Customer Services Lead

Ho Chi Minh City
Permanent
Full-time

1 month ago

General InformationKey itemsJobCustomer Service Team LeadSectionCustomer Services & LogisticsDepartmentSupply ChainContextThe OMM operates at OpCo level and reports to the Customer Service Manager.The OMM has direct reports that are Customer Service Officer.Purpose of the jobDimensionBudget responsibilities:Number of direct / indirect reports:AccountabilitiesKey activitiesResultsSafetyFocus on safetyOMM highly aware of the importance of Safety in and out of office.OMM acts as ambassador of HEINEKEN Safety First culture with our Customers.Order ManagementCoordinates the execution of order processing flow from acquisition to billing/cash.

Order Acquisition: Increase automation of Order Acquisition (e.g. Promotion of electronic ordering methods)
Order Validation: Logistics Trade Terms Compliance, alignment with credit control
Order Delivery: Alignment with Logistics Team for peaks preparation & Planning team for out-of-stocks for NW
Billing: Ensure billing consistency, price checking and compliance with Customs (for export)
Cash: Ensure coordination with Account Receivables to ensure payment and act as escalation if needed

Monitoring and increasing Case-Fill-Rate (CFR)Logistics Trade Terms agreements enforced and implementedFull visibility of Customer Orders and proactive communication to Internal Stakeholders (Commercials, DF, DRP, etc.) & Customers if neededMonitoring and improving of Process Performance Indicators (e.g. First-Time-Right (FTR))Collaboration with Account Receivable on Customer PaymentCustomer Relationship ManagementDrive the Customer Relationship Management for their Customers:

Supports to get to a robust Customer and Product data via right governance and alignment with Master Data experts
Actively works to get one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.
Uses and promotes usage of E2E customer information at any point of customer contact.

Coordinate customer Queries, Incidents, Claims and Disputes by:

Managing the process of capturing customer queries.
Monitoring and evaluating the resolution process, with involvement of relevant stakeholders.
Tracking and recording common customer complaints, and proactively acting upon to achieve claims reduction.
Manage proactive communication to Customer

Accurate Master Data aligned internally and with CustomerE2E Customer Information (e.g. historical orders, payments, outstanding invoices, Sales and Logistics Trade Terms agreements, annual sales bonus, campaigns) available at any point of customer contactProactive communication to specific Customers: e.g. Communication on expected out of stock to reduce incidentsEfficient Claims response (On time resolution of customer complaints)Supporting continuous reduction in the number of complaints/incidentsCustomer Profitability& Negotiation with CustomersActively drives insights on Customer Profitability by:

Monitoring Cost-2-Serve (C2S) per Customer
Collaborating with Finance to integrate C2S in Customer P&L.
Continuously improving C2S by coordinating business cases creation with customers

Owns and manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:

Development of LTT agreements
LTT agreements are measured, tracked, reviewed, and enforced

Negotiates with customers from the perspective of logistics.Monitored C2S per customerLogistics Trade Terms agreements enforcedLogistics Trade Terms Transition plan per customer in-placeLogistics Trade Terms agreed and formalized with CustomersCustomer Collaboration & joint value creationGains top management sponsorshipImplements Joint Supply Chain Plan with CustomersFacilitates links between the right people in both companies.Forges strong personal relationships with key customers and supply management at all levels.Detects opportunities and implements Supply Chain collaboration initiatives with Customers aiming at joint value creation.Top to Top sponsorshipMonitored and increased Customer perception and engagement (via Customer Satisfaction surveys or Advantage survey or AIM survey)Customer meetings / visits / Joint Supply Chain Plan.Customers' Engagement supply chain collaboration mappedCustomer Collaboration initiatives in-place (for strategic/key customers) and tracked through JSCPManagement information ReportingProvides clear and accurate information on Customer Service performance via:

Managing the reporting of service level agreements, costs and KPIs (internally and externally) (ex: Case Fill Rate, Cost to Serve, OSA…)
Joint Scorecard with Customers
Ensuring there are clear metrics across all KPIs
Ensuring Root Cause Failure Analysis on KPIs

Regular reporting of KPIsImprovement in efficiency and reporting transparencyJoint Scorecard with CustomersMonitoring and enforcement of Service Level AgreementsDeployment on key LossesOrganization and People managementActively drives a customer centric culture in the team and ensures cross-functional alignment.Effectively organizes and manages a team of people by:

Having right team members and roles in-place
Driving an aligned and focused culture through clear performance targets and regular one-on-ones
Implementing personal development programme including competencies development
Lead and/or contributes to cross-functional projects on a need basis
Actively shares with other OpCos and contributes to Global CS capabilities and CS community on a need basis

Cross-Functional culture within teamTeam structure fitting Customer and Department needs.Engaged and motivated employees, utilizing their full potential.Continuous improvement of employees competencesContribution to cross-functional and above OpCo projectsKnowledge and ExperienceDescription / GuidelineQualificationsBachelor's or Higher Degree in Business Administration or relevant fieldsExperiences/skills

At least 3 years of experiences in similar roles
Ability to effectively collaborate across functions
Strong E2E Supply Chain knowledge, Financial and Commercial understanding
Excellent negotiation & customer relationship management skills with evidence of being able to influence key decision makers within customers
Strong project management skills
Strong people and team management
Problem solving & presentation skills
Interpersonal skills
Experiences of working directly with Customers
Base in HCMC

LanguagesStrong proficiency in both written and spoken Vietnamese and English#LI-DNI

Heineken

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