Responsible for ensuring the seamless integration of customer service and logistics operations with a strong emphasis on alignment with the enterprise shared service organization. This role plays a pivotal part in enhancing customer satisfaction, optimizing logistics processes, and maintaining compliance with established standards, SLA’s and KPI’s. The incumbent will serve as the main point of contact and liaison between the Customer Service and Logistics department and the Enterprise Shared Service Organization to ensure program is well-managed and compliant. This role is vital in maintaining trust, transparency, and effective operation.

Shared Service Alignment:

• Act as the primary point of contact and advocate for the Customer Service and Logistics department in its interactions with the Enterprise Shared Service Organization.
• Collaborate with the shared service organization to ensure service level agreements (SLAs) are met and continuously improved.
• Track and maintain progress reports and identify areas that need focus.

Organizational Change Management/Customer Service And Logistics Integration

• Work with Transformation Office to develop a strong OCM plan related to the ESO shift.
• Collaborate with cross-functional teams to develop and execute strategies that ensure the efficient and effective integration of customer service and logistics operations.
• Facilitate communication and information sharing between the Customer Service and Logistics team and other departments to streamline processes and meet customer demands.

Governance And Compliance

• Maintain a strong focus on compliance with relevant industry regulations, company policies, and best practices in customer service and logistics.
• Develop, implement, and monitor governance frameworks and SOPs to ensure consistency and accountability in processes.

Process Optimization

• Identify opportunities for process improvement and efficiency gains within the customer service and logistics operations.
• Work closely with stakeholders to implement changes that enhance performance and customer satisfaction.

Data Analysis And Reporting

• Utilize data and key performance indicators to analyze customer service and logistics performance focused primarily on the ESO and identify areas for improvement.

• Bachelor’s degree in Business, Supply Chain Management, or related field (MBA or equivalent is a plus).
• Proven experience in customer service and logistics, with a strong focus on governance and compliance.
• Proactive and self-motivated with a strong sense of ownership.
• Ability to work effectively in a collaborative, cross-functional team environment.
• Strong leadership and negotiation skills.
• Results-driven with a focus on continuous improvement.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Experience with data analysis and reporting tools.
• Project management experience is preferred.
• Stay informed about industry best practices related to ESO program to maximize effectiveness of program
• Occasional domestic and international travel required