Safety

• Contributes to Business Continuity within Customer Service
• Customer Service Team highly aware of the importance of Safety in and out of office.
• Customer Service Team ambassador of HEINEKEN Safety First Culture with our Customers.

Customer Service strategy

• Contributes the process of Customer Service Strategy Development and Deployment
• Support the 3 Year Customer Service Vision and supports the annual refreshing of plans.
• Analyse trends and interpret data over longer periods of time and suggest, drive & follow up project/improvement list
• Support the monitoring of the Customer Service Strategy and plan to deliver optimal balance of service levels and cost as % of revenue.
• Uses TPM methodology and Customer Value Pillar as toolkits for continuous improvement.
• Propose improvements based on the analysis done.

Order Management (acquisition to CASH/BILLING (DEPEND ON LOCAL  REALITY)

• Monitors the performance within order processing flow from acquisition to billing/cash.
• Analyse the level of automation of Order Management and identify opportunity for improvement.
• Monitoring and increasing Case-Fill-Rate (CFR), Cycle times, Logistics Trade Terms agreements enforcements, Full visibility of Customer Orders and Volumes

Customer Relationship Management

• Actively supporting on enabling one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.
• Support customer Queries, Incidents, Claims and Disputes.
• 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 Profitability & Negotiation with Customers

• Actively drives insights on Customer Profitability by:
• Ensuring Cost-2-Serve (C2S) visibility in-place and periodically updated (per Customer and SKU)
• Supporting business cases creation per customer based on C2S.
• Analyse and interpret structurally received feedback from customers
• Supports opportunities and Supply Chain collaboration initiatives with key Customers aiming at joint value creation by making data insights ready for this.

• Degree holder or diploma in Distribution /Logistics management /Customer Services
• Minimum 5 year experience in related field
• Myanmar, English