Milsco LLC · 1 day ago
Director of Customer Operations
Milsco Milwaukee - Milwaukee, WI 53233
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expMilsco LLC is seeking a Director of Customer Operations to lead their customer service and account management teams. The role involves directing daily operations, fostering a customer-centric team, and ensuring high levels of customer satisfaction while optimizing processes and driving improvements across the organization.
AutomotiveManufacturing
Responsibilities
Directing daily operations of customer service and account management team
Leadership of a team of account managers responsible for ensuring operations run smoothly between Milsco and our key customers
Fostering a team that takes ownership of the customer experience with a focus on being an indispensable customer partner
Handling complex and escalated projects and initiatives
Working with account managers to develop, implement, and optimize demand forecasts for the Sales and Operations Planning process (S&OP)
Creating and implementing processes that simplify the customers’ interaction with the organization; identify pain points in the customer experience and drive resolution to improve customer relationships
Responsible for ensuring high level of customer satisfaction
Interface cross-functionally with operations, engineering, business development and finance to optimize overall customer experience, efficiency, and new business opportunities for Milsco
Responsible for creating and implementing a vision for how Milsco achieves status as a preferred supplier with its key customers
Set and manage KPIs for the customer operations team
Creating an organizational structure that enables effective succession planning; mentoring, coaching, and developing team members along their career paths
Ensuring strong communication channels exist between the customer and the appropriate departments, including operations, program management, outside sales, and engineering
Driving process improvements within the business
Planning, prioritizing, and delegating work tasks
Qualification
Required
Bachelor's degree in business, marketing, or a related field
Five years of experience leading customer service, customer logistics, or related team
Strong capabilities in quantitative analysis and problem-solving
Strong communication and organizational skills
Attention to detail and ability to manage multiple projects
Experience in ERP systems, preferably XA
Experience in EDI and order entry systems
Excellent written and verbal communication skills in English are required. Must be able to effectively communicate with customers and colleagues, write clear and concise e-mails, and participate in meetings and presentations in English
Versatility, flexibility, and a willingness to work within constantly changing priorities with a sense of urgency
Some travel is required, about 15% per year, and may include international travel
Company
Milsco LLC
You’ll find Milsco seats on many of the world’s most recognized brands.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Lara (Soltis) Davis
Senior Program Manager - H-D OE/CVO New Product Development
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