Customer Excellence Manager

As a Customer Excellence Manager, you are passionate about providing an exceptional experience for our customers. You will be primarily responsible for providing superior service in a dynamic and evolving work environment. Reporting to the Customer Care Senior Manager you will be responsible for the organizations strategic accounts assigned to you by providing the best possible experience for the customer and by working with the internal functions to deliver on time and in full (OTIF). In addition, you will be expected to provide insights on the customer’s OTIF, demand forecast accuracy and Gross margin / Return on Investment (GIMROI) and recommendations on how to improve. Position Description: Customer Excellence Manager Saxco International. LLC Page 2 of 3 Responsibilities: Provide exceptional customer service and in-depth account management to ensure the highest level of OTIF, customer satisfaction and account profitability: • Manage a total customer revenue and gross margin profile of $50M and $10m+, respectively • Relationship building: Establish a strong relationship with customer contacts, leverage these relationships to better understand customer needs, address concerns and provide support. • Account data setup and maintenance: Setup and maintain all account information (customer setup, item setup, artwork for approval, etc.), including customer master data • Customer specific reporting: Develop and streamline customer facing reporting to ensure frequent, consistent and pro-active communication to support the customers needs • Order and transaction processing: Process all pre-order, order confirmation, and order releases for the customer. Provide associated customer references and administrative requirements to ensure seamless, easy processing for the customer • Performance tracking and improvement: track Key Performance Indicators (“KPI”) for the account, including but not limited to OTIF, GIMROI, Forecast accuracy, and forecast adherence. Create recommendations and plans to improve KPI’s in conjunction with sales and internal stakeholders • Sales and Operations planning, inventory management: actively engage in the sales and operations planning for the customer with cross functional stakeholders. Consistently communicate on potential stock out situations and alternative solutions and potential over stock situations and the associated billing and storage impacts. • Maintain up to date knowledge on Saxco products, services, policies, and procedures to provide accurate and complete information to both internal and external customers • Actively participate in building a supportive team environment that fosters positivity and engagement