Logistics Key Accounts Specialist

Mô tả công việc:

1) Main Responsibilities

Customer Service strategy

• Contribute 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.
• Manage and promote communication and cross-functional collaboration with Sales and Finance
• External communication with customers, ensuring trustful customer relations and Customer Satisfaction
• Use TPM methodology and Customer Value Pillar as tool-kits for continuous improvement as well as External Benchmark

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

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 programm 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 an need basis

Chức vụ: Nhân Viên/Chuyên Viên

Hình thức làm việc: Toàn thời gian

Quyền lợi được hưởng:

Yêu cầu bằng cấp (tối thiểu): Đại Học

Yêu cầu công việc:

2) Critical Experiences and Competencies (Skills, Knowledge and Behaviors)

• At least 3 years of experiences in similar roles
• Base in HCMC
• Bachelor’s or Higher Degree in Business Administration or relevant fields

Skills

• Ability to effectively collaborate across functions
• Excellent negotiation & customer relationship management skills with evidence of being able to influence key decision makers within customers
• Strong project management skills
• Problem solving & presentation skills
• Interpersonal skills
• Strong proficiency in both written and spoken Vietnamese and English
• Strong proficiency in Data Analysis (Report, Dashboard, Excel, PowerBI, PowerApp)

Knowledge

• Strong E2E Supply Chain knowledge, Financial and Commercial understanding
• Experiences of working directly with Customers
• Knowledge of Order Management
• Knowledge of Delivery Process

Behaviors

• HEINEKEN Behaviors
• Learning Agility

Yêu cầu giới tính: Nam/Nữ

Ngành nghề: Chăm Sóc Khách Hàng,Xuất Nhập Khẩu