Job Summary:Oversees customer service operations within assigned scope of responsibility for one or more of the following processes: receiving orders, order entry, purchasing, invoicing, backlog, order tracking, status communication and other customer service activities. Provides oversight and direction regarding assigned team, financial and operational activities.Principal Responsibilities:- Ensures effective process utilization by reviewing and analyzing metrics to ensure accuracy and timeliness for all operation related support functions. Identifies areas where additional opportunities exist to improve operational service levels.- Champions continuous improvement activities of assigned processes that lead to increased operational efficiencies and resulting Return On Investment (ROI).- Implements new and/or improved processes and procedures. Partners with suppliers and customers on process development, program changes and identifying areas of mutual improvement.- Utilizes process knowledge to ensure processes are aligned and comply with all legal, contractual and internal financial controls requirements.- Supports business unit operations in forecast management, reporting and analysis, invoicing and business planning and analysis.- Resolves escalated internal, customer and supplier related tool, process, customer complaints or other specific issues.- Leads operations and customer business reviews.- Other duties as assigned.Job Level Specifications:- Coordinates and supervises the daily activities of business or technical support teams comprised of individual contributors. Sets priorities for the team to ensure task completion. May coordinate work activities with other supervisors.- Directs routine and repetitive operations of team.- Assignments are largely established in accordance with schedules and deliverables. Decisions are guided by policies, procedures and business plans.- Collaborates daily with direct reports and peers within similar functions primarily for the purpose of exchanging information.- Decisions have a direct impact on team operations. Erroneous decisions or failure to achieve results may cause delays in schedules and require the allocation of additional time, people and/or financial resources.Work Experience:- Typically 4+ years relevant work experienceEducation and Certification(s):- Bachelor's degree or equivalent experience from which comparable knowledge and job skills can be obtained.Distinguishing Characteristics:LI-AMERThe above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.(888) 994-7669.