Years of SC- Customer Excellence professional experience
Nicole Charles-Cross
Supply Chain-Customer Experience, Sr. Mgr
Alpharetta,GA
Summary
Versatile and driven leader in supply chain management with a breadth of experience and a proven track record of results as an effective manager of customer excellence, supply chain operations, personnel, processes, and technologies. Recognized as a dynamic and impactful leader who consistently achieves positive outcomes, including year-over-year growth, increased profitability and productivity, and enhanced organizational goals that monetize results and maximize ROI on research and technology investments.
Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.
Overview
25
25
Work History
Supply Chain - Customer Experience Manager, KBNA
KOHLER CO.
01.2024 - Current
- The Perfect Order Project Manager leading the overall 750+ material improvement by streamlining the On-Time/In-Full Order Fulfillment processes (CRM, SAP, Forecasting, S&OP Planning, ERP Customer Journey), awarding an 11% annual Customer Satisfaction (CSAT) improvement by reducing the Aged Backlog Orders by 62%
- Redesigned and standardized Customer Experience Management infrastructure, integrating SAP and Robotic Order Fulfillment Automation across support sites, databases, and process playbooks—streamlining customer journey, procurement, and logistics operations for global accounts
- Directed a $6.2M+ global Customer Service and Supply Chain budget, aligning Commercial, Operations, and Distribution teams to execute customer-centric supply chain strategies that optimized performance and service delivery
- Deliver key KPI-driven business initiatives to the Executive Leadership Steer Committee, delivering actionable insights and sustainable strategies through a centralized Customer Experience Dashboard that enhanced executive visibility and cross-functional alignment
- Design Key Metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Lines On-Time In-Full (LOTIF), Lead Time Accuracy, Order Fulfillment Cycle Time (OFCT), Claims Entry Cycle Time (CECT), Load Quality (Early, Over, Short, Damage)
- Train, Educate, and Collaborate with associates on supply chain performance and customer-centric approaches, fostering a customer-first culture
- Provide guidance and leadership on best practices to ensure all teams prioritize customer satisfaction and operational excellence
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
SR. CUSTOMER EXPERIENCE PROJECT MANAGER (Freelance)
ADL & ASSOCIATES LOGISTICS
01.2022 - 01.2024
- Directed the complete transformation of the B2C customer journey and order lifecycle, establishing a standardized operational playbook that aligned executive leadership and key functional pillars—including Planning, Safety, Fulfillment, Maintenance, and Transportation
- Drove strategic communication, cross-functional integration, and continuous improvement through structured feedback loops and leadership-level survey insights
- Results Delivered
- Project Leader for the Customer Onboarding Experience Project, streamlining the CRM and S&OP efficiency roadmap, driving the On-time/In-full Order Fulfillment practices and procedures
- Successfully developed and implemented training programs that significantly reduce order entry errors, increase productivity, and enhance customer satisfaction
- This achievement is a testament to my ability to build and lead teams effectively
- Successfully developed and implemented Standard Operating Procedures (SOPs) and engagement plans for Executive Leadership Teams and HR Training Manuals
- Orchestrated with the Data Analysts Teams, Business Analysts, and cross-functional SMEs, as well as automated data quality KPI reporting
SR. MANAGER, CUSTOMER EXCELLENCE & INVENTORY MANAGEMENT
IMERYS KAOLIN INC.
