Are you looking to further your career with an industry leading, global children's entertainment company?
At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you!
What's it like to work here?
Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; we are building a legacy and welcome individuals with a proven track record of driving results.
As a key member of the customer facing team this role will focus on customer operations support for key channels in North America. Through proactive management of orders from receipt through delivery the candidate will plan, coordinate and control the activities of the Customer Service & Engagement Team to deliver on customer requirements and expectations, and enhance the customer experience. In addition to proactively delivering sustainable process improvements and best in class service, cost reductions, and driving working capital metrics this will role is responsible for developing standardization of business processes while driving growth with the customer channel and overall organization. The role also provides leadership and support in driving out waste, promoting efficiency, enabling improved service offerings and cost savings for OTC related initiatives. The incumbent will work collaboratively & proactively with the Customer Commercial Teams, and functional support teams, to improve process & data quality across our customers and Spin Master.
What can we expect from you:
Proactive management of the E2E order fulfillment processes, to achieve top tier customer service and satisfaction, and achieve best in class customer scorecard metrics. (RAD, MABD, etc.)
Actively drive seamless order execution through the reduction of ‘touches’, order cycle time, effective management of order incompletions (holds) and proactively work with cross-functional partners to root cause data errors impacting order processing
Escalate/communicate, and take the leadership role in solving service Issues to internal and external stakeholders on a timely basis with fact-based root cause analysis to drive corrective actions
Navigation and research in s4 Hana/SAP, eCommerce Portals, customer's and 3rd Party systems where required to effectively manage order execution
Oversee the achievement and maintenance of agreed customer service levels and standards, including all vendor routing and execution requirements.
Partner with Supply Chain peers to resolve issues, determine root cause and identify ways to improve to ensure top performance with customer and proactively mitigate non-compliance charges
Liaise with Order Management COE to provide clarifying business requirements to address process and system related opportunities, providing feedback on the design of proposed solutions and participate as needed in the delivery of the solution
Cultivate and maintain positive relationships with customers and internal stakeholders.
Initiate and maintain regular dialogue and follow-up with key internal and external stakeholders (e.g. Credit, Planning (Supply and Demand), Logistics) to resolve and prevent issues and to enhance overall customer service and company objectives.
Lead the training and development of direct reports, cross functional teammates, and internal and external stakeholders to achieve desired results.
Assist in the recruiting process
Complete mid-year review process as well as annual performance reviews for direct reports
Establish SMART Goals and Objectives
Coach and develop direct reports to build core competencies
Conduct regular 1:1 sessions with direct reports, Commercial Team Leads, NAM’s to ensure continuity of performance and drive employee engagement
Cross-functionals collaboration to drive best practices
Lead monthly, quarterly audits for the function to ensure delivers are met
Comply with all company policy and procedures and make recommendations for improvements where applicable
Drive strong employee engagement through meaningful initiatives
Cultivate and maintain positive relationships with customers and internal stakeholders
Participation in special projects as assigned
Who’s a good fit for this role:
Expert knowledge of day to day supply chain (Customer Service, Supply & Demand Planning, Logistics, Transportation etc.) operations activities with a strong understanding of entire OTC process
Demonstrated strong decision-making skills in an ambiguous environment
Strong leadership skills with the ability to lead teams, develop staff and work collaboratively in a cross-functional environment
Highly customer focused
Strong analytical ability
Ability to multi-task effectively, achieve high level of results with a bias for action
You should apply if you have the following:
4 Year Degree preferred in Supply Chain & Logistics or related discipline.
Min 5- 10 yrs.+ CPG/Retail Experience preferred with regional focus
Strong Communication skills – Internally and Customer across all levels and functions, executive level
Experience with a Tier 1 ERP system (s4 Hana/SAP) required
5 - 10+ Years Active Team Leadership
Must be flexible with Tactical and Strategic execution – ‘hands on leader’
What you can expect from us:
Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun. From top leadership to new and veteran team members alike, everyone at Spin Master embodies our Core Values:
- Open Mindset
- Driving Results
Follow us on Instagram and Twitter @SpinCareers to stay up to date on Spin Master career opportunities.
We do appreciate all interest; however only those selected for interview will be contacted.