Customer Care Champion
1 week ago
**Customer Centricity**
Own Fill rate on time and management process required to ensure delivery of agreed service levels and targets. Design and deploy SOPs for customer service and ensure standard implementation across all regions Ensure ontime and efficient Order to cash cycle for region/customer responsible for. Manage customer complaint management process and ensure 100% closure and on time response SPOC for sales team and customers as required addressing service requests, issues, questions.Projects and improvements Monitors delivery performance and anticipates customer service problems, opportunities and risks. Launch SAMBC with top customers and work closely with accounts to continuously improve SAMBC. Manage WH freshness process and improve NQC period on period by managing liquidation plans with sales heads. Collaborate with supply planning team create a depletion plan for high freshness SKU’s. Develop KPI’s, scorecard, management processes and forums in line with CMOS
**S&OP**
- Reporting all service KPI’s in line with Global SPM framework.
- Sharing period updates of SAMBC for top customers
- Input to SMR (service reporting, red to green, escalations etc)
**Data Management**
Consistent & accurate reporting of ageing report for WH freshness management. Consistent & accurate reporting for Casefill to trade, ontime delivery and returns including analysis and driving corrective/preventive actions Consistent and accurate reporting for age on dispatch to trade including analysis and driving corrective and preventive actions. Consistent & accurate reporting in-line with CMOS
**Non Quality Cost Management**
Execution of warehouse freshness process ( SAF execution, partner with supply planning for provisions)
Managing the reconciliation with MLS of monthly invoices.
**Education & Professional Qualifications**
- Bachelor degree in business or supply chain
- 3-5 years within a supply chain or related field work experience (preferably in FMCG).
- Systems knowledge is a must as the associate will manage one if not more systems e.g. Excel, SAP, Oracle, etc.
- Certification in Supply Chain management (CPIM, CLTD)
**Knowledge / Experience**
- Minimum of 5 years experience in supply chain (planning, logistics and customer service
- Transportation management (inbound and outbound)
- Reverse Logistics
- Project Management
- Excellent communication skills with good knowledge of written and spoken English
- Negotiation skills and customer service management
- Experience on projects requiring change management or transformational process and organization behavior changes
- Experience in FMCG business
**Key Mars Leadership Competencies **(4-6)**
**Note: competencies selected should be job related**
- Customer Focus
- Drive for results
- Action oriented
- Command Skills
- Planning
- Conflict Management
**Key Functional Competencies & Technical Skills (3-5)**
Refer to the Mars Talent and Development Library
**Distinguish any preferred competences at the end of the list & notate them as “preferred”**
- Functional And Technical Skills
- Process Management
- Priority Setting
- Decision Quality
**What can you expect from Mars?**:
- Work with over 130,000 like-minded and talented Associates, all guided by The Five Principles.
- Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
- Best-in-class learning and development support from day one, including access to our in-house Mars University.
- An industry competitive salary and benefits package, including company bonus.
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