US Customer Experience Strategy & Implementation Advisor

About the role

The US Customer Experience (CX) Strategy and Implementation Advisor at Elanco is responsible for the overall customer experience strategy for the U.S. Affiliate, managing projects and initiatives aligned with Customer Service and key stakeholders. This role also oversees relationships with logistics service providers and supports procurement negotiations.

Responsibilities

• Responsible for overall Customer Experience strategy for US Affiliate Customer Service, Warehousing, and Transportation
• Convert US CX Lead Team strategies into implementation through highly cross-functional partnerships internal and external
• Develop key performance metrics (internal and external), lead indicators, and timelines
• Implementation of projects/initiatives that enable CX strategy
• Lead root-cause analysis and business process reviews to identify efficiency gains and/or opportunities for innovation
• Attends Lead Team meetings to provide input on CX initiatives and remove undefined
• Owns relationship with Elanco Logistic Service Providers (Warehouses, Less Than Truckload carriers, Truckload carriers, Small Package providers, Cold Chain Packaging vendors) including day-to-day oversight and improvement opportunities
• Works closely with Truckload, Less Than Truckload, Freight Forwarders, UPS to identify least cost mode of transport of finished product to first paying customer
• Responsible for compliance with Distribution Quality Agreements, contracts, cost undefined
• Makes necessary changes to improve the overall customer experience
• Supports Procurement with negotiation of any new Logistic Service Providers impacting North America
• Monitors performance of Logistic Service Providers and leads Quarterly Business Reviews assessing overall performance
• Affiliate resource and liaison for regulatory, quality and manufacturing for any source, packaging or label changes
• Oversight and tracking of U.S. Affiliate COPS budget working closely with U.S. Affiliate Finance for invoice approval, purchase order setup and freight payment issues
• Develops logistics models to support the growing needs of the direct undefined
• Investigates new warehouse opportunities, opening, closing of warehouses
• Tracks picking errors, cycle count adjustments and identifies root causes and corrective actions

Qualifications

• Education: Bachelor’s degree, Business/Supply Chain
• Required Experience: Five years of experience in Distribution/Operations, Supply Chain or Customer Service
• Five years of SAP experience with inventory management, product flow, replenishment, forecasting/APO, purchase orders, stock transfer orders
• Experience working in an environment governed by GMPs (Good Manufacturing Practices) and other regulations such as Sarbanes Oxley
• Power user with SAP/WM/O2C systems