Customer Logistics Executive

Job description

• Meet Customer Logistics KPI scores and achieve service level targets
• Deliver products in line with customer service targets to ensure high customer satisfaction
• Manage the full order fulfillment cycle from order placement to delivery, while continuously identifying opportunities to improve efficiency and reduce cycle time
• Monitor and coordinate distributor order cycle routines to ensure stock availability
• Coordinate internally and with distributors to process and track orders, ensuring order accuracy, on-time delivery, and resolution of any order-related discrepancies Address and resolve delivery and transportation challenges, acting as the main escalation point for logistics and delivery service quality issues
• Collaborate with Logistics and customers to optimize ordering parameters such as MOQ and ordering frequency, with the aim of minimizing Cost to Serve and improving operational savings Proactively support customers and the business by anticipating risks or expected changes throughout the order cycle
• Oversee daily operations, including complaints and returns, in coordination with relevant stakeholders
• Assess the performance of freight forwarders and agents in areas such as on-time delivery, collection, document accuracy, communication, service, availability, and escalation
• Collaborate with local, regional, and global teams to create coordinated plans
• Build and maintain strong relationships with a broad range of stakeholders, including external customers, external and internal suppliers/factories, the central logistics hub team, and internal commercial, supply chain, and finance teams
• Support in Demand Drivers and Data Visibility
• Collaborate with demand planners and provide market insights from the distributor sales team to support an accurate forecasting process
• Contribute to the monthly S&OP executive meeting, addressing issues or discrepancies as needed
• Perform risk assessments by identifying, analyzing, and minimizing potential risks that could interrupt the supply chain, and develop effective mitigation plans
• Collaborate with demand planners and the commercial team to build the most accurate sales forecast
• Ensure continuous improvement and sustainability to achieve the optimum level of forecast effectiveness
• Work with the demand planning team to analyze demand patterns, sales forecasts, and inventory data to determine optimal stock levels for each product, ensuring adequate stock cover while minimizing excess inventory
• Establish and maintain positive relationships with customers
• Provide prompt, efficient, and satisfactory responses to customer inquiries
• Analyze customer data to identify patterns and insights, and use this information to strengthen customer relationship management strategies
• Work collaboratively with departments such as marketing, sales, logistics, and product development to refine the customer experience journey Execute Customer KHC Surveys with key strategic customers, analyze results, and implement action plans to close gaps and elevate service levels
• Ensure regular customer meetings are scheduled, including annual top-level meetings, supported by joint dashboards that go beyond internal KPIs to measure service as experienced by the customer and improve customer perception
• Ensure the effective development and documentation of Service Level Agreements with customers
• Understand and comply with customer contracts, especially shipment requirements
• Monitor cargo movement from tender phase through delivery in line with contractual agreements
• Ensure adherence to financial regulations within the respective markets
• Manage the end-to-end Letter of Credit (LC) process, including LC draft review, document preparation, coordination with customers for processing, and submission of documentation to the customer's bank through to payment confirmation
• Develop a strong understanding of international commercial terms
• Ensure that all safety and logistics regulations are strictly followed
• Perform management reporting activities as needed
• Understand business needs across the supply chain
• Act as the single point of contact and primary liaison between Kraft Heinz and the distributor, maintaining regular communication and promptly addressing inquiries, concerns, and escalations
• Establish and maintain effective governance and standard operating procedures (SOPs) that are current and properly authorized within the designated framework
• Bachelor's degree in supply chain, Finance, or a related field 3 to 5 years of experience in operations, logistics, or analysis Prior experience in an FMCG environment is important
• Excellent analytical skills
• Ability to proactively challenge and advise Experience dealing with senior management
• Strong interpersonal, influencing, and communication skills Experience developing creative business solutions
• Strong command of English, with the ability to understand and communicate clearly and effectively
• Work as a Team
• Live the Power of We Work as a Team
• Energize Self and Others Inspire Excellence
• Simplify the Complex Inspire Excellence
• Move with Speed and Agility Navigate Our Future
• Define the Destination