Key activities:
Order Management
• Coordinates the execution of order processing flow from acquisition to billing/cash.
• Order Acquisition: Increase automation of Order Acquisition (e.g. Promotion of electronic ordering methods)
• Order Validation: Logistics Trade Terms Compliance, alignment with credit control
• Order Delivery: Alignment with Logistics Team for peaks preparation & Planning team for out- of- stocks for NW
• Billing: Ensure billing consistency, price checking and compliance with Customs (for export)
• Cash: Ensure coordination with Account Receivables to ensure payment and act as escalation if needed
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 Profitability & Negotiation with Customers
Actively drives insights on Customer Profitability by:
Collaborating with Finance to integrate C2S in Customer P&L.
Continuously improving C2S by coordinating business cases creation with customers
Monitoring Cost- 2- Serve (C2S) per Customer
Owns and manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:
Negotiates with customers from the perspective of logistics.
Development of LTT agreements
LTT agreements are measured, tracked, reviewed, and enforced
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:
Joint Scorecard with Customers
Ensuring Root Cause Failure Analysis on KPIs
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
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:
Implementing personal development programme including competencies development
Actively shares with other OpCos and contributes to Global CS capabilities and CS community on a need basis
Driving an aligned and focused culture through clear performance targets and regular one- on- ones
Having right team members and roles in- place
Lead and/or contributes to cross- functional projects on a need basis
