VP of Customer Service

Vice President of Customer Service First Brands Group is the parent company of many of the automotive industry?s most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio with operations found around the globe, we are a team of professionals dedicated to building... profitable, enduring growth among all our customers with an unrelenting drive to exceed customers? expectations. Vice President of Customer Service will lead North American customer service responsibilities across all First Brands Group business units. This leader is responsible for the unification and development of our customer service departments (customer service order management and customer experience teams) and ensures the resources are in place to efficiently process customer orders and respond to customer requests. The Vice President of Customer Service is the liaison between customer service and other functions within the organization including, but not limited to IT, finance, sales, planning and distribution. The ideal candidate will have an exceptional knowledge of the order-to-cash process, experience managing teams domestically and internationally, high attention to detail, leadership, coaching and motivational skills, advanced Excel and analytics skills, demonstrated ability to develop and manage customer service KPIs, and the ability to perform root cause analysis and develop corrective actions. In addition, the candidate must have experience working across multiple business units operating on different order management systems. Oracle or SAP experience are required. Finally we are seeking a candidate with experience managing customer service and customer experience at a consumer packaged goods or finished goods manufacturer. Essential Duties & Responsibilities: ? Draft, implement, and execute policies and procedures to facilitate a quality customer service experience ? Review processes and procedures and identify improvements to create efficiency ? Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention ? Drive customer service role standardization across the business units ? Develop role-based KPIs with appropriate tracking mechanisms. ? Direct and oversees customer service processes including establishing internal control procedures, conducting audits and documentation ? Recruit, interview, hire, and train departmental staff and provide performance feedback ? Oversee the daily workflow of the department ? Build relationships with IT to ensure there are no gaps in our ability to meet customer needs ? Represent the customer service function on key cross-functional corporate initiatives ? Responsible for directing and assuring compliance with all policies, procedures and customer-specific requirements related to orders ? Schedule workload and standardize work hours driven by US customer base. The ideal candidate will have the following combination of Education and Experience: ? Bachelor?s degree and a minimum of 10 years? experience leading high performing customer service organizations. ? Extensive experience with EDI and manual order management within Oracle and/or SAP ERP environments ? Call center and CRM management experience ? Experience servicing automotive aftermarket customers from US based distribution centers. ? Experience researching and implementing tools and systems related to order management functions ? Understanding of order receipt to delivery supply chain concepts and processes ? Understanding of the order to cash process ? Proficient with Microsoft Office Suite, specifically Excel, PowerPoint and Word ? Proficient in Office 365 SharePoint and Teams. Power BI data visualization development is a plus ? Strong analytical and problem-solving skills ? Strong management and leadership skills ? Excellent verbal and written communication skills ? Excellent interpersonal and customer service skills ? Excellent organizational skills and attention to detail ? Must have English fluency with confidence and ability to hold complex conversations with US based customers ? Up to 20% overnight travel domestically and internationally. Valid passport required. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

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