Logistics Care Manager - Tulsa, OK
What's the role?
The role of Team Lead Logistics Care Team is responsible for increasing customer engagement through prevention of potential fulfillment failures along with improving current process, and education across the business to deliver strong service to our customers.
The position assists in achieving company productivity goals by coaching and developing their respective team on a broad range of logistics topics. This enables the team to assist the wider organization on logistics topics, identification and resolution of potential deliver failures, along with root cause analytics for continuous improvement projects.
The position drives the process education and policy adherence to the wider sales force in the management of Van inventory and the processes associated with this.
Who is Hilti?
If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service. With 30,000 people in more than 120 countries, which we’re looking to expand, we’re a great place for you to show us your worth, step up to new challenges and grow your career.
What does the role involve?
Lead the logistics care specialists in providing transparency of logistics related topics to internal and external customers, by training, coaching, hiring, and developing team members
Lead the logistics care analyst in continuous improvement activities to improve engagement with our stakeholders. Including root cause analysis on issue resolution.
Deliver strong development and performance targets for the team.
Analyze and develop staffing models that cover Hilti North America (HNA) order volume and local service hours
Contribute to Customer Perfect Order (CPOi) in delivering excellent service to our customers
Active contributor in consistent and clear communication regarding process breakdowns with Supply Chain partners and impacted Regional Managers/DM/Fulfillment managers
Accept, resolve, and follow up on internal and external customer complaints
Review and coach team required performance standards; maintain a high level of recorded activity (Sales Activities, Database entries)
Develop strong partnerships with materials management/transportation/warehouse teams.
Develop trust with field sales to increase AM productivity and reduce inbound calls from field and customer service. Develop and maintain strong processes around demo inventory. Ensuring accuracy and timely
replenishment of demo inventory across the network. Work with materials management and marketing to set correct inventory levels.
Additional duties, as assigned
What do we offer?
We’ll give you everything you need to excel in your role, including ongoing training and lots of responsibility from the start. In return for your exceptional performance and consistent results, you’ll receive one-to-one career mentoring, as well as exciting opportunities domestically and internationally.
Why should you apply?
We have an excellent mix of people and some of our best account managers joined us with little or no construction experience. Success at Hilti is down to teamwork and ability, no matter what your background.
What you need is:
Bachelor’s degree, required
Minimum three (3) to five (5) years’ logistics or customer service experience or related experience
Strong Microsoft and PC skills; including SAP, Access, Excel
Strong analytical and critical thinking skills with strong mathematical aptitude, required
Demonstrated decision making, leadership, and coaching skills, required
Demonstrated multi-tasking ability while being detail oriented and well organized, required
Excellent communication, customer service, and interpersonal skills (verbal & written)
High level of motivation, customer focus, and a continuous improvement mentality required
Ability to motivate others toward common targets
Previous leadership experience preferred.
Normal office conditions.
Up to 10% domestic travel, required.
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.