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Mgr, Order to Cash & Cust Experience

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Date: Jan 10, 2019

Location: LAKE FOREST, IL, US, 600455202

Company: Grainger

Primary Function:


The CX Manager is responsible for defining and executing a plan for delivering the appropriate Customer Service around the world based in customer insights.  This position will be responsible for:

  • Define & Execute the customer experience vision, mission & strategy  in Grainger Global Export
  • Establish the KPI’s that will measure the customer experience performance internally and linked with Voice of the customer.
  • Apply CI Methodology & Technology to scale customer experience and Global Export Operation.
  • Pursue, define and promote opportunities for Grainger to efficiently and effectively employ dedicated fleet transportation solutions throughout the logistics network. Work collaboratively to develop organizational capabilities to manage required fleet operations, once a company solution is identified.
  • Work cross-functionally with Export Sales and Supply Chain partners to implement plans developed
  • Focus on improving gross margin (percentage and dollars), sales, category ROIC & Economic Earnings, supplier performance, and product information.
  • Developing a strategic plan and execution throughout the order life cycle including: gathering and prioritizing customer requirements, defining the expectations and working closely with sales, customer service, resellers and market research to ensure the best solutions are deployed.
  • Understand and analyze the data with the CX team developing scorecards and the problem solving methodology to eliminate or reduce the root causes
  • Focus on improving promise to ship and order cycle time and all the process between these indicators through an operative model which assure the accountability and execution
  • Pursue, define and promote solutions efficiently and effectively throughout the logistics network and work collaboratively to develop organizational capabilities to manage the customer requirements
  • Work cross-functionally with Export Sales and Supply Chain partners to implement plans in order to improve the customer experience
  • Structure the team collaboration in Global Export with works streams in order to get the appropriate results in the KPIs defined
  • Look for collaboration to get the best practices and look for standardization in CX initiatives with GMEX and Latin-American teams


Principal Duties & Responsibilities:

  • Work cross-functionally with Export Sales and Supply Chain partners to implement plans developed
  • Work with the U.S. Supply Chain partners to ensure flawless delivery of product in accordance with customer availability promise
  • Establish the customer experience indicators and the execution plan.  For example:
    • Promise to Shipment
    • Order Cycle Time
    • Availability and delivery requirements
  • Develop and manage CX scorecard to ensure execution of operational requirements
  • Work with Sales, Marketing, Customer Service and Traffic team  to define customer availability requirements across the regions
  • Develop the right expectation to our customer and business in terms of CX
  • Work with the U.S. Supply Chain partners to ensure flawless delivery of product in accordance with customer availability promise
  • Work with Global legal partners to ensure Import / Export compliance
  • Evaluate and develop long-term approach to leveraging non-U.S. product assortment and logistics network in Grainger’s Strategic Product Assortment
  • Coach managers/supervisors to lead continuous improvement initiatives of all sizes and scopes through the initiation, planning, implementation, and control phases of the project life cycle leveraging CI tools and processes.
  • Create and manage updates to the standard work processes and procedures executed by the contact center, and ensure they are as simple as possible.
  • Working with training and other departments to align changes in core processes to training, metrics, and quality monitoring (as examples).
  • Working with the communication leader, develop, distribute and maintain continuous improvement information related to best practices, updates to standard work, etc.

Preferred Education & Experience:

  • MA/MS/MBA or equivalent preferred.
  • 7-10 years of experience in related field preferred.
  • Strong leadership skills.
  • Ability to manage changes both internally and externally.
  • Excellent listening, communication, and interpersonal skills.
  • Capacity to coach and develop a team to World-Class standards. Including providing the appropriate level of direction, enabling others to succeed, and providing open and timely informal and formal feedback.
  • Ability to anticipate trends, situations, or changing market conditions and take appropriate action on a timely basis.
  • Strong general management skills, including process management and financial management.
  • Ability to grasp and learn complex concepts quickly and independently.
  • Capacity to develop and implement strategy for customer segments as well as specific customers.
  • Advanced understanding of and ability to manage in a matrix organizational structure.
  • Organizational effectiveness across the corporation.
  • Business acumen that delivers expected results.
  • Inspiring leadership within the department and throughout the organization.
  • Marketing skills that identify market trends and segments for pursuit.
  • Sales Management process that encompasses planning, forecasting, account penetration and pipeline review.
  • Proven experience in developing and executing pricing strategies, preferably in an e-commerce environment with large SKU assortments. 
  • Demonstrated proficiency in working across business functions i.e. Merchandising, Finance, Marketing, and Customer Service.
  • Experience in developing financial analysis and implementing changes based upon analysis.
  • Solid leader and self-motivated with proven ability to establish and sustain strong internal customer relationships and external customer knowledge and effectively balance customer needs with those of the business.
  • Ability to manage change and influence others in order to reach stated objectives.  Proven relationship-building skills to get desired results.
  • Excellent communication and business writing skills.  Ability to determine the appropriate amount of detail gained in research in order to present findings in an accurate, methodical, and concise manner.
  • Good financial and analytical skills.  Strong decision making and problem solving skills.

Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status.





Job Segment: Manager, Logistics, Supply, Supply Chain, MBA, Management, Operations

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