INTERNAL & EXTERNAL JOB VACANCY –Customer Service Operations Manager
CONTEXT
The Customer Service Manager operates at OpCo level and reports to the Customer Service, Logistics and Planning (CSLP) Manager of the OpCo.
Direct reports to the Customer Service Manager usually are Customer Service Representatives (Agents & Telesales).
JOB PURPOSE
- The Customer Service Operations Manager is one of the main contributors to the CSLP vision to:
- Drive Customer Satisfaction & loyalty by building a customer centric organization;
- Drive Cost optimization via service strategy;
- Increase Revenue by ensuring service excellence.
The Customer Service Manager is responsible for:
- Managing the day-to-day customer service department, including Order Management (from Order to Cash) and Customer Relationship Management (RQC – Request, Query & Claim)
- Building a true customer centric organization by coaching, training & sharing best practices to the CS team & relevant stakeholders
- Establishing a continuous improvement team by maintaining a Customer Value Pillar through the TPM methodology
- Driving and implementing Customer Profitability, i.e., Cost-2-Serve and Logistics Trade Terms agreements
- The interface with Customer Supply Chain teams, managing customer relation, leading joint initiatives, and developing partnerships.
- Ensuring internal alignment both upstream with Production and Logistics and downstream with Sales and Finance.
- Establishing a safety culture across the CS team
DUTIES AND RESPONSIBILITIES
- SAFETY
- Focuses on safety – with clear focus and training plans in place for employees
- Ensures Business Continuity within Customer Service by creating a safe & comprehensive work environment
- Enable safe & transparent communications inside the CS department & ensure actions follow up are taken based on survey results
- CUSTOMER SERVICE STRATEGY
- Leads the process of Customer Service Strategy Development and Deployment.
- Constructs 3 Year Customer Service Vision and leads annual refreshing of plans.
- Create a customer service segmentation for customers.
- Develops, monitors, and ensures execution of Customer Service Strategy and plan to deliver optimal balance of customer satisfaction, service levels and cost as % of revenue:
- Manages and promotes communication and cross-functional collaboration:
- Internal communication and cross-functional collaboration with Sales, Finance, Logistics and Production.
- Development of cross-functional customer teams for key customers
- External communication with customers, ensuring trustful customer relations and Customer Satisfaction
- Uses TPM methodology and Customer Value Pillar as toolkits for continuous improvement.
- ORDER MANAGEMENT
Monitors and leads 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 shipping: Alignment with Logistics Team for out-of-stocks and peaks preparation
- 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
- CUSTOMER RELATIONSHIP MANAGEMENT
Develops and leads Change to a Customer Centric Organization by:
- Ensuring robust Customer and Product data via right governance and alignment with Master Data experts
- Actively working on enabling one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.
- Promoting usage of E2E customer information at any point of customer contact (Telesales, e-portal, Sales Reps, KAMs, LKAMs)
Leads customer Request, Queries & Claims (RQC) by:
- Managing the process of capturing customer queries.
- Monitoring and evaluating the resolution process, with involvement of relevant stakeholders within agreed SLAs.
- Tracking and recording common customer complaints, and proactively & cross functionally acting upon to achieve claims reduction.
- Managing proactive communication & care to Customer
- CUSTOMER PROFITABILITY & NEGOTIATION WITH CUSTOMERS
Actively drives insights on Customer Profitability by:
- Ensuring Cost-2-Serve (C2S) visibility in-place (per Customer and SKU)
- Collaborating with Finance and Sales to integrate C2S in Customer P&L.
- Coordinating business cases creation per customer based on C2S.
- 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
- Sales cooperation & alignment with agreed commercial Trade terms
- Negotiates or supports the Key Account Manager in negotiations with customers from the perspective of logistics.
- CUSTOMER COLLABORATION & JOINT VALUE CREATION
- Owns the Customer Supply Chain agenda.
- Detects opportunities and implements Supply Chain collaboration initiatives with key Customers aiming at joint value creation.
- Organizes and conducts regular CS&L visits to Key Customers.
- Implement VoC (Voice of the Customer) program with regular surveys
MANAGEMENT INFORMATION REPORTING
- Provides clear and accurate information on Customer Service performance via:
- Managing the reporting of service level agreements, costs and KPIs (ex: Case Fill Rate, NPS & Zero Touch Order)
- Ensuring there are clear metrics across all KPIs
- Ensuring Root Cause Failure Analysis on KPIs
- Limited manual interventions
- ORGANIZATION AND PEOPLE MANAGEMENT
Actively drives a customer centric culture in the OpCo and ensures cross-functional alignment.
Effectively organizes and manages a team of people by:
- Creating a safe, fun & comfortable place to work
- Having right team structure and roles in-place
- Driving an aligned and focused culture through clear performance targets and regular one-on-ones
- Implementing talent development and competences development while supporting PDP construction
- Ensuring business continuity through succession planning
- Contributes to Global CS capabilities and CS community
- Influences the industry agenda in their OpCo
WORKING AND THINKING LEVEL
Minimum University degree in Management, Business Administration or Marketing
- EXPERIENCE
- At least 4-5 of years of relevant working experience dealing with Customer Relationship Management
- Experience in dealing and managing large and complex orders will be an added advantage
- SPECIFIC SKILLS
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- Ability to effectively work cross-functionally
- Ability to think both on strategic and operational level
- Strong E2E Supply Chain knowledge
- Ability to understand and explain the financial and economic effects of Customer Service Management
- Ability to effectively Understand Customer needs & build strong relationships
- Financial and commercial understanding
- Strong project management skills
- Strong Leadership Skills
- Experience of working directly with Customers
- Excellent proficiency of Kinyarwanda and English both oral and written
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.
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 Wednesday, June 26th, 2024.
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