VP, Order Management And Customer Service

VP, Order Management And Customer Service

Join our Order Management & Customer Service team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere, every day.

Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Position: VP, Order Management and Customer Service

Department: Shared Services - Customer Service

Work Location: Chambersburg, PA, Marlborough, MA, El Paso, TX, Hybrid (work 3 days onsite)

Hybrid Schedule: At Helen of Troy, we embrace a flexible hybrid work model designed to support collaboration and productivity. For roles eligible for hybrid work, our standard schedule includes in-office collaboration from Tuesday through Thursday, with the option to work remotely on Mondays and Fridays. Any updates to this model will be communicated in advance. Please note that hybrid eligibility and schedules may vary based on business needs and manager expectations.

What you will be doing:

The Vice President, Order Management and Customer Service is a visionary leader responsible for setting strategic direction, driving operational excellence, and fostering innovation across our Direct-to-Consumer (DTC) and Business-to-Business (B2B) service and order operations. This role oversees implementation, training, technical support, order fulfillment, and service delivery, ensuring seamless experiences for both customers and consumers.

This individual will be responsible for growing a DTC and B2B organization to support a World Class Customer Service and Order Management Team through strategic leadership, team development, operational excellence, innovation and technology, and cross-functional collaboration.

Strategic Leadership

• Lead large, integrated teams across Customer Service and Order Management for DTC and B2B.
• Attract, recruit, develop, and retain top talent across both functions.
• Recruit experienced leaders for each functional role.
• Create rapid onboarding processes for new team members.
• Encourage continuous learning across all teams.
• Drive growth, productivity, and retention.

Order Management Excellence

• Oversee end-to-end order lifecycle: order entry, validation, fulfillment, shipping, invoicing, and returns.
• Define and track operational metrics such as Order Cycle Time, Fill Rate, OTIF (On-Time In-Full), Backorder Rate, and Return Rate.
• Benchmark against industry standards and establish systems for tracking and achieving goals annually.
• Analyze staffing requirements to meet service levels and order volume.
• Develop scalable processes and systems to support evolving customer needs and business goals.
• Ensure compliance with EDI standards, trade regulations, and customer SLAs.
• Partner with Supply Chain, Logistics, and IT to ensure inventory accuracy and timely delivery.
• Expose key metrics to the executive team and create a cadence for internal reviews.

Customer Service Excellence

• Lead DTC and B2B Customer Service teams focused on delivering exceptional consumer and customer experiences.
• Partner with Sales to strengthen customer relationships and align service expectations.
• Collaborate with Marketing and Finance to integrate customer insights into strategic planning and revenue forecasting.
• Manage key customer relationships through active participation in meetings and strategic planning sessions.
• Drive service level performance improvements (FRFP – Fill Rate First Pass Percentage, OTIF – On-Time In-Full) to boost revenue and minimize non-compliance penalties.

Direct-to-Consumer (DTC) Focus

• Conduct joint workshops with Marketing to align messaging and brand values.
• Create training modules focused on brand storytelling and consumer engagement.
• Recognize and reward associates who exemplify brand ambassador qualities.
• Audit current consumer communication channels (email, chat, phone, social).
• Benchmark against industry leaders for response time, tone, and resolution quality.
• Standardize scripts and escalation protocols.

Skills Needed To Be Successful In This Role

• Ability to be a brand ambassador for our consumers and customers.
• Strong empathy and passion for delivering exceptional service and driving brand loyalty.
• Deep understanding of value drivers in recurring revenue and order-to-cash business models.
• Expertise in order management processes, including order entry, fulfillment, invoicing, and returns.
• Strong analytical and process-oriented mindset with experience in KPI development and performance tracking.
• Demonstrated ability to lead cross-functional collaboration across Sales, Marketing, Finance, Supply Chain, and IT.
• Proven success in developing scalable systems and workflows to support high-volume order operations.
• Enthusiastic and creative leader with the ability to inspire and develop high-performing teams.
• Excellent communication, interpersonal, presentation, and negotiation skills.
• Demonstrates a positive and professional image.
• Must be able to work independently with minimal supervision.

Minimum Qualifications

• Bachelor's Degree from an accredited college or university in a relevant field (e.g., Business, Supply Chain, Operations, or related discipline).
• 10+ years of experience leading DTC and B2B Customer Service and Order Management teams.
• Proven experience managing order fulfillment, logistics coordination, and ERP systems (SAP or Oracle).
• Strong background in order-to-cash processes, service level agreements, and compliance.
• Hands-on experience with Magento (eCommerce platform), Kustomer (customer service CRM), iNymbus (EDI and order automation), and Kofax (document and workflow automation).Demonstrated success in implementing and optimizing order management systems and customer service platforms.
• Authorized to work in the United States on a full-time basis.

In Massachusetts, the standard base pay range for this role is $206,447.21 - $258,059.02 annually. This base pay range is specific to Massachusetts and may not be applicable to other locations. Actual salaries will vary based on several factors, including but not limited to location, experience, skill level, and performance. The range listed is just one component of the total compensation package for employees.

Benefits: Salary + Bonus, Healthcare, Dental, Vision, Paid Holidays, Paid Parental Leave, 401(k) with company match, Basic Life Insurance, Short Term Disability (STD), Long Term Disability (LTD), Paid Time Off (PTO), Paid Charitable (volunteer) Leave, and Educational Assistance.

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thoughts, cultures, and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

We will provide individuals with disabilities with reasonable accommodations to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot