Customer Service Lead (GT Channel)

Location

Ho Chi Minh

Maps
  • Salary

    Competitive

  • Experience

    5 - 10 Years

  • Job level

    Manager

  • Deadline to apply

    08/12/2024

Benefits

  • Laptop
  • Insurance
  • Allowances
  • Employee Shuttle
  • Uniform
  • Incentive bonus
  • Healthcare
  • Training Scheme
  • Salary review
  • Annual Leave
  • Sport Club

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

More Information

  • Degree: Bachelor
  • Probationary period: 2 months
  • Age: Unlimited
  • Working time: Mon - Fri, 8am - 5pm
  • Salary: Competitive
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