Operations Manager

JOB PURPOSE

1. To lead customer service delivery; creating, implementing and delivering service delivery excellence by ensuring high standard logistics, inventory control, IT Process, Internal Communication and Distribution Management to achieve OTIF fulfilment to our Customers.
2. To deliver to the highest standards of operational and cost efficiency and customer service.

KEY RESPONSIBILITIES:

• Create a robust service delivery environment to support the growth aspirations of the business.
• Develop strong internal relationships and understanding of service delivery issues and requirements across the business.
• Act as a strong leader, communicator and facilitator within the business. Provide day-to-day leadership for direct reports and the broader team, managing and motivating through clear communication, objectives and KPI’s. Establish clear measurable goals and objectives to determine individual and team results
• Work closely with external 3PL partners
• Maintain detailed hands on review and management of customer order status and delivery
• Lead an on-going process of improvement within the supply chain, customer service and IT environments to deliver business targets.
• Develop and maintain customer service delivery and performance KPI’s
• Support customer EDI implementations
• Liaise with Key internal and external customers over service delivery requirements
• Work closely with  3PL implant over customer orders, delivery requirements and issues.
• Assist in liaising with distribution carriers to deliver the best rates and a timely and quality service.
• Manage the business’ e-fulfilment service, improving processes to deliver efficiently in a cost effective manner.
• Assist in developing best practice across the UK and US customer base

PERSONAL SKILLS AND ATTRIBUTES

• Bright analytical problem solver, capable of working in an effective unflustered manner
• Good IT skills – familiar in an ERP environment and good excel skills
• Good communicator, with empathetic approach to delivering targets
• High energy and passionate to perform well

KEY PERFORMANCE INDICATORS

• OTIF Customer Service of at least 95%
• Achieve Gold supplier status with Customers
• Support Demand Planning to achieve a stock availability in regional DC’s of 95% initially

• Continuously improve the service delivery and supply chain costs as a % of Sales