The Director of Operations is responsible for the leadership and execution of the operationsorganization within the company.

Directs the overall supply chain operations, including Planning, Procurement, Inventory Control, Receiving, Warehousing, Shipping, and non-standard order support. Responsible for the leadership and execution of the supply chain organization within the company.

Area of ResponsibilityNorth America (USA, Canada, Mexico)Global Accounts based in North AmericaEssential Duties and ResponsibilitiesClient RelationshipsUnderstand the organizational structure of principle clients and identify primarycontact person(s) within client organization from both an ongoing strategicperspective and from a senior management perspectiveMaintain collaborative working relationships with clients to support business growthproviding feedback to the team to support the development of strategies,products, solutions and servicesDevelop and annually update Business Target Agreements with selected FocusClientsMonitor selected Focus Client performance via reported business activity andquarterly reviews/dialogWork closely with the Leadership Representative for Commercial Management,Marketing, Customer Service and Technical Support to coordinate all client contact inareas of responsibilitiesFacilitate communication between Leadership Team and ClientSupport Customer Service and Marketing on client messagingParticipate, as needed in client visitsGain understanding of the market environment too uncover leads and identify new customerso detect new business opportunities and enhancements to business modelo identify and monitor competitor activityMaintain an excellent knowledge of competitors.Monitor industry trends and analyze key data to formulate businessdevelopment strategies.Assist with public relations, complaints, etc.Collaborate with internal partners to evaluate project performance and recommendrefinements and/or improvements to proposalsEnsure regular review of customer/client contracts for compliance/updateContribute to development of marketing and trade show plan(s)Support establishment of distributor networkParticipate, as requested, in trade shows, distributor training, etc.Assist in identifying other promotional opportunities/forums that would enhance business relationships

Directs the delivery of administrative and operational assistance designed to promoterevenue growth, productivity and exceptional levels of customer satisfaction to both internaland external customers. Uses excellent in-depth knowledge of company products andprograms, as well as team members within Customer Service to provide oversight to salesand marketing initiatives and ensure efficient and productive operations within areas ofresponsibility.Key functions include but are not limited to: Developing and implementing strategies to resolve customer and/or distributor issues/concerns  Forecasting activities and establishing departmental performance goals and/or metrics for continuous improvement  Partnering with executive management to align Customer Service Department policies with company objectives  Developing, implementing and/or evaluating policies and procedures related to areas of responsibility with a focus on process simplification, automation and improvement Serving as Project Manager for various company and customer/distributor initiatives  Ensuring maintenance of all policies, procedures, and work instructions per Quality Management guidelines  Commitment of company resources as needed to ensure customer/distributor satisfaction and retention Directs staffing, training and performance management to develop and improve Customer Service team members  Actively participates and works collaboratively as part of the Marketing team Participates in trade shows and/or conferences  Directs hiring and training of employees in Customer Service Department Provides ongoing support for staff to ensure that they can carry out all necessary job functions

Oversaw and supervised the daily operations of the International Customer Service/Marketing Department. Supervised a staff of International CSRs to ensure productivity and exceptional levels of customer satisfaction to both internal and external customers. Used excellent in-depth knowledge of company products and programs, as well as team members within the International Customer Service/Marketing department to provide oversight to company initiatives and ensure efficient and productive operations within areas of responsibility.

Was responsible for contract, review and administration for all customer requests for quotations, sales orders, and “resale” orders within the International Sales and Marketing Department. Documented all quotations given and orders taken. Updated customer records and maintained customer files. Answered and directed customer inquiries. Measured, monitored and reported Customer Satisfaction. Verified order receipt and recipient satisfaction. Established and maintained customer and prospecting contact system. Assisted and supported primary marketing events (i.e., trade exhibitions and conferences, advertising, catalog production, web service and support). Provided leadership and direction in the absence of the Supervisor and Manager.

Was responsible for contract, review and administration of all customer requests for quotations and sales orders within the International Sales and Marketing Department. Documented all quotations given and orders taken. Updated customer records and maintained customer files. Answered and directed customer inquiries. Measured, monitored and reported Customer Satisfaction. Verified order receipt and recipient satisfaction. Established and maintained customer and prospecting contact system. Assisted and supported primary marketing events (i.e., trade exhibitions and conferences, advertising, catalog production, web service and support).

Was responsible for contract, review and administration of all customer requests for quotationsand sales orders. Documented all quotations given and orders taken. Updated customer recordsand maintained customer files. Answered and directed customer inquiries. Measured, monitored and reported Customer Satisfaction. Verified order receipt and recipient satisfaction. Established andmaintained customer and prospecting contact system. Assisted and supported primary marketing events (i.e., trade exhibitions and conferences, advertising, catalog production, web service and support).