Customer Service & Delivery Manager

1. Overall Accountabilities:

• Build team capability
• Deliver Best in class (BIC) Service, OTIF @ BIC cost to serve
• Build strong customer relationships with key customers and support joint business planning.
• Drive continuous improvement in order to cash process

• Accountable for managing the entire plan to cash process as it relates to customer orders and their cycle through warehousing, distribution and transportation systems.
• Ensure that the cost to serve and order to cash model will be applied properly, and close communication with customer are key to achieve excellence.
• Flawlessly execute against order management and delivery planning
• Ensure tight cooperation with Sales on Customer programs. Build effective and sustainable partnerships with our most important customers.
• To achieve best-in-class OTIF, GFR, CFR service levels
• Deliver against country revenue and volume targets by focusing on CS specific targets
• Maintain good working relationships with our customers. Work with Sales and customers to build the business

• Create a winning team & embed KC culture to achieve a consistent low attrition rate
• Create strong coaching and mentoring programs to manage talent
• Accurately assess people and effectively communicate strengths and opportunities
• Monitor and make recommendation to change organization to meet future business and customer needs

• Deliver OTIF, CFR, GFR Targets
• % On time delivery
• % Truck Utilization KPI
• Timely and effective communication / orders processing from customers
• Team capability
• On time and accurate reports
• RUD (Returns upon delivery) reduction
• Preferred Supplier Status

• Minimum 5 years of working experience in customer service environment or supply chain area
• At least 2 years exposure to sophisticated ERP systems such as SAP
• Good in English communication and country specific language/s
• Computer literacy, including Microsoft Office
• Ability to deal sensitively with customer requirements and issues
• Ability to manage time to achieve tight deadlines
• Effective communication and influencing skill
• Good leadership - People management

• Project management
• Presentation skill
• FMCG experience in supply chain operations and in dealing with global retailers and customers