Customer Service Lead (GT Channel)

Job Description

1. Safety: Focus on safety

• OMM highly aware of the importance of Safety in and out of office.
• OMM acts as ambassador of HEINEKEN Safety First culture with our Customers.

2.Order Management: Coordinates the execution of order processing flow from acquisition to billing/cash.

o Order Acquisition: Increase automation of Order Acquisition (e.g. Promotion of electronic ordering methods)

o Order Validation: Logistics Trade Terms Compliance, alignment with credit control

o Order Delivery: Alignment with Logistics Team for peaks preparation & Planning team for out-of-stocks for NW

o Billing: Ensure billing consistency, price checking and compliance with Customs (for export)

o Cash: Ensure coordination with Account Receivables to ensure payment and act as escalation if needed

• Monitoring and increasing Case-Fill-Rate (CFR)
• Logistics Trade Terms agreements enforced and implemented
• Full visibility of Customer Orders and proactive communication to Internal Stakeholders (Commercials, DF, DRP, etc.) & Customers if needed
• Monitoring and improving of Process Performance Indicators (e.g. First-Time-Right (FTR))
• Collaboration with Account Receivable on Customer Payment

3.Customer Relationship Management: Drive the Customer Relationship Management for their Customers:

o Supports to get to a robust Customer and Product data via right governance and alignment with Master Data experts

o Actively works to get one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.

o Uses and promotes usage of E2E customer information at any point of customer contact.

Coordinate customer Queries, Incidents, Claims and Disputes by:

o Managing the process of capturing customer queries.

o Monitoring and evaluating the resolution process, with involvement of relevant stakeholders.

o Tracking and recording common customer complaints, and proactively acting upon to achieve claims reduction.

o Manage proactive communication to Customer

• Accurate Master Data aligned internally and with Customer
• E2E Customer Information (e.g. historical orders, payments, outstanding invoices, Sales and Logistics Trade Terms agreements, annual sales bonus, campaigns) available at any point of customer contact
• Proactive communication to specific Customers: e.g. Communication on expected out of stock to reduce incidents
• Efficient Claims response (On time resolution of customer complaints)
• Supporting continuous reduction in the number of complaints/incidents

4. Customer Profitability & Negotiation with Customers: Actively drives insights on Customer Profitability by:

o Monitoring Cost-2-Serve (C2S) per Customer

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

o Continuously improving C2S by coordinating business cases creation with customers

Owns and manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:

o Development of LTT agreements

o LTT agreements are measured, tracked, reviewed, and enforced. Negotiates with customers from the perspective of logistics.

• Monitored C2S per customer
• Logistics Trade Terms agreements enforced
• Logistics Trade Terms Transition plan per customer in-place
• Logistics Trade Terms agreed and formalized with Customers

5.Customer Collaboration & joint value creation:

o Gains top management sponsorship

o Implements Joint Supply Chain Plan with Customers

o Facilitates links between the right people in both companies.

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

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

• Top to Top sponsorship
• Monitored and increased Customer perception and engagement (via Customer Satisfaction surveys or Advantage survey or AIM survey)
• Customer meetings / visits / Joint Supply Chain Plan.
• Customers’ Engagement supply chain collaboration mapped
• Customer Collaboration initiatives in-place (for strategic/key customers) and tracked through JSCP

6.Management information Reporting: Provides clear and accurate information on Customer Service performance via:

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

o Joint Scorecard with Customers

o Ensuring there are clear metrics across all KPIs

o Ensuring Root Cause Failure Analysis on KPIs

• Regular reporting of KPIs
• Improvement in efficiency and reporting transparency
• Joint Scorecard with Customers
• Monitoring and enforcement of Service Level Agreements
• Deployment on key Losses

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:

o Having right team members and roles in-place

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

o Implementing personal development programme including competencies development

o Lead and/or contributes to cross-functional projects on a need basis

o Actively shares with other OpCos and contributes to Global CS capabilities and CS community on an need basis

• Cross-Functional culture within team
• Team structure fitting Customer and Department needs.
• Engaged and motivated employees, utilizing their full potential.
• Continuous improvement of employees competences
• Contribution to cross-functional and above OpCo projects

Job Requirement

Qualifications

Bachelor’s or Higher Degree in Business Administration or relevant fields

Experiences/skills

• At least 3 years of experiences in similar roles
• Ability to effectively collaborate across functions
• Strong E2E Supply Chain knowledge, Financial and Commercial understanding
• Excellent negotiation & customer relationship management skills with evidence of being able to influence key decision makers within customers
• Strong project management skills
• Strong people and team management
• Problem solving & presentation skills
• Interpersonal skills
• Experiences of working directly with Customers
• Base in HCMC

Languages

Strong proficiency in both written and spoken Vietnamese and English