Customer Excellence Support Wholesale

🗏Job Type

Full Time

We are currently recruiting for an exciting role in the manufacturing sector.
Minimum Requirements

Degree in Business, Logistics or related field
7+ years’ experience in supply chain management of which 5+ years logistics, planning, customer or continuous improvement agenda
Industry – Experience in FMCG supply chain
Customer Service, CRM, Key account management, Supply Chain collaboration, Order handling, Channel and Sales strategy
Job Description

Manage customer service complaints, problems, request and inquiries - Deliver customer service excellence based on cross-functional aligned insights on understanding common customer complaints to improve customer service execution. Solicit and provide customer feedback on product management for customer service experience and devise improvement opportunities.
Define and Manage Customer Service – Define customer service requirements across the enterprise along with definition of customer service (CS) experience. Define and manage CS channel strategy, CS policies and procedures. Establish target service level for each customer segment.
Customer Interface processes – Share any cross sell / up sell opportunities identified and share with the information with sales team. Handling of order inquiries including post order fulfilment process. Oversight and monitoring of quality of product delivered to customer.
Plan and align supply chain resources – Interpret customer service requirements by validating customer orders with other supply chain players by overseeing the required customer orders while ensuring that the supply chain partners can translate the requirements into distinct supply chain activities.
Management of recalls and returns process for the defined customer / channel within a category. Work with customer, sales teams, go to market quality manager and logistics team to initiate recalls / returns and measure the effectiveness of such processes with required reports. Develop and execute a customer recall strategy whenever appropriate by working with enterprise wide stakeholders. Translating customer service requirement into critical to quality characteristics as well as logistic requirement

Establish and maintain process management governance – support the process measurement and monitoring of performance against established process framework for identified cross-functional processes and institute a continuous improvement management approach. Define customer interface processes by scoping, analysing the processes



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Job id : , #75449, 3 views,

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