Warehouse Operations and Customer Excellence Manager 6951

For over 75 years BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

As a member of our team youll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new sustainable and responsible ways.

Our roll up your sleeves and get the job done approach to work creates an environment where selfstarters problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

Its a colorful world make your mark by joining the BIC team today.

Foster a highperformance team by creating a strong learning and performance culture building a strong leadership base for development throughout supply chain.

The role is multifaceted and always evolving based on the needs and demands of the business and at a high level the role comprises the following core functions toimprove our key metrics (OTIF F&D spend inventory accuracy SLOBs & HSE) enhance our service to our customers through focusing on their KPIs (DIF DOT DIFOT & OBSL) as well as increasing supply chain efficiencies to become a supplier of choice & drive cost savings.

• Operational Excellence through overseeing the operations (including warehouse 3PL freight import & outbound inhouse production)
• Customer Excellence Leadership

Responsibilities:

Warehouse and 3PL Operations

• Oversee thewarehouse & 3PL distribution operations by initiating coordinating and enforcing program operational and personnel policies and procedures
• Complies with federal state and local warehousing material handling (ie; DGs / Material Safety Data Sheets) and shipping requirements (air water road) by studying existing and new legislation; enforcing adherence to requirements; advising management on needed actions.
• Safeguards warehouse operations and contents by establishing and monitoring security procedures and protocols.
• Drive a strong safety culture throughout the site & ensuring HSE is embedded in the operation and included in all decision making. HSE & SOPs maintained in line with Government Regulations and BIC HSE Guidelines.
• Maintain the WHSE site and ensure regular maintenance as required.
• Controls inventory movements in line with FIFO & BIC requirements ie Lighter Storage.
• Maintains physical condition of warehouse by planning and implementing new design layouts; inspecting equipment; issuing work orders for repair and requisitions for replacement.
• Consulting with other 3rd Party vendors such as Freight Customs Shipping Lines to execute requirements.

Customer Excellence Leadership

• Lead and mentor a highperforming customer service team fostering a culture of excellence and continuous improvement. (Supported by a Customer Service Supervisor) reporting to this role.
• Develop implement & monitor key performance indicators (KPIs) related to customer service & drive improvements once a benchmark for any new / improved KPIs are established.
• Implement strategies to enhance the customer experience across all touchpoints & investigate the adoption of AI & tools aimed at continuous improvement towards improved efficiencies.
• Using the insights from the Annual Advantage Survey to work collaboratively with the Commercial team & relevant customers on agreed action plans.
• Manage and resolve customer complaints (not product related) effectively including escalation and resolution.

Reporting Analysis & CostManagement

• Manage financial performance of the Warehouse & External / Internal Production costs vsbudgets. On a monthly (or frequency as needed) basis investigate and report on discrepancies and variations. Initiatecorrective actions where required.
• Benchmark Warehouse Production & Freight costs through market analysis & provide recommendation to Management on cost / efficiency savings.
• Assist with negotiation of any new contracts as well as contract extensions and renewals. Plan and run tenders where necessary for transport providers ancillary service providers and any other provider of services to BIC.
• Work closely with the Logistics Manager to submit and present accurate ontime monthly reports to management as required. Continuously develop & maintain a Dashboard which clearly and simply shows the overall performance against budget and expectations.
• Continuously monitor set KPIs. Report and conduct investigation of KPI misses & implement corrective actions.

InHouse Production & Quality Control

• Oversee the inhouse production schedules with the Logistic Manager & Production Officer when required and implement operating plans work schedules and shifts.
• Oversee the Quality Assurance function to ensure all products are produced and or printed according to specifications.

Qualifications:

• Extensive Warehousing and 3PL experience in a similar industry
• Degree or equivalent qualifications in Logistics/Supply Chain/Production is a plus
• Previous experience in a customer facing role.
• Advanced knowledge of WMS & TMS systems.
• Extensive knowledge of relevant industry legislation.
• Intermediate to advancelevel in utilizing MS Office Applications (Word Excel Power Point).

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BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products make better decisions and better serve our customers. We do not discriminate based upon race religion color national origin gender sexual orientation veteran status disability status or similar characteristics. All employment is decided based on qualifications merit and business need.

BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice all resumes submitted by search firms to any team member at BIC via email or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means