Customer Excellence Lead Benelux
Kraft Heinz · Amsterdam
Job Description
Role Mission
The Customer Service Manager BENELUX leads our customer service organization to transform the customer experience through innovative service strategies, operational efficiency and collaborative partnerships, setting new benchmarks for customer service and loyalty. The role is accountable for our operational and collaborative customer teams in making KHC the supplier of choice in BENELUX markets.
Role Objectives
- Deliver service in line with customer expectations (OTIF, Order lead time, and Customer KPIs)
- Improve gross margin through savings identification and delivery
- Collaborate with customers to identify areas of operational improvements
- Continuous improvement of advantage survey score
- Lead & develop team into next generation of customer service leaders
Role Responsibilities
Strategic Planning:
- Develop a comprehensive customer service and collaboration strategy that aligns with KHC overall goals and objectives
- Collaborate with GCOE, GBS, and teams within BENELUX to ensure alignment on customer service strategies
- Identify main areas of opportunity and collaborate with IT and GCOE to implement solutions to streamline operations tied to our strategic priorities
Operational:
- Drive a customer service mindset throughout the value chain, ensuring high levels of customer satisfaction, while managing order processing from multiple interfaces, for all channels
- Develop and implement a streamlined order processing workflow to reduce errors and increase efficiency
- Improve order management process for efficiencies, reducing order touches
- Collaborate with GBS OM and logistics teams to ensure timely and accurate order fulfillment
- Develop a comprehensive issue resolution process to ensure timely and effective resolution of customer complaints
- Ensure accurate master data management in SAP for smooth processing across multiple platforms
Collaboration:
- Develop and maintain strong relationships with key customers to drive strategic partnerships
- Develop joint business plans with key customers to drive growth and improvement
- Collaborate with our sales team to ensure alignment on business objectives and strategies
- Develop a collaborative forecasting process with key customers to ensure accurate demand planning
- Develop a stakeholder communication program to ensure timely and effective communication with stakeholders
- Partner with Logistics and sales to embed logistics excellence into business strategy, unlocking growth and agility
Metrics and Reporting:
- Collaborate with the global and IT teams to ensure alignment on reporting and dashboard strategies
- Lead internal and external stakeholder engagement to drive growth and manage volatilities within the market
- Ensure external perspective is embedded into internal KPIs - Alignment between customer view and our KH KPIs
- Analyse customer service metrics to identify areas for improvement
What You’ll Need to Succeed
Attributes
- Innovative Thinking: You bring innovative solutions to complex business challenges and help customers understand what is possible through our customer and logistics capabilities
- Curiosity: A high level of curiosity to embrace continuous improvement and leverage new technologies
- Accountability: You dive deep into challenges and problems, you keep your focus on results, and you effectively collaborate to get the job done
- Collaborative: Working across key business stakeholders to identify and action business issues / opportunities. You love to win and have fun doing it
- Data and technology acumen: You understand the power of data and technology and see how this can increasingly simplify our work & bring better insights
Hard Skills
- Degree in logistics, supply chain management, business/ finance, engineering or a related field
- Experience in an IBP/S&OP Environment
- 5-7 years of working experience in supply chain / logistics / customer service or related field
- Good Knowledge of MS Office
- Project and Change Management: Proven track record in managing complex projects and change management, including supply chain and digital transformations
- Business proficiency in English
- Business proficiency in Dutch
Location(s)
AmsterdamKraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.