Job Summary: 

• Ensure and oversee support for assigned customer segments through various channels while effectively managing customer expectations and meeting service-level agreements
• Lead and direct the Customer Operations team to support customer needs (e.x. B2B, individual members, groups).
• Serve as liaison between teams supporting customer needs and initiatives, providing project-related information to direct reports to ensure its application to day-to-day operations.
• Identify and raise functionality needs and concerns relevant to Customer Care during the implementation phase of projects that may impact Customer Care or customers directly.
• Collaborate and build strong relationships with the Organization Markets team to build cross-team effectiveness and ensure strong teamwork, collaboration, and excellent service delivery.
• Effectively drive business initiatives in support of PMI’s growth strategy to achieve maximum profitability and growth.
• Identify opportunities for automation and standardization across all functions, with a focus on continuous improvement through service and operations excellence.
• Deliver insights to all internal stakeholders including the value chain and sales management. 
• Ship Complete and On Time Delivery, Price Integrity, and Reduced Vendor Violations. 
• Develop innovative changes within account management to drive efficiency.
• Support network changes and or Customer Operations initiatives/processes with customers and Sales.
• Drive growth and Identify and execute cost savings opportunities.
• Build effective partnerships with the value chain and logistics/distribution teams to drive effective processes that deliver value for the business.

Skills on Resume: 

• Segment Management (Hard Skills)
• Operations Leadership (Soft Skills)
• Support Liaison (Soft Skills)
• Needs Identification (Hard Skills)
• Relationship Building (Soft Skills)
• Initiative Execution (Hard Skills)
• Process Automation (Hard Skills)
• Insight Delivery (Soft Skills)

Job Summary: 

• Cultivate and maintain a positive team atmosphere that drives talent development and growth. 
• Manage workflow, escalations and effectively delegating across teams.
• Partner with the training team to ensure the development of direct reports as you continue to raise the bar on talent.
• Provide manager-level summaries related to team performance. 
• Manage and optimize KPIs/business processes within customer operations.
• Root causes all order management issues related to order entry, fulfillment, pricing, routing, shipping, and more.
• Ensure effective management of the operation and customer experience.
• Drive accountability and adherence to policy and procedure.
• Deliver year-over-year performance improvements.
• Responsible for Cost-To-Serve, Perfect Order. Resolve repetitive/structural supply chain issues with customers
• Work directly with customers to align on operational opportunities and initiatives that maximize cost efficiencies and the timely execution of key program deliverables
• Convey a deep understanding of best practices, systems, and enabling technology.
• Analyze data collected through SCOT, saleforce.com, ERP, and other inputs to build strategies that continually optimize and refine the customer experience and operations.

Skills on Resume: 

• Team Development (Soft Skills)
• Workflow Management (Hard Skills)
• Training Partnership (Soft Skills)
• Performance Reporting (Hard Skills)
• KPI Optimization (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Customer Experience Management (Soft Skills)
• Data Analysis (Hard Skills)

Job Summary: 

• Processes a high volume of stateside orders & direct import orders from all distributors.
• Receive and review purchase orders from distributors 
• Review inventory stock for all products, ensure customer orders are on the correct vintage, accurately code items with corresponding software, and review product pricing is up to date.
• Enter sales orders in SAP (Software Company)
• Review and analyze oversee warehouses to confirm they have proper vintages and products in stock, create orders in SAP (Software Company)
• Solve in collaboration with the Regional Sales Directors issues with incoming orders.
• Review and coordinate with all Control States for inventory replenishments 
• Take responsibility for processing sample orders, and processing all bailment orders.
• Correspond with the salesperson or marketing team member on all sample requests.
• Processes all sample orders in SAP (Software Company) and with US warehouses. 
• Monitor and review supply chain performance for/with customer
• Conduct regular internal and external review meetings, develop action plans
• Monitor and review supply chain performance for/with customer
• Conduct regular internal and external review meetings, develop action plans

Skills on Resume: 

• Order Processing (Hard Skills)
• Purchase Order Review (Hard Skills)
• Inventory Management (Hard Skills)
• SAP Order Entry (Hard Skills)
• Warehouse Coordination (Hard Skills)
• Issue Resolution (Soft Skills)
• Inventory Replenishment (Hard Skills)
• Supply Chain Monitoring (Hard Skills)

Job Summary: 

• Schedules and confirms pick-ups with UPS.
• Review Chicago Office Inventory and order products for samples, events, or marketing requests.
• Manage and coordinate with the CEO for all product pricing following company policy monthly.
• Create credit and debit notes from sales orders.
• Follow up on daily inquiries from sales, distributors, and warehouse staff regarding orders, inventory, vintages, containers, etc.
• Follow up with label registration with the TTB – send requests to label specialists from suppliers, and stay in contact with marketing and suppliers regarding registration.
• Coordination with compliance supplier of State Registration on all new products – communicate with the sales team on the status of registrations.
• Stay organized and ensure all state licenses and product renewals are completed by the compliance agent.
• Set up new products and vintages in distributors’ systems.
• Manage the coordination of all vintage changes with the sales team.
• Partner with Sales and the Customer to establish and foster key relationships within the customer’s Supply Chain organization to leverage influence on Supply Chain optimization.
• Provide supply chain leadership and support as a member of the multi-functional business team

Skills on Resume: 

• Pickup Scheduling (Hard Skills)
• Inventory Review (Hard Skills)
• Pricing Management (Hard Skills)
• Credit/Debit Note Creation (Hard Skills)
• Inquiry Follow-Up (Soft Skills)
• Label Registration Coordination (Hard Skills)
• State Registration Management (Hard Skills)
• Supply Chain Leadership (Soft Skills)