1) Main Responsibilities
Customer Service strategy
• Contribute to overall Customer Service Strategy. Devises and executes the long term logistics operational strategy for their customers in line with CS&L and Sales Strategy - with a particular focus on delivering optimal balance of service levels and cost as % of revenue and customer satisfaction.
• Manage and promote communication and cross-functional collaboration with Sales and Finance
• External communication with customers, ensuring trustful customer relations and Customer Satisfaction
• Use TPM methodology and Customer Value Pillar as tool-kits for continuous improvement as well as External Benchmark
Customer Relationship Management
Drive the Customer Relationship Management for their Customers:
• Supports to get to a robust Customer and Product data via right governance and alignment with Master Data experts
• Actively works to get one-source of E2E customer information together with Sales,
Trade Marketing, Finance and CS&L.
• Uses and promotes usage of E2E customer information at any point of customer contact.
Coordinate customer Queries, Incidents, Claims and Disputes by:
• Managing the process of capturing customer queries.
• Monitoring and evaluating the resolution process, with involvement of relevant stakeholders.
• Tracking and recording common customer complaints, and proactively acting upon to achieve claims reduction.
• Manage proactive communication to Customer
Customer Collaboration & joint value creation
• Gains top management sponsorship
• Implements Joint Supply Chain Plan with Customers
• Facilitates links between the right people in both companies
• Forges strong personal relationships with key customers and supply management at all levels
• Detects opportunities and implements Supply Chain collaboration initiatives with Customers aiming at joint value creation
Management information Reporting
Provides clear and accurate information on Customer Service performance via:
• Managing the reporting of service level agreements, costs and KPIs (internally and externally) (ex: Case Fill Rate, Cost to Serve, OSA...)
• Joint Scorecard with Customers
• Ensuring there are clear metrics across all KPIs
• Ensuring Root Cause Failure Analysis on KPIs
Organization and People management
Actively drives a customer centric culture in the team and ensures cross-functional alignment.
Effectively organizes and manages a team of people by:
• Having right team members and roles in-place
• Driving an aligned and focused culture through clear performance targets and regular one-on-ones
• Implementing personal development programm including competencies development
• Lead and/or contributes to cross-functional projects on a need basis
• Actively shares with other OpCos and contributes to Global CS capabilities and CS community on an need basis