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Manager of Customer Experience and Fulfillment

Company: Gemline
Location: Lawrence
Posted on: June 24, 2022

Job Description:

Company BackgroundFounded in 1958, Gemline is an award-winning consumer products company in the $25 billion-dollar promotional products industry. A premier supplier of bags, backpacks, coolers, stationery, drinkware, gifts, electronics and more, Gemline is ranked as the 13th largest industry supplier by the Advertising Specialty Institute. We go-to-market with a combination of house designed brands, including AvianaTM, Travis & Wells - and Vertex -, and consumer brands including Corkcicle -, Igloo -, MiiR -, Moleskine -, RuMe - and Samsonite -. Gemline is headquartered 25 minutes north of Boston in Lawrence, Massachusetts, and operates a global supply chain and technical center in Southern China. -The Company has over 300 employees worldwide.We differentiate ourselves through our products, people, values and commitment to quality and service. Our culture is defined by hard work, balanced with employee interaction, respect, laughter and fun. -Additionally, in keeping with our Companies' Continuous Improvement philosophies, we are committed to developing our employees so that they may exceed their job expectations and grow in their professional careers. -Simply put, we offer a great culture, interesting and challenging work, and training and development opportunities in a fast-paced, highly energized environment! -We are currently searching for a Manager of Customer Experience and Fulfillment who is for managing and supporting several business areas within Order Management:Order Entry/Communication Center - Responsible for managing customer order activity through the order fulfillment cycle. -Support Sales, Supply Chain, Finance and Manufacturing Teams throughout the order lifecycle. -Help execute customer's specific shipping expectations/ requirementsProduction Art - Oversee the preparation of finished artwork according to customer specifications for final decoration. Handle all aspects of the art processes supporting all decoration techniquesOutsource Relations - Work directly with remote teams, providing guidance and delivering feedback. -Maintain the relationship and ensure both sides are meeting expectations.Key Responsibilities:

  • Oversee team's day-to-day tasks and drive priorities, adapting according to business needs
  • Responsible for the overall direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals
  • Responsible for on boarding and continued development of all associates within the department
  • Work with customers to de-escalate contentious situations
  • Ensure team maintains knowledge of product line, prices, lead times, system and various marketing promotional programs
  • Work with manufacturing to resolve customer order issues
  • Process customer returns and identify process deficiencies or opportunities for improvement
  • Provide fluid feedback and address disciplinary issues
  • Manage department payroll and time off calendar
  • Address personnel issues as they occur, involving manager and HR partner as necessary
  • Drive solutions in process that are innovative and advance towards automation
  • Maintain working knowledge of all department functions and roles
  • Ensure all orders are processed in a timely, efficient, and accurate manner with strong focus to on-time deliveryKnowledge, Skills and Abilities Requirements:
    • Strong analytical, problem solving, decision-making and leadership skills are essential
    • Must be able to effectively use a PC including Microsoft Office (or equivalent programs) and a Windows based environment
    • Proficient in ERP systems
    • Basic understanding of Illustrator and Photoshop
    • Experience with both international and domestic shipments including commercial invoices, BOL's and other shipping documentation
    • Experience dealing with custom packaging like crates, internal packaging inserts and custom labeling
    • Ability to utilize Continuous Improvement concepts and philosophies on a regular basis
    • Excellent customer service skills
    • Ability to exercise tact and good interpersonal skills
    • Organizational and time management skillsEducation and/or Experience Requirements:
      • Bachelor's Degree preferred
      • 5+ years' prior experience in order management, customer service or related field

Keywords: Gemline, Lawrence , Manager of Customer Experience and Fulfillment, Executive , Lawrence, Massachusetts

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