Customer Service & Logistics Specialist (m/w/d)

Übersicht der Beschreibung

This role helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer fulfillment and enhancing the customer experience.

The Customer Service & Logistics Specialist serves as the key supply chain contact for both internal and external customers for the overall management of customer orders including order capture, order management and improving the customer experience.

The role is responsible for maintaining high service levels through improved customer forecast accuracy and customer collaboration, whilst also reducing costs within the total supply chain.

Verantwortungsbereich der Funktion

Develop the strategy and execution plan to deliver target customer service levels, costs, inventory and cash collection targets, specifically:

• Implement rigorous daily management routines across the organization, and hold people accountable to deliver exceptional customer fulfillment.
• Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Implement a continuous improvement culture with diligent root cause analysis.
• Drive the development of order-to-cash systems, processes and resources to reduce cycle times through increased automation and application of digital technologies.
• Partner cross-functionally to understand customer wants and needs, and develop solutions to drive excellence in customer experience.
• Work with logistics providers to define and implement the right logistics network that meets customer needs and dovetails with regional logistics flows.
• Work with Planning and Commercial teams to ensure the successful launch of new products.

Identify and execute joint value creation opportunities in the supply chain with key customers, specifically:

• Own the customer fulfillment agenda — establish strong personal relationships with supply chain leaders from key customers.
• Capture and commercialize joint value creation with customers.
• Promote innovation both internally and externally to support new digital business opportunities in customer fulfillment.

Establish rigorous data management, specifically:

• Drive robust customer and product data governance: stock in trade, EPOS, on-shelf availability, customer forecast
• Ensure data synchronization with customers using industry standards.

Erfahrung erforderlich

• This role requires 5 years’ experience in customer service and/or order management, logistics and planning, preferably from Consumer Self-Care, FMCG industry
• Fluency in English and German is essential
• Proficiency in relevant software, such as Microsoft Office, ERP, CRM and order entry systems
• Understanding of financial and business planning
• Understanding of supply chain planning and order management processes
• Understanding of cost, profitability and cash flow on a strategic level