Recruit Customer Service Key Account Team Leader (HCM Brewery) tại Hồ Chí Minh

JOB PURPOSE:
- Driving the interface with Customer Supply Chain teams, managing customer relation, leading joint initiatives and developing partnerships for his specific Customers (e.g. VMI, OSA, etc...)
- Ensuring internal alignment with Sales, Finance and Supply Chain teams for his specific Customers
- Ensuring the optimal balance of service and cost for his specific Customers and especially the compliance of his Customers to Logistics Trade Terms.
- Guaranteeing an efficient management and an operational excellence from order to cash.
JOB REQUIREMENT:
1. SAFETY:
Focus on safety
2. CUSTOMER SERVICE STRATEGY
- Contributes 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.
- Manages and promotes communication and cross-functional collaboration with Sales and Finance
- Executes external communication with customers, ensuring trustful customer relations and Customer Satisfaction
- Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement as well as External Benchmark
3. ORDER MANAGEMENT AND CUSTOMER RELATIONSHIP MANAGEMENT
- Supports the execution of order processing flow from acquisition to billing/cash for their customers
- Collaborates with Order Specialist on specific customer issues/queries/complaints. Acts as escalation if needed.
- Actively uses and contributes to the one-source of E2E customer information together with
- Sales, Trade Marketing, Finance and CS&L.
4. CUSTOMER PROFITABILITY & NEGOTIATION WITH CUSTOMERS
+ Actively drives insights on Customer Profitability by:
- Collaborating with Finance to integrate C2S in Customer P&L.
- Monitoring Cost-2-Serve (C2) per Customer
- Continuously improving C2S by coordinating business cases creation with customers
+ Owns and manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:
- Development of LTT agreements
- LTT agreements are measured, tracked, reviewed, and enforced
+ Negotiates with customers from the perspective of logistics
5. CUSTOMER COLLABORATION & JOINT VALUE CREATION
- Facilitates links between the right people in both companies.
- Forges strong personal relationships with key customers and supply management at all levels.
- Implements Joint Supply Chain Plan with Customers
- Gains top management sponsorship
- Detects opportunities and implements Supply Chain collaboration initiatives with Customers aiming at joint value creation.
6. MANAGEMENT INFORMATION REPORTING
- Provides clear and accurate information on Customer Service performance via:
+ Joint Scorecard with Customers
+ Managing the reporting of service level agreements, costs and KPIs (internally and externally) (ex: Case Fill Rate, Cost to Serve, OSA...)
+ Ensuring there are clear metrics across all KPIs
- Ensuring Root Cause Failure Analysis on KPIs
7. 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 programme including competencies development
- Leads 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 a need basis.