Senior Manager, Customer Service and Supply Chain

Charlotte's Web in Boulder, CO

  • Type: Full Time
position filled

About Charlotte's Web :

Charlotte's Web products are made from our world-renowned hemp genetics grown 100% in the USA. Founded by the Stanley Brothers of Colorado, Charlotte s Web leads the industry in quality, safety, consistency and social responsibility to improve thousands of lives daily through the use of Charlotte's Web . At Charlotte s Web , we are driven by principles that extend far beyond the bottom line. It is our goal to provide products of the highest possible quality, while contributing to the sustainability of the communities we have the privilege of serving.

Position Summary:

The Senior Manager, Customer Service and Supply Chain will be responsible for leading and managing all aspects of the day to day Customer Service organization. This position will report directly to the VP of Supply Chain.


Essential Duties:

  • Leads all aspects of the day to day Customer Service organization, including daily order management (including receipt from Customer and Sales, confirmation of accuracy and completeness, transference to Logistics, problem solving, and communication with Customers.
  • Acts as the voice of Charlotte's Web Supply Chain to key retail customers and works jointly with CW Sales to drive end to end solutions that drive service and cost optimization and create an environment where Charlotte's Web is viewed as a preferred supplier.
  • Works closely with and is in daily communication with the S&OP team regarding product availability as well as with Shipping and Logistics to ensure any disruptive challenges are either quickly addressed and are transparent to the Customer or a timely communication of a disruption is provided to the Customer.
  • Participates in S&OP and Master scheduling meetings.
  • Sits on both the Sales and Supply Chain Leadership Teams, providing a critical link between these two important functions.
  • Participates in all critical cross functional reviews to insure transparency and owns all of the internal and external communications relative to supply and flow of goods to Customers.
  • Leads the effort to identify, continually improve and document all work processes inherent in the Company's order management function as well as the internal and external communication processes inherent in this role.
  • This person will be the expert to the Customer relative to the Charlotte's Web Supply Chain, and the expert on the Customer's Supply Chain within Charlotte's Web.
  • Leads the creation of all training documentation for the function as well all development efforts to create a high-performance work team.
  • Support corporate objectives and global growth strategies
  • Provide regular status reports
  • Predict project and work stream risk factors and address proactively

Qualifications:

  • Bachelor s Degree in related field
  • Minimum of 5-7 years of experience leading sales, supply chain and/or customer service processes
  • Experience with Financial Management, Supply Chain, Customer Service, Warehouse Management, and Manufacturing
  • Excellent planning and project management skills
  • Self-starter with a high level of initiative and strong sense of ownership
  • Strong communication and interpersonal skills
  • Experience working in the CPG industry preferred
  • Experience with both B2C and B2B business models preferred



Benefits:

We offer best-in-class benefits, including:

  • Company-Paid Medical, Dental, and Vision
  • 3 Weeks of Paid Vacation Your First Year
  • 401K Match with Automatic Vesting
  • Up to 9 Weeks Paid Parental Leave
  • Self-Tailored Wellness Program
  • Generous Employee Discount

Associated topics: call center manager, customer care manager, customer service team manager, expertise, guide, lead, monitor, operations, service manager, telephone

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