Warehouse Operations and Customer Excellence Manager

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, you'll 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 self-starters, 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. It's a colorful world - make your mark by joining the BIC team today. Foster a high-performance team by creating a strong learning and performance culture, building a strong leadership base for development throughout supply chain. The role is multi-faceted and always evolving based on the needs and demands of the business, and at a high level the role comprises the following core functions to improve 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, in-house production) - Customer Excellence Leadership **Responsibilities**: **Warehouse and 3PL Operations** - Oversee the warehouse & 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; DG’s / 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 high-performing 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 & Cost Management** - Manage financial performance of the Warehouse & External / Internal Production costs vs budgets. On a monthly (or frequency as needed) basis, investigate and report on, discrepancies and variations. Initiate corrective 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 on-time 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 KPI’s. Report and conduct investigation of KPI misses & implement corrective actions. **In-House Production & Quality Control** - Oversee the in-house 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