• Manage and lead a team of customer and operational support professionals • Ensure delivery of on time and in full (OTIF) delivery expectations • Collaborate cross-functionally to drive continual operational efficiencies and process improvements • Provide exceptional customer service and own the customer support framework, setting and maintaining standards for customer support and engagement • Ensure successful adoption of vendor compliance expectations for each key account • Manage and direct daily operations of assigned Customer Service and Operations liaison team • Translate strategic vision into actionable tasks for teams • Develop and grow a world-class customer support model to drive customer satisfaction and adoption • Provide continuous feedback, coaching, training, and development to team members • Create a continuous improvement culture advancing people, processes, and technology • Develop and implement support framework and processes aligned with company goals • Review processes to maximize efficiencies in order volume from key accounts • Work with Retail divisional and operations leadership to develop policies and maintain OTIF expectations • Respond to escalated calls from customers and sales reps and refer complaints for investigation • Drive standardized tools, measures and customer supply chain work processes across the customer team • Identify and implement process improvements through standardization, automation, delegation, and elimination of non-value-added work • Provide strategic, tactical and operational planning (12+ months) and direct budgetary responsibility • Recommend and implement policy changes; hire, train, and develop staff; perform performance reviews and personnel planning