As a Customer Service Lead you will work on:
Service In-market strategy
- Develop and execute strategic and tactical In-market strategy for the department to ensure excellent service levels to the customers at lowest costs
- Strategic partner for GBDS, ensuring seamless integration of processes and fostering long-term relationships
Customer Collaboration & Service
- Drive development and execution of Customer Account development year plans together with Sales.
- Drive the right customer service levels and proactively optimize processes to improve the customer journey.
- Represent the voice of the customer within Customer SC, GBDS and Sales.
- Continuously improve the supply chain between FrieslandCampina and customers.
Networking & Stakeholder Engagement
- Build and maintain a strong network of internal and external stakeholders, including customers, partners, and industry organizations.
- Act as a connector between GBDS, Sales, Marketing, Supply Chain, and other departments to deliver optimal end-to-end solutions for customers.
- Align closely with Commercial Directors and GBDS teams to ensure seamless execution and continuous improvement.
- Build strong trust-based relationships with internal and external stakeholders to position the team as experts.
Leading a team
- Manage the department to ensure effective execution, optimal support for Sales, and the O2C process including collaboration with the GBDS teams.
- Lead and develop the team (including team leads) through coaching and feedback to maximize performance.
- Create an inspiring environment that fosters development and growth.
- Challenge team to harmonize way of working of different units
- Ensure adequate staffing, training plans, work meetings, and personnel management.
KPIs, Performance Management & Management Information
- Develop the In-market customer performance and category performance KPIs in line with GBDS O2C Service director performance KPIs
- Identify bottlenecks, initiate improvement actions in Quote to Cash (incl Order to Cash) processes, and ensure implementation after approval to improve the customer and category performance.
- Embed mechanisms for project oversight, resource allocation, progress tracking, and storytelling.
- Own KPI dashboards, insights, and decision documents all with the goal to improve performance.
- Monitor, analyze, and challenge service levels for the customer delivered through GBDS.
- Continuously seek improvement opportunities and take ownership of solutions.
