Customer Fulfillment Associate Team Leader/Team Leader - Westfield, MA

Company Name:
Hill's Pet Nutrition is a $2.3 billion, global division of Colgate-Palmolive and the maker of Science Diet , Prescription Diet , and Ideal Balance brand pet foods. Our mission is to help enrich and lengthen the special relationship between people and their pets by providing the best, leading-edge pet nutrition technology, products and expertise to pet owners, veterinary professionals and other key pet professionals worldwide. Our company is a globally recognized Best Place to Work.
We invite applications for the position of Customer Fulfillment Team Leader in Westfield, MA, also covering Rochester, NY . As a Customer Fulfillment Team Leader for Hill's Pet Nutrition, you will provide on-site front line supervision for Customer Service Representatives (CSRs) and Lead Customer Service Representatives (LCSRs) in the Customer Fulfillment organization, carry out supervisory responsibilities in accordance with the organization's policies, applicable laws and DOT regulations, and be responsible for interviewing, hiring, and training employees; conducting performance appraisals, rewarding and coaching employees, as well as managing customer service issues and/or opportunities.
Responsibilities for this position include:
Manages business to ensure a team and its activities are consumer and customer focused. Ensures effective and efficient use of employees' time.
Conducts applicant interviews and recommends hiring.
Conducts training and meetings. Develops training for Customer Fulfillment that will improve efficiency and effectiveness to safely deliver world class customer service and safety training for LCSRs and CSRs.
Coaches direct reports through performance management. Conducts performance appraisals and recommends salary increases. Recognizes, develops, and mentors LCSR's for possible advancement. Works with LCSR to maintain a fleet.
Manages to SOPs, Field Guide, and company guidelines, policies, and procedures. Manages payroll, overtime and vacations scheduling.
Manages facility's operating budget and support revenue generation associated with annual HDS volume. Assists ACSM in preparation of annual budget, and provides monthly variance analysis.
Monitors route performance and recommends route design improvements. Partners with Customer Supply to resolve warehouse/inventory issues related to the route delivery operation. Ensures efficient delivery routing and common carrier freight minimization by working with the evening "router" and/or LCSRs.
Develops market partnership with Customer Development to ensure volume and promotional objectives are maximized.
Acts as the Lead resource for the Customer Fulfillment function for truck repairs, DOT questions, Safety issues, SAP, eBuy, Excel, financial issues, etc Ensures DOT compliance through coaching and the utilization of onboardtechnology
Researches and implements cost savings initiatives for the area. Creates and develops initiatives that will significantly improve/increase productivity and/or safety.
_Basic qualifications include_ :
Bachelors Degree in Business Management or related field
3+ years experience in supervising employees
3+ years experience in managing route delivery, transportation related or managing in a customer service intensive industry
Proficient in Word, Excel, PowerPoint, email, etc.
Willingness to work flexible hours including weekends and evenings
Willingness to do overnight travel
Willingness to travel up to 25% of the time
_Preferred qualifications include_ :
Exceptional team and relationship building skills required
Ability to identify and resolve problems using sound judgment
Effective communication skills
Familiar with DOT regulations
Commercial Drivers License Class A or B
Physical capability to cover delivery routes when the network experiences unscheduled absences.
Prior experience in budget and financial responsibilities
Equal Opportunity Employer
Colgate-Palmolive is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status or any other characteristic protected by law.
Requisition ID: 7761
Posted: 10/31/2014

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