Main Responsibilities
Customer Service strategy
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
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
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.
Actively works to get one- source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.
Supports to get to a robust Customer and Product data via right governance and alignment with Master Data experts
Coordinate customer Queries, Incidents, Claims and Disputes by:
Managing the process of capturing customer queries.
Manage proactive communication to Customer
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.
Customer Collaboration & joint value creation
Gains top management sponsorship
Facilitates links between the right people in both companies
Implements Joint Supply Chain Plan with Customers
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
Actively shares with other OpCos and contributes to Global CS capabilities and CS community on an need basis
Lead and/or contributes to cross- functional projects on a need basis
Implementing personal development programm including competencies development
Driving an aligned and focused culture through clear performance targets and regular one- on- ones
