Customer Experience and Operations Lead

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: 

1. Consistent track record of working independently to complete a high volume of customer cases. 

1. Excellent communication skills and excel in building positive relationships. 

1. Analytical mindset with the ability to interpret data and make strategic recommendations. 

1. Strong understanding of customer experience principles and best practices. 

1. 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.