This is your opportunity to make a difference in our internal and external customer experiences.- You will own the Customer Experience from order entry to invoice and final delivery, you will be responsible to develop the customer service, CPFR and logistics team.
You will operate as a key business & strategic Supply Chain partner to the Mexico cluster.- You will partner with our external customers, sales and marketing teams, 3PLs & S&OP manager to develop strategies to radical improve customer experience and cost to serve, find productivity and cost opportunities, and streamline internal process.- ABOUT YOU- You have a strong bias for action and know how to balance a sense of urgency with an eye on the long term in a way that enables you to demonstrate a relentless focus on enabling the delivery of business results.- You have strong supply chain expertise focus in delivering the best customer experience.
You are a great team player and team builder; you are a change agent not afraid to challenge the status quo and you are defined by both your authenticity and transparency.- You are skilled at consistently build deep and trusting partnership with sales, finance, customers & SC leaders.
**Responsibilities**:
- Responsible to provide best-in-class service, develop and manage strategic and tactical relationships with customers and their respective account managers to help deliver the long-term Customer Engagement plan.1.
Order Management: Administration of sales orders from inception to fulfillment and managing the people, processes and data connected to the order as it moves through its lifecycle.- Track the progress of sales, shipments and deliveries to customers- o Drive the "Order Management Service Level Plan" with our Customers using all reported information and KPIs.-
- o Ensure smooth customer order processing/checking in the system making sure that orders are compliant with order management guidelines.- o Collaborate closely with planning, imports and commercial sales to maintain product availability to agreed target - own and communicate availability performance for key customers.- o Ensure collation, evaluation and communication of customer views of our service.- o Send rapidly and properly to the 3PLs the information to ensure timely delivery of orders.- o Ensure invoice issuance.- o Make changes to orders (by arrangement with the salesman/agent): Insert / delete rows, cancellation and remission, Changes to shipping dates.- o Ensure timely checking of "open orders" on daily basis and take appropriate action.- o Credit Block Process, inform and coordinate with compliance and sales department the action to unblock the order.- o Price Validation, ensure timely maintenance of missing prices within a sales order and proper manager release of sales order on a timely basis.- o Creation and communication to production, planning and 3PL of order deadlines.2.
Customer Care: Direct listening channel to meet our customers, their concerns and needs.Customers Master File:
- o Ensure the continuous update of all customer information: company name, specifications of loadings, delivery address, etc.. on ERP system.- o Ensure 3PL and warehouse have the details per client.- o Setting up and testing of the system to ensure proper functionality on ERP system.- o Manage and develop the supply chain customer agreements (e.g.
customer requirements, service plans and commercially negotiated SC deals).- o Hold regular internal key customer collaborative meetings and mange action plans.Returns Process:
- o Approve returns to clients and track reason codes.- o Ensure all the documents are in ERP system.- o Check with 3PL the exact quantities returned.- o Ensure returned quantities are recived in ERP system in order to issue credit to customer.Market and internal communication:
- o Ensure deep understanding of needs by liaising directly with customers.- o Provide strong support and information to the sales force for good management order flow.- o In collaboration with demand planner and customer marketing send to sales force, marketing information regarding new product, promotions product availability and ensure compliance with group and local company procedures.Complaints management:
- o Handle Customer Inquiries and complaints to ensure full customer satisfaction by interfacing with customers, 3PLs and internal departments (Sales, trade marketing, finance etc ) when appropriate.- o Ensure proper paperwork is complete and accurate.- o Ensure proper closing of complaint in an effective and efficient manner.Collaborative Planning, Forecasting and Replenisment (CPFR):
- o Lead CPFRs team, accountable for building and maintaining a collaborative relationship with the replenishment/inventory management teams at our retail trading partners and responsible for meeting customer in-stock targets.3.
Inventory: Reviewing and organizing inventory efficiently for sales orders.- Communicate availability of products, innovations, constraint