Customer Service Excellence Lead
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Détails de l'annonce

Poste proposé : Customer Service Excellence Lead

Job Summary

  • Understand Customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc) to develop opportunities for reduced cost to serve, or improved service, forecast bias or on-shelf availability (OSA)
  • Deliver Customer Service, Supply Chain Innovation Priorities, Customer Profitability, Forecast Accuracy and On-shelf availability for their customers and responsible for customer satisfaction
  • Deliver Supply Chain elements of Joint Scorecards with their Customers (service, efficiency, OSA) and resolution of any Customer Service issues with support of Customer Service Executives
  • Ensure, through liaison with the Planning Managers, that the Customer Replenishment Specialists insight into customer specific requirements are built into the ERP, and supply / delivery issues are understood by supply chain from the customer’s perspective
  • Work with the Customer Supply Chain Innovation Manager (CSCIM) (if applicable) to ensure the account focused team deliver against the Supply Chain and specific customer account team-work plan
  • Provide operational guidance and support to ensure an efficient order cycle is maintained including capturing, processing and fulfilling all orders and deliveries within our trade terms guidelines.
  • Resolve escalated operational issues internally and with Customer; anticipate and prevent future problems

  • Ensure alignment of Logistics Efficiency and Payment terms to reality, driving for mutual benefit wherever possible
  • Build strong relationships with the Planning Managers to maintain a category perspective, including Relationship Management of Senior Customer’s Supply Chain team
  • Maintain up-to-date and accurate master data for customer ship-to and sold-to data plus relevant EDI mechanisms, trade terms, including up-to-date Customer fact-book
  • Ensure timely delivery of account metrics and issues summary to the Customer Service Director or the Supply Chain Director
  • Implement procedures and policies
  • Profil recherché pour le poste : Customer Service Excellence Lead

  • Relevant degree ideally with Supply Chain components or Supply Chain diploma
  • 3-5 years Customer Management experience both local and export markets is Supply Chain within FMCG / Manufacturing
  • Proven track record of leveraging big customer relationships
  • Proficient leadership and management experience of a team
  • Excellent English written and verbal communication skills is essential.
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