Director of Customer Operations

2 weeks ago

Melrose Park, United States TAFCO Corporation Full time

Director of Customer Operations

Location: Melrose Park, IL (with monthly travel to Marathon, WI)


About TAFCO:

TAFCO is a Chicago-based leader in the manufacturing and distribution of high-quality windows, doors, and injection-molded products for the home improvement and building industry. With over 70 years of innovation and quality, we’re driven to create superior, industry-leading products. Our mission is to exceed customer expectations through integrity, expertise, and creativity, building trusted partnerships along the way.


We are looking for an experienced, customer-focused Director of Customer Operations to join our entrepreneurial team. This key leadership role will oversee our order processing, demand planning, customer communication, and future-state customer service functions to ensure seamless operations, exceptional service, and efficient fulfillment processes. This role will work closely with our inventory, logistics, and production planning teams to optimize our end-to-end customer experience.


Role Overview:

The Director of Customer Operations will lead our dedicated customer operations team in Chicago and Wisconsin, focusing on developing a high-performance culture. You’ll drive continuous improvement, leveraging your expertise in EDI and fulfillment software to streamline operations. In this role, you’ll identify and address process gaps, develop a future-state customer service function, and ensure our processes align with the needs of our big-box retail partners.


Key Responsibilities:


Team Leadership & Development:

  • Evaluate and integrate the customer operations teams in Chicago and Wisconsin, identifying individual strengths and areas for improvement.
  • Define clear role responsibilities and processes for seamless coverage and team efficiency.
  • Train and develop team members on updated processes and continuous improvement practices.


Order Management & Fulfillment:

  • Order Processing & Quotes:
  • Lead accurate, timely order processing, ensuring alignment with customer requirements, product availability, and delivery schedules.
  • Oversee quote generation and distribution, ensuring precision in pricing, product details, and availability.
  • Utilize EDI (True Commerce EDI preferred) to enhance order processing efficiency, collaborating with sales, operations, and logistics to meet customer expectations.
  • Track and monitor orders and quotes, providing proactive customer updates.


  • Fulfillment & Coordination:
  • Manage the full order processing cycle, from receipt to invoicing, focusing on efficiency and customer satisfaction.
  • Partner with inventory and logistics teams to optimize fulfillment processes, including container and truck load planning.
  • Develop and implement drop-ship strategies to expedite orders directly from suppliers to customers, enhancing satisfaction and reducing lead times.
  • Ensure smooth collaboration with suppliers, logistics, and customer service teams to meet all delivery commitments.


Customer Communication & Systems Integration:

  • Collaborate on finalizing and maintaining an accurate master item list, ensuring item information is up-to-date across customer partner systems.
  • Oversee the accuracy of online catalogs and real-time inventory availability on customer partner sites.
  • Work with customers on demand planning, providing transparency on product availability and updates on order flow via EDI to the company’s ERP system.
  • Lead documentation and addition of new products across internal and customer-facing platforms.


Continuous Improvement & Quality Control:

  • Resolve order and quote discrepancies by collaborating with internal teams for smooth resolutions.
  • Keep detailed records of all orders, quotes, and customer interactions for robust reporting and analysis.
  • Analyze customer service data and trends, identifying opportunities to enhance the overall customer experience.
  • Stay current on industry best practices, integrating new technologies and methodologies to continuously improve service delivery.


Qualifications:

  • Bachelor’s degree in Business Administration, Customer Service Management, or related field; equivalent experience considered.
  • Proficiency in EDI systems, with True Commerce and NetSuite experience preferred.
  • 7+ years in operational leadership, ideally within a distribution or manufacturing environment.
  • Excellent communication, problem-solving, and organizational skills.
  • Ability to lead cross-functional teams in a fast-paced, dynamic setting.
  • Familiarity with the window distribution industry is a plus.


This is an on-site role in Melrose Park, IL, with monthly travel to our Marathon, WI facility.


Join Us:

If you are a problem solver with a passion for delivering exceptional customer service and a knack for operational excellence, we’d love to hear from you. Apply today to help shape the future of customer operations at TAFCO

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