The posting
If you are ambitious, self-motivated, hardworking and a team player and interested in growing your career with an International FMCG business, please read through our job opportunity.
Main responsibilities :
- Manage the Customer Service department including OTC/Customer Service & Data (5 to 10 employees)
- Set objectives for each employee in their respective jobs
- Monitor results
- Define and monitor performance indicators for each positions
- ORGANIZE :
- Define the optimal structure in line with the department's workload
- Distribute workload equitably among all employees
- Coordinate the work of teams to achieve objectives
- Act as guarantor of continuous improvement procedures
- Monitor and ensure compliance with procedures by all employees.
- LEAD :
- Ensure that the department's strategy is in line with the S&SC manager.
- Take appropriate decisions to achieve objectives
- Define priorities in line with activity and strategy
- Assist the team when needed
- DRIVE :
- Manage the integration and training of new employees
- Organize a regular (daily) ComCell
- Conduct annual PDRs for the whole team
- Create a pleasant working atmosphere
- Promote team skills development
- Ensure polyvalence in each role to guaranty business continuity
- Take disciplinary action when necessary
- COORDINATE :
- Coordinate team tasks with other internal departments:
- - Sales
- - R&D
- - Supply Chain
- - Operations
- - Finance ...
- Ensure a good and continuous communication with all customers in an international context.
- Managing the customer service teams in their main role and having a portfolio of customer in the same domain :
- Creating and monitoring the launch of new items following the award of contracts (Article Creation Form , Bill of Material, Good For Production , Customer Portal , Event)
- Ensuring that items are available under the conditions defined with the customer (date, launch volume, retroplanning, creation of test orders via OTC requests, customer material information feed, etc.).
- Ensuring that references are switched without being out of stock (Event, stock status, retroplanning, end-of-life file, etc.)
- Optimise product end-of-life or switches by carrying out studies to minimise component and material scrap
- Try to reuse obsolete components with the support of R&D (derogation)
- Inform customers of shortages before deliveries take place and justify these shortages in order to be able to refuse penalties.
- Managing the modification of components in existing items
- Manage promotions (quantities, dates) and ensure their feasibility at factory level (planning and forecasting information).
- Report important information about your customer portfolio during daily Comm Cells.
- Participate in the daily, weekly and monthly updating and creation of Supply Chain department reports.
- Ensure the continuity of the department (backup of other functions, when applicable).
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