INTERNAL & EXTERNAL JOB VACANCY – CUSTOMER SERVICE ANALYST
CONTEXT
Within the Customer Service function, it is the analyst’s responsibility to deliver management reports to the customer service (operations) manager for monitoring and controlling the performance of the team, customer facing processes and making decisions. Management reporting has to be conducted in line with the applicable HEINEKEN Rules, Standards and Procedures. The Customer Service Analyst is responsible for gathering and interpreting data to identify improvement areas and monitor the progress of improvement projects. Within the daily job, the Customer Service analyst collaborates with internal stakeholders from logistics, financial control, Sales, and IT amongst others.
Reports to: Customer Service Manager
PURPOSES
Enabling CS reporting tools through digital strategy to regularly report on service state and performance & identify improvements opportunities.
MAIN RESPONSIBILITIES:
- SAFETY
- Contributes to Business Continuity within Customer Service
- CUSTOMER SERVICE STRATEGY
- Contributes the process of Customer Service Strategy Development and Deployment
- Support the 3 Year Customer Service Vision and supports the annual refreshing of plans.
- Analyse trends internal & external trends (VOC) and interpret data over longer periods of time and suggest improvements.
- Support the monitoring of the Customer Service Strategy and plan to deliver optimal balance of service levels and cost as % of revenue.
- Uses TPM methodology and Customer Value Pillar as toolkits for continuous improvement.
- Propose improvements based on the analysis done.
- ORDER MANAGEMENT (ACQUISITION TO CASH/BILLING)
- Monitors the performance within order processing flow from acquisition to billing/cash.
- Analyse the level of automation of Order Management and identify opportunity for improvement.
- CUSTOMER RELATIONSHIP MANAGEMENT
- Actively supporting on enabling one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.
- Support customer RQC (Request, queries & orders) by: · 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.
- Enable KPI dashboard reports to regularly track team’s performance
- CUSTOMER PROFITABILITY & NEGOTIATION WITH CUSTOMERS
Actively drives insights on Customer Profitability by:
- Ensuring Cost-2-Serve (C2S) visibility in-place and periodically updated (per Customer and SKU)
- Supporting business cases creation per customer based on C2S.
- LTT agreements are measured, tracked & reviewed
- Supports the Key Account Manager in negotiations with customers with having the right insights.
- CUSTOMER COLLABORATION & JOINT VALUE CREATION
- Analyse and interpret structurally received feedback from customers
- Supports opportunities and Supply Chain collaboration initiatives with key Customers aiming at joint value creation by making data insights ready for this.
- MANAGEMENT INFORMATION REPORTING
- Make deployments of Customer Service activities and suggest improvements in safety, operational processes within the OpCo and/or team specifically.
- Monitor correct data gathering for DCS. Provides clear and accurate information on Customer Service performance via: · Reporting of service level agreements, costs and KPIs (ex: Case Fill Rate, Cost to Serve, OSA…)
- Execute Root Cause Failure Analysis on KPIs
- ORGANIZATION & PEOPLE DEVELOPMENT
- Provide Customer Service manager reports to monitor team’ s performance & identify training / coaching needs.
- WORKING & EXPERIENCE
- Bachelor’s degree in Business, preferably in Supply Chain
- 3 years in Business, preferably in Logistics
- Knowledge and Skills in Statistics will be an added advantage
- Financial Understanding and abilities to use Powerpoint Presentation and speaking in Public is highly desired
- Good command of English language
HOW TO APPLY
As a Diverse and Global Company, we recruit based on the principle of equal opportunity. This means that our hiring decisions are not based on race, color, religion, beliefs, etc. but our decision are purely based on your shown knowledge, competences, and behaviors during the assessment process.
In case you meet the above requirement, please go to https://careers.theheinekencompany.com and search for “Customer Service Analyst “.
Only applications meeting the requirements will be contacted.
All applicants must apply using our online application system, CVs received via email or standard post will NOT be considered. In case you face any challenges in applying, please let us know through jobs.bralirwa@heineken.com (no applications will be accepted through this email).
The HR Business Partner Team will be available to support in the application process and the closing date for submission of applications is Friday, 12th April 2024.
Click here for more details & Apply
