Customer Service Collaboration Lead

About the role:

A professional with customer facing experience, responsible for driving continuous Supply Chain process improvement & Customer Service Excellence (incl. supply & demand mgmt), through peer-to-peer collaboration with all stakeholders, both within BC and strategic account(s). Responsible for securing the availability & proximity of chocolate & cocoa to assigned accounts / sites and fulfilling a linkage role in the communication between both BC & said strategic account(s.)  Increase visibility throughout the end-to-end supply chain, including monitoring & increasing service levels for the specific country cluster. Will act as a link between both BC & strategic account(s) driving the customer service operations and deliverables in close conjunction with Global Business Services (GBS).

Key responsibilities:

• Define & identify criteria and ensure KPI harmonisation is implemented  for collaboration with strategic account(s).
• Holding regular service level KPI review meetings.
• Monitor service level KPIs and drive improvements.
• Promote dual understanding, and implementation, of best supply chain practices within both organizations (EDI, VMI,etc..)
• Optimize service and forecast performance for strategic customer(s) through the close collaboration with the Customer Service Operations Lead and CSC Manager.
• Create a supply plan with BC CSD and identify issues for strategic account(s).
• Receive, review and challenge demand plan from strategic account(s) with a common goal to improve accuracy.
• Prepare, coordinate and follow-up on actions from demand and supply, set up operational follow-up meetings with strategic account(s).
• Work with BC Central Planning Team to ensure the definition, and implementation, of a meaningful supply plan (site contingency).
• Inform about the inventory strategy & receive FP inventory levels from the customers
• Validate strategic account short term forecasts vs orders (liquid and solid products) and drive up accuracy in function of finished goods sales, promotions, new launches/projects, seasonal campaigns.
• Set up interaction model, agree on rules and implement contract from supply point of view.
• Represent strategic account(s) (being the customer voice) in the BC S&OP processes, local S&OE etc, including BC representation (BC's voice) in the strategic account(s) planning meetings.
• To act as and be a single point of contact for BC → strategic account(s) & strategic account(s) → BC; specifically in leading, supporting and pushing  for solutions to ensure service excellence is met.
• Forging close proximity with strategic account(s), both externally with the customer and internally at BC within the Sales Organisation.
• Improve processes, ways of working and collaboration between BC & Key Account(s) through end to end optimisation / Supply Chain by reviewing processes & WoW between BC & and strategic account(s). (EG planning cycles, VMI, EDI, delivery frequencies, etc.)
• Responsible and accountable for ensuring BC’s  SLA  &/or strategic account(s) partnership agreement is implemented & adhered to. Ensuring both BC & Strategic account(s) is held accountable through regular service review meetings and reporting.

About you:

• Degree or equivalent in a logistics/planning/customer facing discipline.
• 5+ years’ experience of working within a customer facing environment (within Supply Chain.)
• Excellent working knowledge of Excel, SAP and related planning tools (APO, SAP, BW) OMP experience preferred but not essential.
• Excellent working knowledge of SAP Production.
• Working knowledge of MS applications such as Power Point & Word.
• Proficient in English & local language, any other European languages are welcome.
• FMCG Experience essential along with customer facing experience.
• Experience working in other supply chain, customer facing & commercial roles preferred.
• Exposure to transport planning, raw material planning & demand planning.
• Understanding and experience working in an S&OP environment.
• Understand production planning process.
• Basic understanding on inventory and deployment planning process for raw materials.
• Good working knowledge of CSD KPIs.
• Understanding and experience of 3PLs structure / interaction.
• Strong skills in data collection.
• Strong communication skills.
• Ability to engage, negotiate and influence across departments/companies.

We offer:

• Employment on a regular basis in the sweetest company in the world.
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by BC).
• Fit Profit sports card co-financed by BC.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month.
• As part of our work-life balance culture, we can start work between 7 am and 10 am.
• Free consultation with a lawyer once a quarter.
• Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year.
• And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits and veggies to the office.
• You can purchase our sweet products with a special discount.
• Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.
• We like to party as much as we like chocolate! We have integration budgets we can use for team events.
• Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.