Customer Service & Order Management Lead

• 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:
• 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.

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 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 a need basis