Customer Care Excellence lead

Within the Global Planning Excellence team we are looking for a Customer Care Excellence lead.

The Customer Care Excellence lead is responsible to drive and enable the Business Groups and Customer Supply Chain’s to realize the right service delivery for our customers while minimizing costs. Objective is to support the BG’s and local Customer Supply Chain in developing optimal customer collaboration, to ensure internal and external best practices are shared by coordinating the Customer Care Community. Ensure we have the best-in-class processes and tools in place and maximize results by building the right capabilities, driving and supporting optimization in our order-to-cash processes in terms of costs, service and sustainability and support local teams in continuous improvement.

Customer Care Excellence lead

What we ask

  • Bachelor or Master degree in supply chain management, operations management, or a related field
  • Minimum of 8 years experience in Supply chain / Operations experience including Customer Care
  • Experience in managing highly complex projects
  • Experience in a global environment is a pre
  • Excellent command of the English language (verbal and written)
  • Ability to influence a broad variety of senior stakeholders with opposite interests
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with teams across different functions and geographies.
  • Collaborative mindset/ action oriented business partner
  • Pro-active mindset 
  • Strong drive for results 

What we offer

  • An informal, no-nonsense, professional and international working environment
  • We offer great work life balance, and competitive salary & benefits package
  • Workweek of 38 hours, flexible working hours and the ability to work from home.
  • Broad range of training and career opportunities to further develop yourself
  • Exceptional support of cross disciplinary movement within the company to broaden your knowledge and growth paths
  • A position with global visibility to senior leadership, autonomy and trust to create long term global business impact

Vacancy description

The Customer Care Excellence lead drives the global Customer Care program as part of Performance+ to optimize our order-to-cash processes in terms of costs, service and sustainability and runs multi-OpCo, cross BG’s programs and projects. You own the KPI Servicelevel and drives prioritization of improvements. To drive Excellence, you are responsible to manage and perform studies to bring in methodology, analytic skills and domain expertise, sharing and developing best practices and ensuring the right capabilities are in place.

Customer Collaboration programs

  • Program manager for key improvement projects as Order Entry Automation, Customer Care Orderflow Simplification, Out of Stock Communication and Allocation to Promise.
  • Driving Supply Chain Excellence for and with our customers.
  • Design and deploy Customer Care Solutions to meet global customer requirements. The solutions result in a satisfactory flow of goods and/or information within and between the different departments.

Business Partnering

  • Bring Voice of the Customer in the Planning Excellence team.
  • Establish the platform and means for best practice sharing and collaborative standard setting. Interact with others to nurture improvements. Raise and debate issues and recommend improvements in the area of Customer Care (Customer Service and Logistic Account Management).
  • Energize the Customer Care teams by a sense of common purpose, shared plan and support.
  • Key connection point between BG’s, local Customer Supply Chain, Global Customer Development and Sales teams and IT (SAP, Salesforce, Celonis, RPA) on Customer Care topics
  • Serve as primary interface between Corporate Supply Chain programs and the local teams to ensure the right focus and prioritisation as well as implementation of the projects
  • Drives and consolidates system improvements in Customer Care areas 
  • Act as an effective interface between the team and the wider organization. Gather change requests and suggest system improvements.

Management information

  • Business owner of KPI dashboards, insights and decision documents (quantitative and qualitative) in area of Customer Service and Logistics account management
  • Designs the information and sets the standards and measures that will ensure that commitments are delivered. I.e. Blueprints, KPI definitions & project plans and tools
Staying true to who you really are, that is your starting point at FrieslandCampina. Because it is precisely by embracing our differences that we can grow together. We want to create a working environment that allows all employees to bring their best and authentic selves. If who we are suits you, but you're not sure if you're the best fit for the role, we still encourage you to apply so we can help you find the role that fits you best.

For thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.

We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.

You will be part of a team of 10 (functional) project leads/ managers within the field of demand planning, supply planning, commercialisation and customer care, all reporting to the Planning Excellence Director. The Planning Excellence team is part of the Global Operational Excellence & Digital team and we are based in Amersfoort.

The Planning Excellence team is responsible for increasing operational performance through the design and deployment of Performance Improvement Standards – both systems and processes. We also drive the growth of capabilities of our business partners and heavily work together in achieving this . We focus on the disciplines demand planning, supply planning, commercialisation and customer care.

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JOB-ID: 52242 | Customer Care Excellence lead, Netherlands
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