Customer Service Representative
vor 2 Wochen
This role plays a critical part in driving customer loyalty and achieving sales and revenue objectives by delivering exceptional customer fulfillment and enhancing the customer experience.
Key ResponsibilitiesThe Customer Service & Logistics Specialist serves as the key supply chain contact for both internal and external customers, overseeing the management of customer orders, including order capture, order management, and improving the customer experience.
The role is responsible for maintaining high service levels through improved customer forecast accuracy and customer collaboration, while also reducing costs within the total supply chain.
AccountabilitiesDevelop and execute a strategy to deliver target customer service levels, costs, inventory, and cash collection targets, specifically:
- Implement rigorous daily management routines across the organization and hold people accountable to deliver exceptional customer fulfillment.
- Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Implement a continuous improvement culture with diligent root cause analysis.
- Drive the development of order-to-cash systems, processes, and resources to reduce cycle times through increased automation and application of digital technologies.
- Partner cross-functionally to understand customer wants and needs and develop solutions to drive excellence in customer experience.
- Work with logistics providers to define and implement the right logistics network that meets customer needs and dovetails with regional logistics flows.
- Work with Planning and Commercial teams to ensure the successful launch of new products.
Identify and execute joint value creation opportunities in the supply chain with key customers, specifically:
- Own the customer fulfillment agenda — establish strong personal relationships with supply chain leaders from key customers.
- Capture and commercialize joint value creation with customers.
- Promote innovation both internally and externally to support new digital business opportunities in customer fulfillment.
Establish rigorous data management, specifically:
- Drive robust customer and product data governance: stock in trade, EPOS, on-shelf availability, customer forecast.
- Ensure data synchronization with customers using industry standards.
This role requires 5 years' experience in customer service and/or order management, logistics, and planning, preferably from Consumer Self-Care, FMCG industry.
Fluency in English and German is essential.
Proficiency in relevant software, such as Microsoft Office, ERP, CRM, and order entry systems.
Understanding of financial and business planning.
Understanding of supply chain planning and order management processes.
Understanding of cost, profitability, and cash flow on a strategic level.
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