Customer Services Lead

Key items

Job

Customer Service Team Lead

Section

Customer Services & Logistics

Department

Supply Chain

Context

The OMM operates at OpCo level and reports to the Customer Service Manager.

The OMM has direct reports that are Customer Service Officer.

Purpose of the job

Dimension

Budget responsibilities:

Number of direct / indirect reports:

Key activities

Results

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.

Order Management

Coordinates the execution of order processing flow from acquisition to billing/cash.

• Order Acquisition: Increase automation of Order Acquisition (e.g. Promotion of electronic ordering methods)
• Order Validation: Logistics Trade Terms Compliance, alignment with credit control
• Order Delivery: Alignment with Logistics Team for peaks preparation & Planning team for out-of-stocks for NW
• Billing: Ensure billing consistency, price checking and compliance with Customs (for export)
• 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

Customer Relationship Management

Drive the Customer Relationship Management for their Customers:

• Supports to get to a robust Customer and Product data via right governance and alignment with Master Data experts
• Actively works to get one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.
• Uses and promotes usage of E2E customer information at any point of customer contact.

Coordinate customer Queries, Incidents, Claims and Disputes by:

• Managing the process of capturing customer queries.
• Monitoring and evaluating the resolution process, with involvement of relevant stakeholders.
• Tracking and recording common customer complaints, and proactively acting upon to achieve claims reduction.
• 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

Customer Profitability

& Negotiation with Customers

Actively drives insights on Customer Profitability by:

• Monitoring Cost-2-Serve (C2S) 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.

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

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.

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

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

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

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
• Lead 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

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

Description / Guideline

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