Domino’s started back in 1960 as a single-store location in Ypsilanti, Michigan. Over the years, we expanded to three stores, and thus came the three dots on our logo. The original plan was to keep adding dots for every store, and at over 17,000 stores worldwide (6,300 in the U.S.) you can probably figure out why that original plan didn’t work.
You might be thinking, “Wow, how does Domino’s get food to 17,000 stores?” Well, that’s where you come in. We have 22 food supply and dough manufacturing centers in the U.S., and seven more across Canada, Hawaii and Alaska. They provide fresh dough, equipment and supplies to franchise and company-owned Domino’s stores in the U.S. and Canada. In 2019 alone, these centers made 720,000 deliveries.
Want to get in on the fun? We’d love to have you.
- BA in Supply Chain or related degree is preferred.
- Minimum of 5 years working directly with Customers, with heavy experience being directly accountable for customer satisfaction.
- Minimum of 3-5 years of Operational experience in Store or Supply Chain Area.
- Proven experience leading diverse and dynamic teams.
- Exceptional and demonstrated service skills.
- Ability to manage tough situations, with strong decision-making authority and ability to navigate change.
- Excellent communications skills (verbal and written)
- Excellent presentation skills
- Ability to influence strong personalities, exceptional interpersonal and communication skills is a must.
- Demonstrated ability to impact customer related needs, customer service development and a track record of improving service.
This position will be the primary contact and liaison between the Supply Chain Centers and Franchisee. The role will focus on customer service and customer relations to address business challenges and needs, as well as provide service to ensure customer satisfaction in all areas related to the Supply Chain business. Under the direction of the Center Director, this position will work to ensure efficiency within the business and to make customer service a priority. The role will be the first point of contact for the customer in addressing and resolving issues with ordering, receiving, and storing product, as well as, establishing relationships to continuously work to improve service levels to all stores.
This position also oversees the center’s accounting functions, payroll and other administrative functions within the facility.
RESPONSIBILITIES AND DUTIES
(40%) Liaison between Franchisees/Customers, Stores, and Supply Chain Center
- Work with the Center Director to manage and build relationships between Customers/Stores and Supply Chain
- Develop and maintain a positive relationship between stores and SCCs by providing routines established by the Customer, and Center Director
- Provide leadership to the Administrative Team Leader and Customer Service team.
- Respond to all escalated customer inquiries, complaints and issues in a timely manner. Resolve issues through effective chain of commands and follow up procedures.
- With general direction from the SC Director, manage any changes in the Business Model which may impact stores (change in delivery, product etc.)
- Coordinate store openings with SCC and Franchisee
(20%) Improve trends in Customer Satisfaction and Product Quality
- Monitor customer product complaints for SCCs, facilitate review and monitor corrective action to improve.
- Identify the cause of any negative performance trends and work directly with SCC to resolve the issues.
- Proactively consider customer service impacts to system changes and help organization to address through training and/or relationship management.
- Identify opportunities for Customer Service improvement and lead prioritization and implementation of key strategic changes>
(10%) Financial and Accounting Functions
- Accounts Receivable – enable Team Leader and Admin team to ensure AR aging is reviewed and collection efforts are ongoing.
- Accounts Payable – ensure SCC adheres to separation of duties, three-way matching, schedule of authorization and appropriate use of purchase orders.
- General oversight of inventory controls in Solochain.
- Review of weekly keys and period results
- Provide reporting and communicate with the WRC Accounting and Finance teams
- Create and manage departmental budget to meet annual targets.
- Oversee weekly payroll functions.
- Evaluate current systems or plans and recommend changes to improve ability to service the customers.
- Leverage process reporting to improve and enhance customer service and recommend system or process improvements.