Customer Service Manager Global Key Accounts

Job description

Position Job Title

Customer Service Manager Mondelez Global Key Accounts BG and BU: Snack & Confectionary Function: Customer Service & Supply Chain Sub-function: Customer Service Location: CZ, PL Line Manager’s Job Title: CS Senior Manager, Snack & Confectionary Advertising Legal Entity: AF Novy Bydzov, AF Łódź - on site Work contract Legal Entity: Contract will be issued accordingly with legal requirements and legal entity of the hiring country Contract Type: Permanent

Job Purpose

Lead the Global Key Accounts Team & Novy Bydzov Customer Service Representatives (CSRs) in support of a customer-centric organization. Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, and providing innovative service solutions. The Customer Service Manager will also convey the Supply Chain strategy towards customers & sales. He/She will understand Sales and Supply Chain strategy to offer proper support to business development/market/growth actions.

Main Responsibilities

Lead Customer Service Representatives in execution of business strategy and in support of a customer-centric organization. Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment. Build relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues.

Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations. Partner with Sales to efficiently ramp-up new Customers and to develop joint efforts to pro-actively develop existing Customers. Assist in implementation and monitoring of customer Vendor Managed Inventory programs, forecasting and demand planning. Support the business strategy through the creation of customer-centric service processes, standards and metrics.

Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc. Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally. Build organizational capability through recruitment, development, and retention of top talent. Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.

Drive Customer Satisfaction and Customer Centric mindset in the organization. Drive related KPI results on DIO and DIFOT together with the site SC Managers. Overall functional CS process lead representing CS teams within Amcor organization linked to projects. Contact for Sales for all UK S&C related CS topics. Lead all CS actions required to cope with the SC challenges with the aim to limit the impact of service to customers.

With SC Manager, translate all changing Customers’ needs into concrete improvement actions. Actively engage with stakeholders from other functions (mainly Sales, Operations, SC) to share strategies and manage interfaces. As far as Sales is concerned, constantly connect with Sales leadership to have consistent Supply Chain strategies and actions with market needs and business priorities.

Key deliverables

• Manages change effectively and builds a successful team Coaches, develops and enhances CS capabilities within the team Delivers on the harmonization plan within the related area of responsibility
• Runs performance reviews with key customers
• Leads CI initiatives within scope of activities CSAT survey improvements within scope of activity to demonstrate improved customer satisfaction Enables improvements in service, quality, and cost and supports the delivery of the related KPI’s Qualifications/Requirements Formal

Qualifications and Experience

At least 7 years’ experience in Customer Service/Supply Chain Prior experience in multi-plant roles preferred Fully operational knowledge of CS, SC and additionally logistics/warehouse processes Uncompromising Customer Service mindset Distinctive analytical power combined with practical creativity for identification of improvement potentials Experience in team management and people leadership Fluent in English, Polish and Czech - nice to have

Specific Skills and Abilities

• Excellent analytical, problem solving and organizational skills
• Solid organizational skills including attention to detail and multi-tasking
• Ability to work independently and handle multiple projects
• Ability to influence, motivate and mobilize stakeholders and peers Proactive, with the ability to anticipate Flexibility to travel across Europe