Customer Care Supervisor - Tactical & Forecast, LATAM

About the role: 

The Customer Care Supervisor – Tactical & Forecast, LATAM is responsible for leading tactical activities within the customer care organization, having an end-to-end perspective from order life cycle, forecasting processes, designing flows, reports and KPIs management.

This position works together with multifunctional areas to evaluate, elaborate and delivery real value added results to our customers and the leadership.

The main objective of Customer Care Supervisor – Tactical & Forecast is to deliver a structures monthly process, with a tactical plan to support the analyses and decisions within the organization.

Key responsibilities: 

• Lead the tactical activities for customer care operations and ensure a strong focus on delivering customer value.
• Lead in the origination, shaping and execution of the Next Level transformation strategy in customer service with a view to improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize the Order to Cash processes and leverage scale.
• Support Customer Service manager to deploy innovative solution with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal and upgrade ordering process, automation of order promising and processing, customer cockpit.
• Lead the tactical and forecast customer care function ensuring the deployment is aligned with Next Level strategy in reorganizing and refocusing the teams and workflows to be closer to market.
• Partner to country cluster GMs/MDs with support to win long term outsourcing deals and increase the stickiness by providing value added, segmented and seamless services and experience.
• Drive the regional customer strategy and execution with respect to customer service reliability and responsiveness collaborating with senior stakeholders in Sales and Supply Planning.
• Be a key professional to support LATAM Choco customer service team in high season periods, drive best practice adoption, resolve issues and partner the sales and supply leads to ensure exceptions service delivery.
• Manage, control and improve performance on service level agreements with customers.
• Support Customer Care leadership team with the right information and reports to resolve customer issues and drive corrective action and preventive actions.
• Lead SAC activities, defining processes, targets, monitoring cases and drive improvements in partnership with Customer Care leadership team.
• Responsible to coordinate improvements on customer communication and lead the periodic feedback on customer satisfaction.
• Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.
• Develop modern business methods/processes, identify best practices in the market.
• Responsible to build, deliver and monitor KPIs, analyze performance and identify areas for improvement, track progress.
• Build a strong team and customer-centric culture.

Scope:

• All business units in Chocolate (4 country chocolate clusters / GCA LATAM) with 19 countries in LATAM (Excluding Mexico).
• @55,000 mt sales volume (Cocoa / Chocolate) and ~50,000 orders per year.
• 5,000+ customers across 19 countries.
• Owns LATAM Tactical and Forecast service level review and problem breakdown analysis for service hits.
• Initiates recalls in close alignment with the crisis management team.
• Reconciles service related countermeasures, incl. follow-up, control and if required escalate on [function] shaping actions.

Other responsibilities:

• Responsible to control and lead the Customer Service Continuous Improvement process from tools to application.
• Responsible to continuously monitor the order cycle: From order entry to delivery follow up (From order change/fix/split to deliveries).
• Strong drive to increase service level (OTIF) whilst reducing/controlling the cost to serve
• Returns & Complaints management: KPIs and PDCAs on root causes.
• Responsible to lead the work in partnership with Demand Planning team to build and deliver a forecast to be collaborated with Regional GMs/ MDs.
• Develop procedures, policies and standards of care.
• Maintain accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports.
• Recruit, mentor, and develop customer service team and create an environment where they can excel through encouragement and empowerment.
• Lead cross-functional (local & regional) projects under SAP and Sales Force group guidelines.

About you:

• Mandatory - Graduation in Engineer / Business Administration / Economic or System sciences
• Nice to have - Postgraduate, MBA or MD in MBA in Project Management / Strategic Management / Business Management.

• Proficient in English & Portuguese / Spanish is desired.

• Proven experience in senior customer service role.
• Ability to lead and manage changes in a complex environment.

• Minimum 5+ years of relevant experience of which 3+ years in managing multi-cultural, dispersed teams.
• Experience in setting-up and leading shared service business process will be an advantage.
• Deep knowledge of the SAP Order-to-Cash process.
• Experience in leading customer service function set-up/scale-up/transformation.
• Complaint management system (Salesforce case management).
• Deep knowledge of Trade incoterms and customs procedures.
• Knowledge if revenue recognition rules.
• Experience of the credit control and cash collection process.
• Knowledge of shipping and transportation activities.

• Problem solving through root cause analysis, Data driven continuous improvement, Strong communication skills.

• Travel requirements: Up to 10 % of the time.