Manager Customer Services
6 maanden geleden
This job contributes to FrieslandCampina’s success by ensuring the high level of competence in the Customer Operations Area. The Customer Operations department is responsible for a customer focused, efficient the Order To Cash process in order 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.
- The Customer Operations Manager NL is responsible for a perfect Supply Chain from FrieslandCampina to Customer and back, continuous improvement of this supply chain in terms customer service improvement, efficiency and continuously think beyond borders to identify opportunities to impress and surprise our customers.Wat we vragen
- Master Degree, preferably in Supply Chain Management;
- >7 Years of experience in working in multi-functional groups and matrix organization;
- 7 Years of professional (project) management experience, also in industrial setting;
- Knowledge of Customer Care processes;
- Program and project management (in cross-organizational context);
- Knowledge of and worked in Supply Chain environments of either FMCG or large retailers;
- Basic knowledge of Financial Management;
- Experience in leading a team;
- Fluently in Dutch, written and spoken.
Wat we bieden
- Unique company culture of Dutch heritage and international presence;
- We offer great work life balance, and competitive salary & benefits package so you can enjoy it;
- Workweek of 40 hours, competitive pension scheme, holiday allowance of 8%, bonus scheme, flexible working hours and the ability to work from home;
- Diverse training and mentoring programs to help you grow on your own professional journey;
- Exceptional support of cross disciplinary movement within the company to broaden your knowledge and growth paths;
- A friendly and informal working environment, yet professional team members as sparring partners;
- Autonomy and trust to create longer term impact that helps bring better nutrition to the world;
- Free cheese and milk at lunch in the central office, fruit and barista coffee to help you go through your working days with a lot of joy.
- VacaturetekstAs Customer Operations Manager NL you are responsible for managing the operations towards our Dutch customers. You do this together with the team of Team leads, Logistics Account Manager and Customer Service officers.
Your main accountabilities in this role are:
- Customer Care Strategy for Customer SC NL;
- Develops and ensure execution of the Customer Care strategy for the own Customer Care department in order to improve excellent execution at lowest costs;
- Provides input to the Customer SC and BG S&OP strategy;
- Defines strategy for new businesses by analyzing the latest trends and developments in the market and translating this to the own department.
Customer Collaboration & Service
- Drives the development and execution of the logístical account development year plans;
- Ensures a high customer service for customers and be pro-active in optimizing the processes to improve the customer journey;
- Represents the (logístical) voice of the customer within the Customer Supply Chain and the internal organization;
- Responsible for pro-actively continuous improving of the Supply Chain between FrieslandCampina and the Customer or on request of the customer.
Order to Cash process
- Drives the execution for an optimal Order to Cash process and generates correct invoicing on time.
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 and manages high business impact escalations with sales and customer representatives.
KPIs and Continuous Improvement & Management Information
- Observes and evaluates bottlenecks and identifies opportunities and improvement actions in customer care related (work) processes, order management systematics, procedures and/or systems, and ensure implementation of improvements;
- Provides KPI dashboards, insights, and decision documents at request or at own initiative regarding quantitative and qualitative developments by means of periodical and ad hoc reports and/or analyses, based on reporting guidelines;
- Participates in Community of Practice and drives local implementation of CD Europe CI initiative.
Team Management
- Leads and develops a strong team 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 (logístical) voice of the customer and capability by building strong bonds of trust and confidence with internal and external stakeholders. Give communication support to stakeholders to generate change management momentum needed within their own teams;
- Establishes and optimize team proce
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