Supply Chain Manager. Customer Experience

Supply Chain Manager. Customer Experience

Work Mode: Remote

Location:Remote - United States

Opportunity

As our customer experience manager, you will oversee and enhance every aspect of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. Your role is pivotal in shaping the customer experience and driving the company's success.

• Develop and implement innovative strategies to enhance customer interactions across various touchpoints and channels, to ensure a seamless and positive experience.
• Analyze customer feedback, surveys, and data to identify pain points and opportunities for improvement. Conduct root cause analysis to develop or implement effective and sustainable solutions for supply chain processes.
• Collaborate with cross-functional teams, including customer service, logistics, sales and operations planning, transportation, quality, marketing, and sales, to ensure alignment and deliver consistent, exceptional service.
• Train, educate, and communicate with associates on supply chain performance and customer-centric best practices to foster a customer-focused culture across the organization.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction and loyalty. Provide regular reports and actionable insights to senior management and stakeholders.
• This is a Customer Facing role and is expected to be leading edge in ideas, action, communication, and results. A broad Supply Chain and business acumen with demonstrated results are required.
• Responsibilities for this position touch these key areas and complete ownership is expected:
• *Customer Engagement *Business Metrics *Collaboration *Analysis *Tactical Execution of Ideas *Process Improvement *Sales Interaction *Accountability *E2E Business Knowledge *Systems

Specific Responsibilities

• Design & improve customer experience; Begins with understanding each customer and their specific need. Map the customer journey and identify opportunities to proactively intervene by partnering with functional experts. Then, set clear vision so that the entire process is transparent for the customer, with clear expectations. Build strong relationships with functional owners that are fostered by gathering customer feedback in real time and facilitate organizational profitability. This feedback is incorporated into the sales process to improve the overall customer experience.
• Increase customer satisfaction, loyalty, and advocacy; every touchpoint with Kohler's customers is a chance to make their experience remarkable. Build and manage customer councils and panels to gain rapid and relevant insights, and drive change. Lead the design and implementation of customer experience initiatives/projects with an objective to achieve top decile NPS.
• Sets stretch objectives for the Supply Chain to ensure evolution of the functional capability of the department and continuous improvement. Ensure that primary and secondary customer-centric metrics are in place for each initiative. Ensure the Kitchen & Bath Americas organization is measuring the appropriate Supply Chain metrics based on customer and business expectations. Create and implement analytical reports, complete ad-hoc reporting requests and serve as a subject matter expert on all customer insights.
• Provides consistent communication. Publish frequent customer facing and internal communications to keep the customer and our associates informed of business dynamics, service interruptions, change management, and improvements. Stand-up monthly communication forums. Gain strategic alignment across a matrixed organization on developed strategies, recommended pilot concepts, business cases and funding requirements. Guide team in effective functional issues resolution and handle escalations.
• Key Customer Experience Management Metrics. *Net Promoter Score (NPS) *Customer Satisfaction (CSAT) *Lines On-Time In-Full (LOTIF) *Lead Time Accuracy *Order Fulfillment Cycle Time (OFCT) *Load Quality (Over, Short, Damage) *Consistent and Quick Delivery (Shipment Planning to Deliver) *Claims Entry Cycle Time (CECT) *Past Due Order Backlog

Skills/Requirements

• Bachelor's Degree required, Master's Degree preferred.
• 5 or more years of experience in customer service operations, customer experience management, supply chain or related field.
• Knowledge of Wholesale, Retail, and/or eCommerce channels, with understanding of industry trends and changes in Supply Chain is required.
• Proficiency in using Excel, Power BI, and SAP, as well as customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
• Excellent Communication: Strong verbal and written interpersonal skills to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback clearly.
• Strong Analytical Skills: Part of the daily role includes a need to analyze metrics, customer data, and feedback to identify root causes and derive meaningful actions or insights for data-driven decision-making to enhance the customer journey.
• Customer Service Orientation: Demonstrate an ability to place the customer at the center of decision-making and continuously strive to exceed their expectations.
• Problem-Solving: Identify and address customer issues, resolve conflicts, and find creative solutions to pain points.
• Leadership: Essential for driving customer-centric initiatives and influencing positive change within the organization.
• Adaptability: Proactively respond to evolving customer needs, industry trends, and shifting business dynamics. Agility, prioritization, and multi-tasking are critical skills for success in this role.
• Emotional Intelligence; Navigate the emotions of both the customers and team members, balancing practical needs.
• Must be willing to travel 10-20% of the time.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The salary range for this position is $94,400 - $119,950. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us
It is Kohler's policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com. Kohler Co. is an equal opportunity/affirmative action employer.