Customer Excellence Lead Benelux

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)

Amsterdam