Safety: Focus on safety
OMM highly aware of the importance of Safety in and out of office.
OMM acts as ambassador of HEINEKEN Safety First culture with our Customers.
Order Management: Coordinates the execution of order processing flow from acquisition to billing/cash.
Billing: Ensure billing consistency, price checking and compliance with Customs (for export)
Order Validation: Logistics Trade Terms Compliance, alignment with credit control
Order Acquisition: Increase automation of Order Acquisition (e.g. Promotion of electronic ordering methods)
Cash: Ensure coordination with Account Receivables to ensure payment and act as escalation if needed
Order Delivery: Alignment with Logistics Team for peaks preparation & Planning team for out- of- stocks for NW
Monitoring and improving of Process Performance Indicators (e.g. First- Time- Right (FTR))
Full visibility of Customer Orders and proactive communication to Internal Stakeholders (Commercials, DF, DRP, etc.) & Customers if needed
Logistics Trade Terms agreements enforced and implemented
Monitoring and increasing Case- Fill- Rate (CFR)
Collaboration with Account Receivable on Customer Payment
Customer Relationship Management: Drive the Customer Relationship Management for their Customers:
Uses and promotes usage of E2E customer information at any point of customer contact.
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.
Coordinate customer Queries, Incidents, Claims and Disputes by:
Managing the process of capturing customer queries.
Tracking and recording common customer complaints, and proactively acting upon to achieve claims reduction.
Monitoring and evaluating the resolution process, with involvement of relevant stakeholders.
Manage proactive communication to Customer
Proactive communication to specific Customers: e.g. Communication on expected out of stock to reduce incidents
Efficient Claims response (On time resolution of customer complaints)
Accurate Master Data aligned internally and with Customer
E2E Customer Information (e.g. historical orders, payments, outstanding invoices, Sales and Logistics Trade Terms agreements, annual sales bonus, campaigns) available at any point of customer contact
Supporting continuous reduction in the number of complaints/incidents
Customer Profitability & Negotiation with Customers: Actively drives insights on Customer Profitability by:
Monitoring Cost- 2- Serve (C2S) per Customer
Collaborating with Finance to integrate C2S in Customer P&L.
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.
Logistics Trade Terms agreed and formalized with Customers
Monitored C2S per customer
Logistics Trade Terms Transition plan per customer in- place
Logistics Trade Terms agreements enforced
Customer Collaboration & joint value creation:
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.
Gains top management sponsorship
Facilitates links between the right people in both companies.
Implements Joint Supply Chain Plan with Customers
Customer Collaboration initiatives in- place (for strategic/key customers) and tracked through JSCP
Customers’ Engagement supply chain collaboration mapped
Customer meetings / visits / Joint Supply Chain Plan.
Monitored and increased Customer perception and engagement (via Customer Satisfaction surveys or Advantage survey or AIM survey)
Top to Top sponsorship
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…)
Ensuring there are clear metrics across all KPIs
Ensuring Root Cause Failure Analysis on KPIs
Joint Scorecard with Customers
Improvement in efficiency and reporting transparency
Monitoring and enforcement of Service Level Agreements
Regular reporting of KPIs
Deployment on key Losses
Joint Scorecard with Customers
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:
Driving an aligned and focused culture through clear performance targets and regular one- on- ones
Having right team members and roles in- place
Implementing personal development programme 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
Continuous improvement of employees competences
Contribution to cross- functional and above OpCo projects
Cross- Functional culture within team
Team structure fitting Customer and Department needs.
Engaged and motivated employees, utilizing their full potential.
