As a Customer Engagement Lead, you will be responsible for driving customer loyalty and sales revenue objectives by delivering exceptional customer fulfillment and enhancing the customer experience.
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This role is critical in maintaining high service levels through customer collaboration while reducing costs within the total supply chain.
* Implement daily management routines to ensure exceptional customer fulfillment and optimize cost-to-serve across the Cluster.
* Track key Customer Service KPIs by Customer Segment to drive performance management and continuous improvement.
* Partner cross-functionally with internal stakeholders to understand customer needs and develop solutions to drive excellence in customer experience.
* Define service-level agreements and inventory allocation policies that meet the needs of segmented customer bases.
* Communicate regularly with sales, logistics, accounts receivable, and planning teams to resolve issues and ensure customer expectations are met.
* Establish strong relationships with supply chain leaders from key customers and align on joint value creation initiatives.
* Promote innovation to support new digital business opportunities in customer fulfillment.
* Drive robust data governance: stock in trade, EPOS, on-shelf availability, customer forecast.
Required Skills and Qualifications:
* Bachelor's or Master's degree in Supply Chain Management, Logistics, Business Administration, Engineering, or a related field.
* 10+ years' experience in customer service and/or order management, logistics, and planning.
* Strong leadership and people management skills.
* Excellent communication, interpersonal, and problem-solving skills.
* Ability to provide actionable recommendations and drive strategic decision-making.
* Proficiency in Microsoft Office and relevant software systems.
Benefits:
We offer a comprehensive benefits package that includes competitive compensation, career development opportunities, and a hybrid working approach that promotes flexibility and work-life balance.
Hybrid Working Approach:
We value our employees' well-being and recognize that work-life balance is essential. Our hybrid working approach allows employees to work remotely two days a week, promoting flexibility and energizing productivity.