Customer Experience and Operations Lead
Footprint
Gilbert, arizona
Job Details
Full-time
Full Job Description
Summary:
As a Customer Experience & Operations Lead you will be responsible for driving the development and implementation of strategies to enhance the overall customer experience. This role requires a dynamic individual with a passion for customer satisfaction, strong leadership skills, and the ability to collaborate with cross-functional teams.
Essential Duties and Responsibilities:
Order Entry and Processing Oversight:
- Lead team that enters and process orders through Sage and our confirmation process.
- Ensure timely turnaround and communication with customers about orders and timing.
- Document or modify SOP’s as needed for the order entry process.
- Identify opportunities for and onboard new customers to EDI processing
- Issue shipped vs open orders report bi-weekly to sales team
- Track and present metrics weekly
S&OP Process Support
- Translate customer demand forecast into internal system file
- Align with demand planning on customer demand vs capacity on key skus
- Alert of potential issues with inventory vs order coverage
- Assist in allocations/ prioritization of Pos in case of supply shortage
- Sales demand to fulfillment intermediary
- Owns month end invoiced vs opens reporting to sales team to support demand file updates
Pricing File Administration
- Lead price quote metric collection across platforms
- Input approved pricing into Sage
- Ensure pricing alignment on PO’s
Sage Product & Customer Onboarding/ Maintenance
- Owns customer data/ maintenance
- Coordinates with accounting for new customer onboarding (file collection, entry, etc)
- Monitors customer PO/requirements and terms changes
- Manages product level creation in sage/ authorizations for ordering
- Creates new products in Sage, manages system product detail
Customer Experience Process Improvement:
- Identify inefficiencies in current processes and propose improvements to streamline operations.
- Collaborate with relevant departments to implement process enhancements.
- Measure the success of department and customer experience.
Cross-Functional Collaboration:
- Work closely with marketing, sales, finance and product development teams to ensure a cohesive and positive customer experience across all touchpoints.
- Facilitate communication and collaboration among different departments to resolve customer issues effectively.
Be a specialist on Footprint’s products, features, and functionality to confidently promote the benefits of being a Footprint customer.
Performs all other duties and responsibilities as assigned or directed by manager.
Requirements
Knowledge, Skills, and Abilities:
- Consistent track record of working independently to complete a high volume of customer cases.
- Excellent communication skills and excel in building positive relationships.
- Analytical mindset with the ability to interpret data and make strategic recommendations.
- Strong understanding of customer experience principles and best practices.
- Project management skills
Benefits
- Comprehensive Health Coverage: Including medical, prescription, dental, and vision care plans as well as HSA / FSA accounts.
- Insurance Protection: Basic term life, accidentals, short- and long-term disability, and voluntary life insurance coverage.
- Financial Security: Short and long-term disability plans, along with a 401(k) retirement plan.
- Time Off Support: Flexible time off program, paid holidays, sick leave, and parental leave benefits.
- Lifestyle Benefit: Voluntary Pet Insurance.
NOTE: This position is not eligible for a relocation benefit.