Sr. Mgr. Customer Service

Sr. Mgr. Customer Service

Function: Supply Chain

Location: Queretaro, QUE, MX

Work Arrangement: Hybrid

Position Title: Customer Service Sr Manager

Location: Mariscala Plant, Queretaro

Reports to: Director of Customer Service

Direct Reports: 6+

Scope / Brands: Customer Service / Assigned Business Unit

About The Wella Company

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world's leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin, and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

The Role

We are actively looking for a Professional Beauty Customer Service Sr Manager, Assigned Business Unit to lead all order management activities for Wella's Assigned Business Unit business. This individual will embody the Wella vision focused on meeting the end-to-end needs of our clients from the initial order placement to delivery and through the end of the cash cycle. This role will be responsible for managing a team of 7 individuals through this dynamic business to delight customers and drive business synergies and improvements. You will become the voice of the customer service team and will become a key member of Wella supply chain and daily business operations.

Key Responsibilities

Oversee Assigned Business Unit team to provide best-in-class customer service across multiple customers and sales channels

Drives increased fill rates and on-time metrics through collaboration with supply, demand, logistics, and warehouse teams

Ensures audit compliance and improves controls for key business practices

Collaborates with finance and other supply chain functions to define and communicate month-end and year-end targets

Defines new and identify existing improvement opportunities for end-to-end order management and logistical processes including generating SOPs, job aids, and trainings to guide and standardize work efforts

Improve chargeback metrics and find improvement opportunities to chargeback and customer compliance programs

Assist with promotional cycle management, pipeline orders, and other key customer strategic initiatives

Qualifications

Essential:

Bachelor's degree BS Engineering, Business Administration, Supply Chain managements, Economics or related fields

Experience working with beauty, and or CPG related customers

Previous management experience in supply chain or other relevant areas

Strong SAP skills preferred, and Excel (pivot tables, formulas, functions) and general computer experience required

Knowledge of supply network operations (or general business background) and the order-to-cash (OTC) process

Ability to work under pressure, meet deadlines and handle multiple projects simultaneously

Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership

Collaboration skills: Ability to work collaboratively across different styles. Develop strong partnerships. Must be able to work well with people who are not physically collocated

Desirable:

Entrepreneurial and critical thinking in a fast-paced industry by making principle-based decisions that deliver win-win situations for the company and our stylists

Strong organizational skills to promptly respond to queries, follow timelines and SOPs to ensure high quality delivery service

Aptitude for problem solving; proven ability to create, implement and measure new

Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc.)

Transparent, inclusive, and collaborative with different personality types, and passionate about helping people

Partner and influence others effectively are key as there is constant communication with customers and internal partners to deliver on customer expectation

EEO Opportunities

We offer equal employment opportunities to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us.

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results.