A Fantastic Opportunity for ...
The Customer Service Manager is one of the main contributors to the CS&L vision to:
- Drive Revenue by ensuring service excellence
- Drive profit by optimal cost as % of Revenue
- Drive Customer Satisfaction and be perceived as the Customers’ preferred supplier.
The Customer Service Manager is responsible for:
- Managing the day-to-day customer service department, including Order Management (from Order to Billing) and Customer Relationship Management (Query & Complaint Management)
- Ensure up to date and accurate information on Customer Profile
- Driving and implementing Customer Profitability, i.e. Cost-2-Serve and Logistics Trade Terms agreements
- The interface with Customer Supply Chain teams, managing customer relation, leading joint initiatives and developing partnerships
Ensuring internal alignment both upstream with Production and Logistics and downstream with Sales and Finance for all Sales Channels.
SAFETY
- Focuses on safety – with clear focus and training plans in place for employees
- Ensures Business Continuity within Customer Service
CUSTOMER SERVICE STRATEGY
Leads the process of Customer Service Strategy Development and Deployment. Constructs 3 Year Customer Service Vision and leads annual refreshing of plans.
Develops, monitors and ensures execution of Customer Service Strategy and plan to deliver optimal balance of service levels and cost as % of revenue.
Manages and promotes communication and cross-functional collaboration:
- Internal communication and cross-functional collaboration with Sales, Finance, Logistics and Production.
- Development of cross-functional customer teams for key customers
- External communication with customers, ensuring trustful customer relations and Customer Satisfaction
- Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement.
ORDER MANAGEMENT
(ACQUISITION TO CASH/BILLING - DEPEND ON LOCAL REALITY)
Monitors and leads 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 shipping: Alignment with Logistics Team for out-of-stocks and peaks preparation
- 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
Develops and leads Change to a Customer Centric Organization by:
- Ensuring robust Customer and Product data via right governance and alignment with Master Data experts
- Actively working on enabling one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.
- Promoting usage of E2E customer information at any point of customer contact (Telesales, e-portal, Sales Reps, KAMs, LKAMs)
Leads 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.
- Managing proactive communication to Customer
CUSTOMER PROFITABILITY & NEGOTIATION WITH CUSTOMERS
Actively drives insights on Customer Profitability by:
- Ensuring Cost-2-Serve (C2S) visibility in-place (per Customer and SKU)
- Collaborating with Finance and Sales to integrate C2S in Customer P&L.
- Coordinating business cases creation per customer based on C2S.
- 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 or supports the Key Account Manager in negotiations with customers from the perspective of logistics.
CUSTOMER COLLABORATION & JOINT VALUE CREATION
- Owns the Customer Supply Chain agenda.
- Detects opportunities and implements Supply Chain collaboration initiatives with key Customers aiming at joint value creation.
- Organizes and conducts regular CS&L visits to Customers.
MANAGEMENT INFORMATION REPORTING
Provides clear and accurate information on Customer Service performance via:
- Managing the reporting of service level agreements, costs and KPIs (ex: Case Fill Rate, Cost to Serve, OSA…)
- 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 OpCo and ensures cross-functional alignment.
Effectively organizes and manages a team of people by:
- Having right team structure and roles in-place
- Driving an aligned and focused culture through clear performance targets and regular one-on-ones
- Implementing talent development and competences development
- Ensuring business continuity through succession planning
- Contributes to Global CS capabilities and CS community
- Influences the industry agenda in their OpCo