Carrier Manager, Customer Services Ecommerce and Fulfillment in Ashland, Massachusetts
United States of America
CAFMA: FS Kidde Fenwal Ashland MA 400 Main Street, Ashland, MA, 01721 USA
We make the world a better place to live!
At Carrier, we build and maintain comfortable, accessible, efficient, healthy, safe, secure and sustainable environments. Carrier’s Fire & Security Products (FSP) business builds technology that saves lives and protects property by offering leading fire and security systems solutions globally.
Carrier Fire & Security Products, the world’s largest manufacturer of fire safety products, is seeking a Manager, Ecommerce and Fulfillment for its Kidde Fire Systems business in Ashland, MA! Kidde Fire Systems provides fire suppression solutions that protect people and property from the effects of fire. For over 100 years, industry leaders and the military have relied on Kidde Fire Systems to deliver outstanding fire detection and suppression for their mission-critical applications.
The Manager, Customer services and Ecommerce and Fulfillment will design the pre-delivery and after-sale support for orders handling and the ability to transform into E-Commerce customers. This role will partner with other business functions to strategize and implement standard work to streamline the current order entry process while aligning the process to meet the evolving needs of the E-Commerce customer. The Manager, Customer Services Leader, will use the customer satisfaction scorecard/customer satisfaction metrics as a key driver for success. A continuous improvement mindset and strategic vision for the evolution of processes and tools will be required. The leader will lead organization design and transformation efforts for the long-term continued development and growth of the Kidde Fenwal business. This leader will also play an integral role in aligning and driving the company culture.
This position reports directly to the Service and Aftermarket Director, collaborating with the full spectrum of Kidde Fenwal leaders, including product management, operations, finance, engineering, and marketing and supply chain.
Specific responsibilities for this position include:
Effectively lead the customer services and data integrity groups by supporting operational consistencies, effective change, and performance management.
Implement consistent and effective JD Edwards (JDE) order entry processes for standard and systems-related orders.
Maintain a strong understanding of all orders in the pipeline and booked to ensure the achievement of relevant milestones.
Establish Key Metrics. Ensure that the team consistently meets or exceeds these performance measures.
Manages a variety of assigned special projects for large-scale organizational impact. Position has a strong bias for continuous process improvement.
Serve as cross-functional team leader/member in the analysis of business issues as well as requirements definition for solution implementation.
Review and analyze all commercial aspects of the post-sale business core processes and procedures to identify and prioritize maximum improvement potential.
Drive participation in process improvement teams and lead medium to large-scale improvement projects.
Partner with key stakeholders across the business to improve critical processes.
Create functional specifications for order management process and technology improvement initiatives.
Continuous enhancement improvements to the customer experience. Including both Internal and External customers.
Responsible for effectively disseminating all internal sales leads to maximize the opportunity.
Establish and implement evolution of customer services/e-commerce order entry and customer support process
Lead change through continuous improvement initiatives that support the company's goals
Develop and inspire the Customer Service team members while building trust, confidence, and growth within fulfillment operations
Monitor daily output of customer services/e-commerce fulfillment to ensure achievement of goals by using analytics and other tools
Manage SLA for all commercial/e-commerce orders by working closely with the processing team
Awareness of Customer Service/customer satisfaction scorecard metrics
Use Carrier Excellence (CE) tools throughout the business, including VSM, Kaizen, Process Maps, and RAILs, to drive positive change through the commercial business processes
Lead the identification, documentation, and testing of systems-related improvements to drive additional efficiencies.
Assist with maintaining a safe working environment for all
Meet and exceed the organization given KPIs and align with the organization strategies
BA/BS degree w/10+ years' experience or MA/MS degree w/ 7+ years experience
Minimum of 5 years experience in the integrated functions of Fulfillment & Distribution Warehouse Management
Minimum 5 years experience in leading continuous improvement utilizing Lean principles
Ability to read, write, analyze and interpret product information, production schedules, and other process documentation
Self-motivated individual that continually seeks growth and development for themselves and their teams
Ability to work well independently and cross-functionally as part of an established and growing team
Ability to build effective working relationships, influence and problem-solve complex issues
Computer proficiency, specifically with Microsoft Windows, Excel, Word, ERP/MRP systems
Proficient working knowledge and experience in customer Services, supply chain processes, and procedures, including production planning, demand planning, and replenishment
Experience with JD Edwards, SAP, Oracle, SalesForce DC, or equivalent order entry software.
Relocation is available
Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or other federally protected class.
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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Job Applicant's Privacy Notice:
Click on this link (https://www.corporate.carrier.com/legal/privacy-notice-job-applicant/) to read the Job Applicant's Privacy Notice
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