Focus on safety: CS Key Account Manager is highly aware of the importance of Safety in and out of office and acts as ambassador of HEINEKEN Safety First Culture with our Customers.
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 & Logistics 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:
Owns and manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:
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:
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:
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
1/ Qualifications: University degree
2/ Experience / skills required:
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