Customer Services Manager
This job contributes to FrieslandCampina’ s success by ensuring the high level of competence in the Customer Care Area. The Customer Care department is responsible for a customer focused, efficient the Order to Cash process to deliver and invoice our products to our customer with the requested amount, quality and information at the desired timeslot at the lowest costs and highest customer satisfaction.
He/she will manage and co-ordinate all activities of customer service Dept. within the MENA Supply chain organization, to deliver the optimum Customer service possible to Customers.
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What We Ask
- 5 years expert knowledge in Customer Service - Master’s/Professional degree, preferably in Supply Chain Management (added advantage).
- Experience in working in multi-functional groups.
- Knowledge of Customer Care/Service processes
- Knowledge of and worked in Supply Chain environments of either FMCG or large retailers
What We Offer
- A dynamic, challenging, and innovative work environment.
- We believe in nourishing growth and offer training and personal development.
- Competitive remuneration package
Vacancy Description
Order Management & Customer Service Operations
- Supervise order processing for all supply points.
- Ensure analysis of Order Status Reports for all supply points.
- Manage and monitor haulage plans; track shipments to ensure on‑time delivery to customers.
- Confirm invoicing and receipt of shipping documents; ensure timely delivery to customers.
- Resolve customer issues/queries on orders, shipment status, and primary shipment forecasts.
Performance Management
- Deliver key KPIs: OTIF, primary sales volume achievement, cost savings, and cost avoidance.
- Project monthly sales and highlight risks weekly.
- Work closely with the key stakeholders across CSC & Commercial to deliver primary sales volumes OTIF.
People Management & Leadership
- Set objectives for the Customer Service (CS) team.
- Conduct mid‑year and year‑end appraisals for the CS team.
- Leads and develops a team (incl. team leads if applicable) through coaching and feedback to maximize performance of themselves and their respective teams.
- Be a supportive and active team member, creating an inspiring environment enabling development and growth
- Foster the reputation of the team as the expert in in their field by building strong bonds of trust and confidence with internal and external stakeholders
- Support to stakeholders to generate change management momentum needed within their own teams
- Establish and optimize team processes to balance dynamic business priorities
- Embed mechanisms that allow oversight of active projects, resource allocation, tracking to completion and ‘telling the story’
Ensure an adequate organization and staffing of the department, set up training and staff plans, organizing work meetings and pay attention to personnel management.
Complaint Management
- Drives the execution of careful complaint management; provide QA department with full information on complaints and customers with full and clear information.
- Aligns with sales and customer representatives in case of high impact escalations
Supply Chain Optimization, Reporting & Innovation
- Provide reports, analysis, and innovative solutions to the Customer Supply Chain Manager/Director.
- Facilitate credit claims by distributors to ensure timely compensation.
- Drive supply chain cost savings.
KPIs and Continuous Improvement & Management Information
- Generate and drive supply chain data intelligence by creating new tools and leveraging out‑of‑the‑box thinking.
- Responsible to develop insightful, actionable and user friendly KPI dashboards and reports and to distribute share with relevant stakeholders
- Participates in Community of Practice and drive local implementation of BG Excellence initiatives
- Monitor, analyze and challenge the quality of the Fighting Unit order fulfillment
- Coordinate any activities related to the constraining and allocation process for the Fighting Unit [FU SPECIFIC] and determine impact on customer level
Continuously look for opportunities & improvements within daily work context and take ownership in implementing solutions.