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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.
Job Segment:
Service Manager, Supply Chain Manager, Manager, Logistics, Customer Service, Operations, Management