Logistics Key Accounts Specialist

1) Main Responsibilities

Customer Service strategy

• Contribute to overall Customer Service Strategy. Devises and executes the long term logistics operational strategy for their customers in line with CS&L and Sales Strategy - with a particular focus on delivering optimal balance of service levels and cost as % of revenue and customer satisfaction.

• Manage and promote communication and cross-functional collaboration with Sales and Finance

• External communication with customers, ensuring trustful customer relations and Customer Satisfaction

• Use TPM methodology and Customer Value Pillar as tool-kits for continuous improvement as well as External Benchmark

Customer Relationship Management

Drive the Customer Relationship Management for their Customers:

• Supports to get to a robust Customer and Product data via right governance and alignment with Master Data experts

• Actively works to get one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.

• Uses and promotes usage of E2E customer information at any point of customer contact.

Coordinate customer Queries, Incidents, Claims and Disputes by:

• Managing the process of capturing customer queries.

• Monitoring and evaluating the resolution process, with involvement of relevant stakeholders.

• Tracking and recording common customer complaints, and proactively acting upon to achieve claims reduction.

• Manage proactive communication to Customer

Customer Collaboration & joint value creation

• Gains top management sponsorship

• Implements Joint Supply Chain Plan with Customers

• Facilitates links between the right people in both companies

• Forges strong personal relationships with key customers and supply management at all levels

• Detects opportunities and implements Supply Chain collaboration initiatives with Customers aiming at joint value creation

Management information Reporting

Provides clear and accurate information on Customer Service performance via:

• Managing the reporting of service level agreements, costs and KPIs (internally and externally) (ex: Case Fill Rate, Cost to Serve, OSA…)

• Joint Scorecard with Customers

• Ensuring there are clear metrics across all KPIs

• Ensuring Root Cause Failure Analysis on KPIs

Organization and People management

Actively drives a customer centric culture in the team and ensures cross-functional alignment.

Effectively organizes and manages a team of people by:

• Having right team members and roles in-place

• Driving an aligned and focused culture through clear performance targets and regular one-on-ones

• Implementing personal development programm including competencies development

• Lead and/or contributes to cross-functional projects on a need basis

• Actively shares with other OpCos and contributes to Global CS capabilities and CS community on an need basis

2) Critical Experiences and Competencies (Skills, Knowledge and Behaviors)

• At least 3 years of experiences in similar roles

• Base in HCMC

• Bachelor’s or Higher Degree in Business Administration or relevant fields

Skills

• Ability to effectively collaborate across functions

• Excellent negotiation & customer relationship management skills with evidence of being able to influence key decision makers within customers

• Strong project management skills

• Problem solving & presentation skills

• Interpersonal skills

• Strong proficiency in both written and spoken Vietnamese and English

• Strong proficiency in Data Analysis (Report, Dashboard, Excel, PowerBI, PowerApp)

Knowledge

• Strong E2E Supply Chain knowledge, Financial and Commercial understanding

• Experiences of working directly with Customers

• Knowledge of Order Management

• Knowledge of Delivery Process

Behaviors

• HEINEKEN Behaviors

• Learning Agility