organization and the partnerships to deliver.  Embrace the PEAK culture with diligent root cause analysis of issues and clear actions to fix.Ensure consistency across all service and operational KPIs to ensure strong performance management.     Gather, analyze and disseminate customer service scorecards from top customers.   Create and coordinate root cause insights and corrective action required to improve scores.   Effectively establish and deploy RACI plans to coordinate service response efforts across all Newell Brands business units.Enforce customer alignment best practices and the corresponding action planning required to support achieving service objectives.Deploy communications practices and comprehensive executive reviews to direct attention and harmonize approach plans across all Newell Brands functions (sales, supply chain, D&T, executive leadership, marketing) to strengthen the customer experience.Availability and proactive engagement with Newell Brands sales teams to support our customer’s supply chain initiatives.    Own service insights and operational content development for related customer meetings and the ongoing customer follow-up needs.nn nnIdentify and execute joint value creation opportunities in the supply chain with key customers:nn nnOwn the customer supply chain agenda — establish strong personal relationships with supply chain leaders in key customers.Identify opportunities to improve customer operations and align with customer to propose / implement connection points and procedural changes that will enhance the customer supply chain.  Ensure that joint value creation with customers is captured and executed.Coordinate with global customer service leaders to determine where order management, rep training and post-sales support programs can be leveraged globally.nn nnDrive an aligned, customer centric culture through clear organizational objectives:nn nnThe Director will set business priorities, lead the development of customer response plans, identify business development/improvement opportunities, and establish personnel development plans for his/her direct reports.Promote a clear engagement strategy through meetings and communications.Create opportunities for cross-supply-chain rotation to maximize talent with customer-facing knowledge.nn nnKEY COMPETENCIES: nn nnIn-depth knowledge of core retail supply chain and CPG supply chain principles (CPFR, Cost to Serve, Inventory Management, Forecast, Transportation, Post-Sales Support Needs)Strong working knowledge of S&OP business planning elements and supply chain strategy developed.   Executive presences to effectively engage our key customers and business leaders in these initiatives.Understanding of the Newell Brand’s top customer compliance, service, quality, ethical sourcing and replenishment practices.    Extensive experience with demand planning, project management, distribution / transportation.Key understanding of customer supply chain metrics and how they translate to the ongoing business performance and resource requirements.nn nnQUALIFICATIONSnn nnEducation and Experience:nn nnBachelor’s degree; Supply Chain/Engineering Minimum 10 years of Supply Chain experienceExperience leading cross-functional projects and timelines Experience working in an organization with a Continuous Improvement methodology (TPM, Lean, Six Sigma)Project Management experiencenn nnSkills and Abilities:nn nnPrevious customer-facing leadership experienceExcellent written & verbal communication as well as presentation skills are requiredExcellent analytical, influence, and communication skills Ability to motivate, influence and develop people  Ability to work seamlessly from management to frontline employeesAbility to lead change Well organized with exceptional time management skillsStrong character and leadership characteristics Ability to scope and size work efforts effectivelyUp to 50% overnight travel to Newell Brands locations and customer sitesnn


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