Customer Service Key Accounts Manager

JOB DESCRIPTIONS:

SAFETY: Focus on safety 

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&L 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

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

CUSTOMER PROFITABILITY & NEGOTIATION WITH CUSTOMERS

• Actively drives insights on Customer Profitability by: Monitoring Cost-2-Serve (C2) per Customer; Collaborating with Finance to integrate C2S in Customer P&L; Continuously improving C2S by coordinating business cases creation with customers
• Owns and manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring: Development of LTT agreements; LTT agreements are measured, tracked, reviewed, and enforced
• Negotiates with customers from the perspective of logistics.

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.

MANAGEMENT INFORMATION REPORTING

• Provides clear and accurate information on Customer Service performance via: Managing the reporting of service level agreements, costs and KPIs (internally and externally) (ex: Case Fill Rate, Cost to Serve, OSA…); Joint Scorecard with Customers; Ensuring there are clear metrics across all KPIs
• Ensuring Root Cause Failure Analysis on KPIs

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: Having right team members and roles in-place; Driving an aligned and focused culture through clear performance targets and regular one-on-ones; Implementing personal development programme including competencies development
• 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

JOB REQUIREMENT

• Minimum University degree
• At least 3-4 of years of relevant experience (if higher # of years needed due to complexity, OpCo to define)
• Management experience (1-2 years)
• Ability to effectively work cross-functionally
• Excellent negotiation & customer relationship management skills with evidence of being able to influence key decision makers within customers
• Strong E2E Supply Chain knowledge
• Ability to understand and explain the financial and economic effects of Customer Service Management
• Financial and commercial understanding
• Strong project management skills
• Problem solving & presentation skills
• Interpersonal skills
• Experience of working directly with Customers
• Fluent English & Vietnamese
• Da Nang based.