Position Title:

Director of Accounts Logistics and Compliance

Location:

North Andover, Mass.

Department:

Customer Operations

Direct Manager:

Director of Customer Operations

The Converse brand boasts a 95-year heritage as America’s Original Sports Brand. Backed by the leader in the industry and led by experienced management with a proven track record, Converse Inc. fosters a team atmosphere of talented professionals from various backgrounds and market leading companies. Converse provides employees with a unique entrepreneurial atmosphere to maximize execution and create new opportunities.

Purpose:

Drive service excellence and standard business processes for Converse’s Domestic Operations. Collaborate with key internal partners to provide innovative compliance and service programs that will enhance profitability, growth and customer loyalty. Establish Converse in an industry leadership position from an operational excellence point of view. Proactively work with industry councils to develop and drive industry standards. Promote improved business processes through the establishment of key operational metrics, which link to formal business review meetings.

Major Accountabilities/Responsibilities:

  • Lead a Cross Functional Team to:
    • Align Converse and its Customers towards Industry Best Practice Service (VICS)
    • Develop and Maintain Converse’s Service Guidelines
    • Direct contact with account’s Vendor Relations Department to gain assessment of Vendor Compliance Requirements.
    • Analyze Claims and Returns with a focus on Minimization, Resolution, & Collection
    • Interface with Customer’s Supply Chain Executives to Initiate Large Scale Supply Chain Initiatives.
    • Develop a vendor compliance review process for all internal stakeholders that will identify the key areas that will need to be reviewed on a regular basis to ensure all stakeholder requirements are being met.
    • Recommend process changes that can streamline vendor compliance requirements
    • Develop business and operational tools to measure shipping and billing performance (e.g. RA return log, Credit Memo log, etc.)
    • Obtain “buy-in” from stakeholders on performance metrics and hold periodic meetings to discuss performance metrics with stakeholders.

    Shipping Performance

    Direct the development and maintenance of vendor compliance package policies and procedures

    • Recommend new policies and procedures that coincide with changing customer requirements
    • Constantly searching for opportunities to standardize and reduce the breadth of our VAS services and work with customers for acceptance.
    • Work in conjunction with the Distribution Centers and Production to ensure all authorized carton packing, labeling and shipping and routing requirements are being met to the customer’s expectations

    Chargeback Performance

    Direct process that evaluates, researches, and resolves each chargeback immediately when they occur or are received from the accounts vendor relations departments.

    • Develop communications process for internal and external stakeholders as to the resolution of each chargeback.
    • Research and investigate chargeback’s that occurred and develop/implement solutions to prevent further chargeback’s for the same offense
    • Provide chargeback statistics by tracking and reporting monthly errors

    Returns Performance

    Cross functionally direct the execution of our returns process and policies in order to ensure the timely and effective execution of these transactions.

    • Direct process flow with internal and external stakeholders to ensure execution of returns within our internal guidelines.
    • Continually seek process / resource enhancements to ensure Converse is managing the returns process in the most effective manner for all stakeholders.
    • Establish returns metrics and provide periodic reporting on all stakeholders’ performance.

Qualifications:

  • College degree or minimum 8 years experience, including 5 years management experience required in Account Management, Retail Management, Customer Service, Distribution or related field required. Experience with presentations and project management required. Retail Industry experience extremely helpful.
  • Strong knowledge base of Customer Service, Sales, Operations and EDI concepts and processes.
  • Previous experience in an Accounting and/or Credit background strongly preferred.
  • A willingness to learn essential; demonstrated leadership skills; experience with PC’s and Windows-based software.
  • Strong analytical skills; capacity to make sound decisions that complement business goals; demonstrated ability to lead a team to an ever-increasing level of achievement. Strong organizational skills; ability to prioritize heavy workload and delegate effectively; capacity to quickly understand new information and situations.
  • Ability to gain acceptance of ideas where planning, presentation and persuasion skills are needed; ability to facilitate and negotiate effectively; ability to effectively deal with many levels of employees and external contacts; strong communication skills, both oral and written; ability to work collaboratively toward a common goal.

Qualified candidates should forward resumes to: jobs@converse.com; or fax to 978-983-3502.