04.2006 - 08.2021
- Led global Supply Chain Customer Service and Inventory Management functions, overseeing customer onboarding, forecasting, order-cycle inventory, and strategic planning
- Managed annual budgets, staff development, and cross-functional alignment with Commercial, Operations, and Production teams
- Directed Americas Domestic and Export CX operations, driving continuous improvement through surveys and Voice of Customer insights to deliver strategic solutions to executive leadership
- Results Delivered
- Onboarding mentor to Global Account Managers with an excelled goal of increasing internal and external customer satisfaction by providing ongoing employee performance evaluations, team realignments, and continuous education platforms for all direct reports
- Implemented a Customer Excellence team of cross-functional Subject Matter Experts providing proactive “Life of An Order” supply solutions, reducing customer conflicts, and promoting employee growth opportunities
- The NA, CRM, EDI, and ERP Implementation Project Manager creates current and future gap analysis departments and restructures and trains SMEs within customer support departments
- Implementing B2B route-approved automated Customer Onboarding/Product Maintenance/ Pricing documents/ EDI O2C Templates
- Developing EDI Port Warehouse Management Tools within Microsoft Dynamics ERP tool to better support our global customers during the Pandemic
- NA Supply Chain and Global CX Transformation Project Leader (APAC/EMEA) consolidating the Process and Procedure playbook by driving Lean Awareness through SCORE events
- Centralized Americas & Canadian CX teams to the US Headquarters, awarding $2.4MM annual overhead savings
- Championed the Customer Product/Packaging Standardization Change Management Project, recovering $5.2MM year-to-date in secondary revenue by systematically reducing high-leverage waste and on-hand warehouse inventory
- Developed and integrated the Continuous Replenishment Partnership Program (VMI) with customers and sales and account managers to better align Production Readiness vs Logistics Management vs Customer Inventory Control
- Business Acquisition Project Leader assisting with post-closing integration of cross-functional systematic and strategic activities of acquired customers/companies in partnership with S&OP demand planning
- Led the Customer Rail Fleet Dwell Time Project, integrating the Intermodal Management Tool to improve the annual rail fleet turn time cycle by 25%
- This resulted in executive leadership recognition for $1.3MM in cost savings from rail fleet reduction and maintenance
- Supply Chain SME and User Testing for ERP system integrations for Global IFS, Microsoft AX Dynamics, and SAP
- Drove a 10% savings against a $1.5MM annual budget by streamlining customer innovation and application development while improving the efficiency of customer relations and procurement teams
- Achieved a $2MM annual cost savings through outsourcing rail tracking and internal/external inventory management tools
- Recognized as a trailblazer of innovative leadership and execution excellence for enhancing processes and systems supporting the conversion of brokered transportation into a single 4PL model, producing $4MM+ in first-year savings associated with truck, rail, ocean, and third-party fees
Education
Bachelor of Arts - Apparel & Textile Marketing Management
American College
Atlanta, GA05.2004
Skills
- Organizational Leadership & Change Management
- Client Engagement Management
- Team Coaching and Mentoring
- Inventory / Capacity / Demand Planning
- Customer Journey Process & Procedure Mapping
- Operational Effectiveness & Process Improvement
- Logistics & Distribution Management
- Vendor Contract Negotiations
- Intermodal Transportation Strategist
- Forecast vs Budget Analysis
- ISO Certification & Audits
- Customer Innovation & Application Development
- CRM / SAP Systems & Technology ROI
- Customer Experience Survey (NPS / CSAT)
- Organizational Leadership & Change Management
- Customer journey mapping
- Engagement strategy development
- Performance evaluations
- Relationship building
- Team recruiting and hiring
- Business objective analysis
- Strategic planning
- Salesforce CRM software
- Root-cause analysis
- Customer retention strategies
- Proficient in Microsoft & Google Suite
- Project management
- Product lifecycle management
- Strategic planning and alignment
- Corporate communications
- Budgeting and allocation
- Campaign management
- Cross-departmental alignment
- P&L management
- Budget forecasting
- Database management
- Contract management
Accomplishments
- Supervised a team of 12 domestic and 6 export customer service and inventory management members, achieving a 92% retention rate for internal promotions.
- Collaborate across functions with the NA, EMEA, and APAC teams in developing the NA Supply Chain and Global CX Transformation.
- Achieved by integrating the Intermodal Management Tool to increase the annual rail fleet turn time cycle by 25% for the Customer Rail Fleet Dwell Time Project efficiently and accurately.
- The Perfect Order Project Manager is leading a comprehensive improvement of over 750 materials by streamlining the On-Time/In-Full Order Fulfillment processes (CRM, SAP, Forecasting, S&OP Planning, ERP Customer Journey). This effort has resulted in an 11% annual increase in Customer Satisfaction (CSAT) by reducing Aged Backlog Orders by 62%.
• Global Diversity & Inclusion Ambassador • Microsoft & Google Suite • Agile Proj
🌍 Global Diversity & Inclusion Ambassador
Championed a culture of belonging across international teams by leading initiatives that advanced equity, inclusion, and cultural awareness. Collaborated with cross-functional leaders to implement global D&I programs, facilitated interactive workshops, and drove measurable engagement improvements across diverse geographies.
📈 Global Agile Project Management
Led cross-border Agile project teams to deliver high-impact, business-critical solutions on time and within scope. Applied Scrum and Kanban methodologies to streamline processes, enhance team velocity, and foster a culture of continuous improvement across supply chain, operations, and customer service functions.
Timeline
Supply Chain - Customer Experience Manager, KBNA
KOHLER CO.
01.2024 - Current
SR. CUSTOMER EXPERIENCE PROJECT MANAGER (Freelance)
ADL & ASSOCIATES LOGISTICS
01.2022 - 01.2024
SR. MANAGER, CUSTOMER EXCELLENCE & INVENTORY MANAGEMENT
IMERYS KAOLIN INC.
04.2006 - 08.2021
Bachelor of Arts - Apparel & Textile Marketing Management
American College
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