Customer Service
Full Time
EMEA - Europe - Poland - Lodz - undefined
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Position Job Title: Customer Service Manager Mondelez Global Key Accounts
BG and BU: Snack & Confectionary
Function: Customer Service & Supply Chain
Sub-function: Customer Service
Line Manager’s Job Title : CS Senior Manager, Snack & Confectionary
Advertising Legal Entity: AF Novy Bydzov, AF Łódź - on site
Work contract Legal Entity: Contract will be issued accordingly with legal requirements and legal entity of the hiring country
Job Purpose
Lead the Global Key Accounts Team & Novy Bydzov Customer Service Representatives (CSRs) in support of a customer-centric organization. Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, and providing innovative service solutions.
The Customer Service Manager will also convey the Supply Chain strategy towards customers & sales. He/She will understand Sales and Supply Chain strategy to offer proper support to business development/market/growth actions.
Principal Accountabilities
Main Responsibilities
Lead Customer Service Representatives in execution of business strategy and in support of a customer-centric organization.
Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment.
Build relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues.
Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
Partner with Sales to efficiently ramp-up new Customers and to develop joint efforts to pro-actively develop existing Customers.
Assist in implementation and monitoring of customer Vendor Managed Inventory programs, forecasting and demand planning.
Support the business strategy through the creation of customer-centric service processes, standards and metrics.
Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
Build organizational capability through recruitment, development, and retention of top talent. Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.
Drive Customer Satisfaction and Customer Centric mindset in the organization.
Drive related KPI results on DIO and DIFOT together with the site SC Managers.
Overall functional CS process lead representing CS teams within Amcor organization linked to projects.
Contact for Sales for all UK S&C related CS topics.
Lead all CS actions required to cope with the SC challenges with the aim to limit the impact of service to customers.
With SC Manager, translate all changing Customers’ needs into concrete improvement actions.
Actively engage with stakeholders from other functions (mainly Sales, Operations, SC) to share strategies and manage interfaces. As far as Sales is concerned, constantly connect with Sales leadership to have consistent Supply Chain strategies and actions with market needs and business priorities.
Manages change effectively and builds a successful team
Coaches, develops and enhances CS capabilities within the team
Delivers on the harmonization plan within the related area of responsibility
Runs performance reviews with key customers
Leads CI initiatives within scope of activities
CSAT survey improvements within scope of activity to demonstrate improved customer satisfaction
Enables improvements in service, quality, and cost and supports the delivery of the related KPI’s
Qualifications/Requirements
Formal Qualifications and Experience
At least 7 years’ experience in Customer Service/Supply Chain
Prior experience in multi-plant roles preferred
Fully operational knowledge of CS, SC and additionally logistics/warehouse processes
Uncompromising Customer Service mindset
Distinctive analytical power combined with practical creativity for identification of improvement potentials
Experience in team management and people leadership
Fluent in English, Polish and Czech - nice to have
Specific Skills and Abilities
Excellent analytical, problem solving and organizational skills
Solid organizational skills including attention to detail and multi-tasking
Ability to work independently and handle multiple projects
Ability to influence, motivate and mobilize stakeholders and peers
Proactive, with the ability to anticipate
Flexibility to travel across Europe
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