Customer Alliance Manager

Customer Alliance Manager
Headquartered in Itasca, IL, Fellowes is a privately held Consumer Products company with projected global revenues in excess of $700 million. We attribute our success to our people and our core values: integrity, teamwork, passion and initiative. Our recognized brands include Bankers Box storage boxes, Body Glove mobile accessories and Fellowes shredders. We equip the workspace with consumer-preferred solutions that provide comfort, ease of use, mobility, creativity and security. We’re looking for a Customer Alliance Manager – work where you will be empowered to lead change and continuous improvement – join Fellowes, a company where you can make a difference!

Overview
The Customer Alliance Manager is responsible for driving service levels and compliance to customer service requirements. By collaborating and communicating with the customer, partnering with Sales, and leading cross functional teams within Fellowes, the Customer Alliance Manager reacts to and resolves customer issues, and identifies and leads continuous improvement initiatives to raise customer service and customer satisfaction levels.

Responsibilities
•Leads the “Achieve Perfect Order” initiative for assigned customer(s), ensuring that orders are filled completely and on time.
•Resolves customer satisfaction issues, analyzes root causes, identifies and implements improvements to prevent problems from reoccurring.
•Maintains ongoing communication and collaboration with customer(s) on service levels to obtain customer feedback, communicate continuous improvement efforts, and to identify new opportunities for meeting customer needs.
•Monitors and analyzes data to proactively identify and recommend process and system changes to improve customer service levels.
•Initiates and leads cross functional teams (sales, distribution, traffic, product groups) to achieve high customer satisfaction, maximize service levels, and minimize non-compliance fines.
•Orchestrates and facilitates meetings between Fellowes management and the customer to review operational issues, improved performance and foster a collaborative business relationship.
REQUIREMENTS
•Five to ten years’ experience in sales, account management, distribution, customer service, and/or client services with a successful track record in improving customer service levels and customer satisfaction.
•Excellent customer relationship skills.
•Analytical and problem solving skills.
•Leadership skills required to initiate and lead cross functional teams.
•Excellent communication and presentation skills.
•Influence, persuasion and change management skills.
•Bachelor’s Degree (or equivalent experience and training) in a business related field required.

Fellowes offers an excellent compensation package including health benefits, profit sharing, ESOP, and 401k. For immediate consideration, please apply at www.fellowes.com or paste this URL into your browser: http://jobs.fellowes.icims.com/fellowes_jobs/jobs/candidate/intro.jsp and reference job #07-106.
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