Levi Strauss & Co.
Senior Director, Customer Service
Levi Strauss & Co., San Francisco, California, United States, 94199
Job Description
Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.
The Senior Director, Customer Service will report directly to the SVP, Global Controller and Shared Services. You will lead a team of regional leads, and indirectly leading over 150 international internal customer service resources, and over 100 outsourced resources.
You have a customer-centric mindset and establish a team culture that is focused on operational excellence in service to our commercial teams. You are responsible for the unification and development of our global customer service organization (order management and wholesale customer service teams) and ensures the people and processes are in place to manage customer orders and respond to customer requests. You are the liaison between customer service and other departments within the LS&Co. including commercial, sales, distribution, finance, and IT. You can balance different partners, while simultaneously ensuring the demands of our met. You will need to ensure we are modernizing our customer service organization while meeting the regular demands of the business.
You will have an knowledge of the order-to-cash process, experience managing globally diverse teams, coaching and motivational skills, advanced analytics skills, demonstrated ability to develop customer service indicators, and the ability to perform root cause analysis and develop corrective actions. SAP experience is required.
About The Job
Lead the order management process and improve global standardization by identifying areas of opportunity, prioritizing based on expected business value, directing a portfolio of improvement projects with teams from commercial operations, supply chain, finance and IT.Provide strategic direction to regional leads to deliver process improvement of the order management and customer service processes to reach and sustain the best performance.Partner with technology teams on system evolution and identify opportunities for Robotic Process Automation and application of Artificial Intelligence solutions to further end-to-end process efficiency.Ensure that processes are sufficiently documented, and that this documentation is well maintained.Track order management process health through KPIs, SLAs, metrics and take appropriate corrective action in areas of concerns. Ensure that KPI's are sufficient and meaningful to help manage commercial decision-making and performance monitoring.Support education to ensure broad organizational support and understanding behind the process especially during periods when there are personnel changes.Provide commercial partners with information that supports decision making so that decisions allow the company to reach its strategic and financial goals.Make recommendations and decisions to improve overall results rather than functional or team results.Solicit and capture feedback from partners.Work with, Supply, Planning and Distribution partners to maximize order fulfillment.Improve awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standardsDevelop a high-performance team culture. Ensure talent development and succession planning in place. Motivate and engage the teams.Partner with Credit and Collections teams in maximizing cashflow, revenue and profitability balanced with risk mitigation.Close collaboration with outsourced vendor partners in ensuring agreed qualitative and quantitative metrics are met.Represent customer service function in key-cross functional plans.Direct and assure compliance with all policies, procedures and customer-specific requirements related to orders.Lead our performance analysis and create cohesive reporting from order management, supply chain, and finance on respective performance regarding demand, supply, and revenue short-term target outlook.Partner with Finance to report weekly on the ongoing financial health of the business.
About You
Degree or equivalent experience in a quantitative / operational discipline in Business Administration or related (e.g. engineering, operations research, statistics, finance, or economics)10+ years of progressive, demonstrated order to cash, commercial and finance experience with focused areas including the following: order management, customer master data, billing/invoicing, collection, dispute management, sales and revenue forecasting, and revenue recognition.Experience with the order-to-cash process within an SAP ERP environmentExperience designing and implementing tools and systems related to order management responsibilities.Understanding of order receipt to delivery supply chain concepts and processesGood knowledge in process improvement methodologies (e.g. Lean, Six Sigma)Experience partnering with partners across the matrix to achieve our goals.Knowledge of how customer service fuels the commercial side of the businessExperience in the apparel industry a plus.
The expected starting salary range for this role is $173,000- $262,600 per year .
We may ultimately pay more or less than the posted range based on the location of the role. The amount a particular employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and business needs.
Levi Strauss & Co. (LS&Co.) offers a total rewards package that includes base pay, incentive plans, 401(k) matching, paid leave, health insurance, product discounts, and more designed to help you and your family stay healthy, meet your financial goals, and balance the demands of your work and personal life. Available benefits and incentive compensation vary depending upon the specifics of the role; details relating to a specific role will be made available upon request. Read more about our benefits here.
LS&Co. is an affirmative action and equal employment opportunity employer. We welcome and value people from diverse cultures, backgrounds, and experiences to make LS&Co. a collective success.
(())
EOE M/F/Disability/Vets
LOCATION
San Francisco, CA, USA
FULL TIME/PART TIME
Full time
Current LS&Co Employees, apply via your Workday account.
