JOB PURPOSE:

– Ensuring the optimal balance of service and cost for his specific Customers and especially the compliance of his Customers to Logistics Trade Terms.

– Driving the interface with Customer Supply Chain teams, managing customer relation, leading joint initiatives and developing partnerships for his specific Customers (e.g. VMI, OSA, etc…)

– Ensuring internal alignment with Sales, Finance and Supply Chain teams for his specific Customers

– Guaranteeing an efficient management and an operational excellence from order to cash.

JOB REQUIREMENT:

1. SAFETY: Focus on safety

2. CUSTOMER SERVICE STRATEGY

– Contributes to overall Customer Service Strategy. Devises and executes the long-term logistics operational strategy for their customers in line with CS&L and Sales Strategy – with a particular focus on delivering optimal balance of service levels and cost as % of revenue and customer satisfaction.

– Manages and promotes communication and cross-functional collaboration with Sales and Finance

– Executes external communication with customers, ensuring trustful customer relations and Customer Satisfaction

– Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement as well as External Benchmark

3. ORDER MANAGEMENT AND CUSTOMER RELATIONSHIP MANAGEMENT

– Supports the execution of order processing flow from acquisition to billing/cash for their customers

– Collaborates with Order Specialist on specific customer issues/queries/complaints. Acts as escalation if needed.

– Actively uses and contributes to the one-source of E2E customer information together with

– Sales, Trade Marketing, Finance and CS&L.

4. CUSTOMER PROFITABILITY & NEGOTIATION WITH CUSTOMERS

+ Actively drives insights on Customer Profitability by:

– Monitoring Cost-2-Serve (C2) per Customer

– Collaborating with Finance to integrate C2S in Customer P&L.

– Continuously improving C2S by coordinating business cases creation with customers

+ 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 with customers from the perspective of logistics

5. CUSTOMER COLLABORATION & JOINT VALUE CREATION

– Gains top management sponsorship

– Implements Joint Supply Chain Plan with Customers

– Facilitates links between the right people in both companies.

– Forges strong personal relationships with key customers and supply management at all levels.

– Detects opportunities and implements Supply Chain collaboration initiatives with Customers aiming at joint value creation.

6. MANAGEMENT INFORMATION REPORTING

– Provides clear and accurate information on Customer Service performance via:

+ Managing the reporting of service level agreements, costs and KPIs (internally and externally) (ex: Case Fill Rate, Cost to Serve, OSA…)

+ Joint Scorecard with Customers

+ Ensuring there are clear metrics across all KPIs

– Ensuring Root Cause Failure Analysis on KPIs

7. ORGANIZATION AND PEOPLE MANAGEMENT

– Actively drives a customer centric culture in the team and ensures cross-functional alignment.

– Effectively organizes and manages a team of people by:

+ Having right team members and roles in-place

+ Driving an aligned and focused culture through clear performance targets and regular one-on-ones

+ Implementing personal development programme including competencies development

– Leads and/or contributes to cross-functional projects on a need basis

– Actively shares with other OpCos and contributes to Global CS capabilities and CS community on a need basis.