Customer Service and logistics Lead

Purpose of the job

• Managing and responsible for all Customer Service activities for Savory Ingredients EMEA activities
• Managing and responsible all logistics activities (including internal replenishments and external customer deliveries) “on time in full” & in good condition, without complaint towards our customers.
• Manage relationships and performance of warehousing and logistics operations, including Logistics Service providers, Carriers and Freight Forwarders.
• Manage team performance with KPI’s and drive the continuous improvement projects towards functional excellence
• Managing the Customer Service and Logistics Team in the Netherlands
• Acting as process owner and knowledge holder for Order-to-Cach (OTC) Process

Accountabilities

Customer Service activities

1. Responsible for the correct execution of all customer Service activities
   1. Order Entry
   2. Order confirmation
   3. Organizing shipments to the customers using existing contracts in place and taking care goods are delivered in time and in full to the customers
   4. Billing of customer
   5. Dunning process so that customer are paying on time their invoices (first level – escalation via sales).
   6. Recording complaints according to established procedures
   7. Issue credit notes for rebates, commissions, etc …
   8. Managing monthly invoicing progress and minimizing monthly overruns.
2. Taking care that all activities are well documented using SAP and other IT systems. Maintains the systems so that an optimal working is guaranteed (update route tables, etc …)
3. Responsible for product registration and maintenance at the Chamber of Commerce to enable export of all Lesaffre finished goods.
4. Responsible to obtain suppliers declarations of origin from suppliers and supply Lesafffre suppliers declarations towards customers.
5. Inform all stakeholders (customer, sales rep/mgr) on expected performance and possible issues

Warehouse and logistics

1. Responsible for the correct shipment of the orders to the customers;
   1. Supporting the logistics team to provide instructions if needed to warehouse to assure a correct handling of the materials and preparation of customer orders and shipments (labels, special request, etc …)
   2. Interacting with transport companies, forwarders, custom brokers, etc with daily operations and structural performance management with the goal of assuring timely and correct shipments of the customer (and replenishment) orders to the customers
   3. Managing IT systems related to warehouse and logistics management (Shipment Creation, Shipment Management, Shipment Costing, Confirmation of order packing) and assuring that all data gets well communicated and shared.
   4. Manage any returns, credit returns and all other required functions in SAP.
   5. Ensuring shipment costs are properly managed in SAP
2. Carry out all non-SAP logistics functions including but not limited to; liaising with Warehouses and Logistics companies, providing documentation for Export requirements, provision of logistics related information to Customer service or direct to customers/distributors if required.
3. Managing performance reviews of the different partners (warehouse and logistics partners)
   1. Calculating KPI’s
   2. Review KPI’s with partners and agree on improvement actions
   3. Assure that an effective stock counting process is in place so that inventory figures are reliable
   4. Assure that complaints are investigated, addressed, resolved, and reported within established expectations.
4. Managing optional escalations and Troubleshooting in case of issues in the logistics chain. Contributes and looks for possible solutions to deliver the goods and services in time and best possible way in case issues occur

Project Management

1. Lead and/or participate to projects in the area of OTC
2. Interact with IT department in order to give input on changes and improvements and also to test new developments prior to implementation
3. Defines ways of working, processes to be followed in coordination with corporate Supply Chain Excellence department. Assure necessary training is given to his/her team members and ways of working are well documented

Team Management

1. Manage own team and as such take care of proper availability/holiday planning, set objectives, review performance, set up and follow training plan for each employee, ….