DirecciónDescription
The Head of Customer Service / Secondary Distribution is responsible for developing and implementing strategies to enhance customer satisfaction, harmonize and streamline processes & systems, optimize cost to serve and foster a customer-centric culture within the organization.
Key Responsibilities
- Develop and execute a comprehensive group Customer Service / Secondary Distribution strategy under Global Supply Chain, aligned with company goals and objectives
- Identify opportunities for process improvements and cost optimization within the supply chain.
- Identify, streamline & harmonize Customer Service / Secondary Distribution processes across regions & markets to ensure overall efficiency and effectiveness.
- Implement best practices to enhance the overall customer experience. This include the supply chain piece of the Order to Cash process, from order management to customer deliveries.
- Develop and manage effective cost-to-serve management and initiatives under Customer Service / secondary Distribution
- Define, own and monitor global key performance indicators (KPIs) related to Customer Service / Secondary Distribution and supply chain performance.
- Act as global business owner of global systems under Customer Service / Distribution area. Leverage global solutions to enhance Customer Service & distribution operations, such as order management tools, transport management tools and communication platforms.
- Define & own as a global business owner requirements for standard pack of communication messages toward customers (then provided by IT group as per EDI messages)
- Identify potential risks and challenges associated with Customer Service & Secondary Distribution, such as distribution & Customer Service constraints (practices, processes, routes ).
- Develop contingency plans and implement risk mitigation strategies and Business Continuity Plans to minimize disruptions and ensure continuity of service.
Skills & Qualifications
- Degree level education (Commercial education, e.g., business, economics, administration preferable but flexible)
- Customer service experience in supply chain in Essential
- Solid background in Supply chain from order taking to delivery
- Experience in International / Global scope preferable
- Continuous improvement mindset
- Consumer / pharma Industry experience (preferably).
What we offer in return
- You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
- You will receive a competitive compensation package with bonus structure and extended benefit package
- You will be able to work in a hybrid work culture
- You will participate in feedback Loops, during which a personalized career path will be established
- You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability
Hace 14 horas
