Job Description
Order Management & Customer Service Operations:
- Supervise order processing for all supply points.
- Ensure analysis of Order Status Reports for all supply points.
- Manage and monitor haulage plans; track shipments to ensure on‑time delivery to customers.
- Confirm invoicing and receipt of shipping documents; ensure timely delivery to customers.
- Resolve customer issues/queries on orders, shipment status, and primary shipment forecasts.
Performance Management:
- Deliver key KPIs: OTIF, primary sales volume achievement, cost savings, and cost avoidance.
- Project monthly sales and highlight risks weekly.
- Work closely with the key stakeholders across CSC & Commercial to deliver primary sales volumes OTIF.
People Management & Leadership:
- Set objectives for the Customer Service (CS) team.
- Conduct mid‑year and year‑end appraisals for the CS team.
- Leads and develops a team (incl. team leads if applicable) 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 expert in in their field by building strong bonds of trust and confidence with internal and external stakeholders
- Support to stakeholders to generate change management momentum needed within their own teams
- Establish and optimize team processes to balance dynamic business priorities
- Embed mechanisms that allow oversight of active projects, resource allocation, tracking to completion and ‘telling the story’
- Ensure an adequate organization and staffing of the department, set up training and staff plans, organizing work meetings and pay attention to personnel management.
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 with sales and customer representatives in case of high impact escalations
Supply Chain Optimization, Reporting & Innovation:
- Provide reports, analysis, and innovative solutions to the Customer Supply Chain Manager/Director.
- Facilitate credit claims by distributors to ensure timely compensation.
- Drive supply chain cost savings.
KPIs and Continuous Improvement & Management Information
- Generate and drive supply chain data intelligence by creating new tools and leveraging out‑of‑the‑box thinking.
- Responsible to develop insightful, actionable and user friendly KPI dashboards and reports and to distribute share with relevant stakeholders
- Participates in Community of Practice and drive local implementation of BG Excellence initiatives
- Monitor, analyze and challenge the quality of the Fighting Unit order fulfillment
- Coordinate any activities related to the constraining and allocation process for the Fighting Unit [FU SPECIFIC] and determine impact on customer level
- Continuously look for opportunities & improvements within daily work context and take ownership in implementing solutions.
