Purpose of the position
Order Management & Customer Service stand for the domain and processes related to Customer Order Management, Customer Service & Collaboration, part of Order-to-Cash process network. In this position you are expected to:
1. Establish, improve, maintain, and share group-wide harmonized Supply Chain standards (Policies and Guidelines,Processes, Systems/Tools, Reports, KPIs, Best Practices)
2. Drive and support business improvements and transformation projects
3. Lead capability build Group-wide for the area of expertise: Advise, coach, train
4. Optimize and promote E2E / Group-wide supply chain alignment & collaboration
Responsibilities
As Group Process Owner:
5. Own the Order Management/ Customer Service “One Template” solution, encompassing process, application configuration, roles, and standards.
6. Lead the expert networks for OM/CS and collaborate with Order-to-Cash Core Process Network and adjacent processes for End-to-End optimisation.
7. Drive and support the continuous improvement of the template, manage the roadmap.
8. Promote adherence to process through standard assessments/ audits.
9. Maintain process documentation and support on-going training/ re-training for the related business roles.
10. Support troubleshooting and defect resolution
As Subject Matter Expert (SME):
11. Analyse performance/KPIs, prospect opportunities, derive initiatives/projects for root-cause analysis and solutioning for own area of expertise, Group-wide.
12. Lead or take part in business improvement initiatives/ projects, acting as in-house consultant.
13. Support the roll-out of the One Template in collaboration with Roll-out Managers.
As Management Unit (MU) Business Partner:
14. Collaborate with the assigned Management Unit to monitor overall Supply Chain performance/KPIs, define improvement actions and connect to the internal network of experts for support.
15. University degree in Business Administration, Supply Chain, Engineering, or related fields. Specialization or certification in Supply Chain Management is desirable.
16. 8-10 years of experience in supply chain and logistics, preferably in the FMCG sector in a multi-market European region environment. Desirable in-house consulting experience.
17. Experience in managing customer order fulfilment process, with focus on Warehousing and Distribution/ Transportation operations, through insourced and outsourced (3PL) resources, supported by modern IT systems (ERP, WMS, TMS) and digital technologies (scanners, EDI, etc).
18. Proven experience required:
Ability to manage the customer fulfilment process in international companies, supported by modern IT Systems (ERP)
Ability to manage Customer Service and Collaboration, including Service Level Agreements (SLAs)
19. Knowledge of adjacent business processes/ operations: Outbound Logistics (Warehousing and Transportation), Demand Control, Sales and Accounts Receivables.
20. Excellent communication skills on all levels of the organisation.
21. “Think big” mentality with an initiative-taker, entrepreneurial attitude.
Willing to travel – expected level of travel of this position is up to 50% / week.
About us
Intersnack has become one of Europe’s leading savory snacks producers by ‘creating happy snacking moments’ in people’s lives. Being privately owned, we operate with a long-term view and commit ourselves to a more sustainable world. Successfully and sustainably growing, our turnover in 2024 was more than €4.5 bn. We are now present in more than 30 countries across Europe and beyond. We have 12 regional Management Units, 45 production sites, and a total workforce of approximately 15,000 people worldwide.
What we will offer
An enjoyable, broad and fulfilling role with one of Europe’s biggest savory snacks producers. The chance to grow in an environment that values teamwork and collaboration, as well recognized to your individuality, welcoming your views, and celebrating your growth. Naturally we offer a competitive salary and benefits package, but also the opportunity to stand out for your professionalism and performance, moving forward in a challenging environment that supports each individual team member to achieve their very best. And a place to securely develop your career as part of a business that cares about the wellbeing of all its people and understands that work-life balance is fundamental to success. At Intersnack, we value and cherish diversity for the power and potential it creates. We have extraordinary team spirit, empower our people to take ownership for what they do and challenge each other to improve. Because we know that, to become a big player, you need to master being a team player first.