#J-18808-Ljbffr
Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.
The Senior Director, Customer Service will report directly to the SVP, Global Controller and Shared Services. You will lead a team of regional leads, and indirectly leading over 150 international internal customer service resources, and over 100 outsourced resources.
You have a customer-centric mindset and establish a team culture that is focused on operational excellence in service to our commercial teams. You are responsible for the unification and development of our global customer service organization (order management and wholesale customer service teams) and ensures the people and processes are in place to manage customer orders and respond to customer requests. You are the liaison between customer service and other departments within the LS&Co. including commercial, sales, distribution, finance, and IT. You can balance different partners, while simultaneously ensuring the demands of our met. You will need to ensure we are modernizing our customer service organization while meeting the regular demands of the business.
You will have an knowledge of the order-to-cash process, experience managing globally diverse teams, coaching and motivational skills, advanced analytics skills, demonstrated ability to develop customer service indicators, and the ability to perform root cause analysis and develop corrective actions. SAP experience is required.
About The Job
Lead the order management process and improve global standardization by identifying areas of opportunity, prioritizing based on expected business value, directing a portfolio of improvement projects with teams from commercial operations, supply chain, finance and IT.Provide strategic direction to regional leads to deliver process improvement of the order management and customer service processes to reach and sustain the best performance.Partner with technology teams on system evolution and identify opportunities for Robotic Process Automation and application of Artificial Intelligence solutions to further end-to-end process efficiency.Ensure that processes are sufficiently documented, and that this documentation is well maintained.Track order management process health through KPIs, SLAs, metrics and take appropriate corrective action in areas of concerns. Ensure that KPI's are sufficient and meaningful to help manage commercial decision-making and performance monitoring.Support education to ensure broad organizational support and understanding behind the process especially during periods when there are personnel changes.Provide commercial partners with information that supports decision making so that decisions allow the company to reach its strategic and financial goals.Make recommendations and decisions to improve overall results rather than functional or team results.Solicit and capture feedback from partners.Work with, Supply, Planning and Distribution partners to maximize order fulfillment.Improve awareness of both the external and internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standardsDevelop a high-performance team culture. Ensure talent development and succession planning in place. Motivate and engage the teams.Partner with Credit and Collections teams in maximizing cashflow, revenue and profitability balanced with risk mitigation.Close collaboration with outsourced vendor partners in ensuring agreed qualitative and quantitative metrics are met.Represent customer service function in key-cross functional plans.Direct and assure compliance with all policies, procedures and customer-specific requirements related to orders.Lead our performance analysis and create cohesive reporting from order management, supply chain, and finance on respective performance regarding demand, supply, and revenue short-term target outlook.Partner with Finance to report weekly on the ongoing financial health of the business.
About You
Degree or equivalent experience in a quantitative / operational discipline in Business Administration or related (e.g. engineering, operations research, statistics, finance, or economics)10+ years of progressive, demonstrated order to cash, commercial and finance experience with focused areas including the following: order management, customer master data, billing/invoicing, collection, dispute management, sales and revenue forecasting, and revenue recognition.Experience with the order-to-cash process within an SAP ERP environmentExperience designing and implementing tools and systems related to order management responsibilities.Understanding of order receipt to delivery supply chain concepts and processesGood knowledge in process improvement methodologies (e.g. Lean, Six Sigma)Experience partnering with partners across the matrix to achieve our goals.Knowledge of how customer service fuels the commercial side of the businessExperience in the apparel industry a plus.
The expected starting salary range for this role is $173,000- $262,600 per year .
We may ultimately pay more or less than the posted range based on the location of the role. The amount a particular employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and business needs.
Levi Strauss & Co. (LS&Co.) offers a total rewards package that includes base pay, incentive plans, 401(k) matching, paid leave, health insurance, product discounts, and more designed to help you and your family stay healthy, meet your financial goals, and balance the demands of your work and personal life. Available benefits and incentive compensation vary depending upon the specifics of the role; details relating to a specific role will be made available upon request. Read more about our benefits here.
LS&Co. is an affirmative action and equal employment opportunity employer. We welcome and value people from diverse cultures, backgrounds, and experiences to make LS&Co. a collective success.
(())
EOE M/F/Disability/Vets
LOCATION
San Francisco, CA, USA
FULL TIME/PART TIME
Full time
Current LS&Co Employees, apply via your Workday account.
#J-18808-Ljbffr