Customer Excellence Lead Benelux

Job description

Strategic Planning

• Develop a comprehensive customer service and collaboration strategy that aligns with KHC overall goals and objectives
• Collaborate with GCOE, GBS, and teams within BENELUX to ensure alignment on customer service strategies
• Identify main areas of opportunity and collaborate with IT and GCOE to implement solutions to streamline operations tied to our strategic priorities
• Develop and implement a streamlined order processing workflow to reduce errors and increase efficiency
• Improve order management process for efficiencies, reducing order touches
• Collaborate with GBS OM and logistics teams to ensure timely and accurate order fulfillment
• Develop a comprehensive issue resolution process to ensure timely and effective resolution of customer complaints
• Ensure accurate master data management in SAP for smooth processing across multiple platforms
• Develop and maintain strong relationships with key customers to drive strategic partnerships
• Develop joint business plans with key customers to drive growth and improvement
• Collaborate with our sales team to ensure alignment on business objectives and strategies
• Develop a collaborative forecasting process with key customers to ensure accurate demand planning
• Develop a stakeholder communication program to ensure timely and effective communication with stakeholders
• Collaborate with the global and IT teams to ensure alignment on reporting and dashboard strategies
• Ensure external perspective is embedded into internal KPIs - Alignment between customer view and our KH KPIs
• Analyse customer service metrics to identify areas for improvement Attributes Innovative Thinking: You bring innovative solutions to complex business challenges and help customers understand what is possible through our customer and logistics capabilities Curiosity: A high level of curiosity to embrace continuous improvement and leverage new technologies Accountability: You dive deep into challenges and problems, you keep your focus on results, and you effectively collaborate to get the job done Collaborative: Working across key business stakeholders to identify and action business issues / opportunities.

You love to win and have fun doing it Data and technology acumen: You understand the power of data and technology and see how this can increasingly simplify our work & bring better insights Degree in logistics, supply chain management, business/ finance, engineering or a related field Experience in an IBP/S&OP Environment 5-7 years of working experience in supply chain / logistics / customer service or related field Good Knowledge of MS Office Project and Change Management: Proven track record in managing complex projects and change management, including supply chain and digital transformations Business proficiency in English Business proficiency in Dutch