Director of Customer Service

The Director Customer Service provides leadership to the cased goods customer service team to support order management, fulfillment and sample operations for all sales divisions. This leader will ensure the highest level of service to align with portfolio strategy, expense control, and company goals are achieved while remaining consistent with Company policies, procedures, and culture. The Director Customer Service will serve as the primary liaison to internal and distributor partners for issue resolution, program execution and policy changes. Working collaboratively with internal and external customers, this role drives continuous improvement of cross-functional business processes that facilitate an efficient, effective supply chain and supports volume and financial goals of the Delicato commercial team.

• Oversees, directs, and manages departmental activities and team performance
• Drives and models company culture and holds self, peers, and direct reports accountable for demonstrating a constructive company culture through influential, personal behavior and actions
• Develops and implements clearly defined operational and individual goals to develop employees, achieve productivity levels, and to attain the company's strategic plan
• Researches best practices, stays abreast of industry trends, and maintains awareness of regulatory changes to ensure compliance and continually improve operations
• Executes departmental financial objectives by preparing budgets, scheduling expenditures, analyzing variances, and initiating corrective action
• Achieves departmental results to ensure the effective delivery of the strategic plan
• Develops staffing needs; attracts, motivates, and retains a workforce with the appropriate knowledge, skills, and abilities to achieve goals and objectives
• Promotes and ensures a safe and healthy work environment for all employees
• Leads the way and prepares departmental staff for success in a continually changing environment
• Fosters a work environment that encourages creative thinking, promotes flexibility, and drives innovation
• Addresses employee issues, concerns, and complaints in an objective and confidential manner; notifies HR Business Partner and keeps immediate manager informed as appropriate
• Ensures compliance and consistent application of company policies, initiatives, and decisions
• Coaches, guides, and develops direct reports; fully engages in the GPS (Performance Management) process; provides high-quality feedback, and ensures proper GPS documentation of employee performance, recognition, and deficiencies

• Establishes excellent working relationships with internal and external customers; ensures performance of team meets or exceeds established goals, and puts into action strategic plans to proactively enhance the Company's ability to meet the needs of current and future customers
• Actively engages in customer supply chain meetings, divisional S&OP customer service presentations and new Sales team onboarding
• Solicits feedback via customer satisfaction survey of stakeholders and develops action plans to respond to results
• Analyzes procedural operations for adherence with controls and efficiency; implements strategic process improvement and technology changes, ensuring consistency across the customer service, supply chain, finance and compliance teams
• Manages and directs customer service operations, communication, and order management for Domestic, International, and Exclusive Sales Divisions; this includes all order types including standard orders, make-to-order, bailment replenishment, direct import, custom bottling/canning sales orders, excess materials sales, distributor sales support billing and others
• Responsible for ensuring efficient and cost-effective management of wine sample fulfillment from request triage and order processing though shipment to support event/PR/media, competitions, marketing/sales requirements, etc.; collaborates with customers and distribution operations to support prompt processing and delivery
• Provides clear direction, consistent, professional communication, and customer focus to manage any questions, issues, exceptions or supply disruptions that occur in the course of daily operations
• Oversees product allocation processes and execution to enable seamless flow of product that is either supply constrained or part of a special program
• Manages, directs, and coordinates the implementation of programs sponsored by Marketing or Customer Development Sales with the internal and external sales teams inclusive of new product launch execution
• Develops, implements, and maintains KPIs, volume metrics, and various other analyses related to order management
• Provides reporting and tracking tools to Sales, and other departments for special programs, distributor performance, order cycle/mix trends and product launches
• Ensures company policies and procedures are followed in all aspects of the job, internally and externally
• Supports inventory analysis and reporting, specifically as it relates to order management
• Exhibits flexibility and willingness to take on new responsibilities and assignments as they are identified and to assist with various ad hoc projects as needed, including acquisitions, new agency/import suppliers, distributor changes and new product launches
• Effectively addresses customer issues and represents the function for product recall/withdrawal, if required
• Builds strong relationships with other functional leaders to recommend and implement solutions to company issues
• Manages cost center forecasting, budgeting and spending while identifying opportunities for savings

*Other duties may be assigned

*Other duties may be assigned

Education and Experience

• Bachelor's degree in Business Management or related field
• 7+ years experience in customer service operations or customer service experience
• 5+ years leadership or management experience
• Wine industry experience is desirable

Knowledge, Skills, and Abilities

• Strong computer skills (Advanced Excel, PowerPoint, Word); proficient in desktop application
• Strong analytical skills; works effectively with data, trend analysisand detail
• Strong communication skills, verbal, written and presentation; effective writer with strong sense of grammar and tone
• Strong customer service orientation; highly professional and pleasant disposition
• Ability to diffuse tensions under stressful conditions
• Strong listener
• Strong organizational skills; able to prioritize and quickly assess what needs to get done; effective in managing multiple projects
• Effective team player; maintains a motivating and positive attitude
• Creative, energetic and self-starter
• Thrives well under pressure and in a fast-paced, changing environment
• Ability to read/analyze reports, trade journals, and brand related materials
• Capable of writing/creating reports, business correspondence, and presentations; aptitude in effectively presenting information and responding to questions from groups of managers, clients, customers, and the general public
• Proficiency in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

Certificates and Licenses

• N/A

• General office environment with limited travel
• Required to drive automotive equipment

• Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
• Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
• Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
• Follows all Company policies and procedures

Management retains the discretion to add to or change the duties of the position at any time.