Job purpose :
Eliminate manual order processing from current operations in O2C cycle, through running the full agenda O2C automation.
Implementation of one of the big pillar of automation is EDI order and invoicing, already in place by all our OT customer, with further focus on next steps as Received Dispatch information.
This pillar also reducing daily workload through automatizing reports, queries and identifying solutions crafted for each issue.
Additionally to automation drive the scope and implementation of customer collaboration projects which imply tools / systems developments specific to the respective projects (e.
g. continuous improvement KPIs, reduce penalties, VMI, Cost to Serve calculation, negotiation for logistic discounts, custom projects with Customers etc.).
Coordinating and running all the above pillars, with focus on driving continuous improvement of the SL, O2C Processes, TAG survey action plans, specific CC project related by engaging all functions in order to obtain the direct outcome of the work and addressing the right point of interest of our customers.
Principal Accountabilities :
Customer Service Order to Delivery
Coordinate the internal enhancements in SAP with BIS team (EDI, Service Level reporting, etc.)
Improve Service Level reporting in BI as the ground requirement for Service level improvement;
Master customer service associate’s mission (process, tools, workload)
Is an expert on customers supply issues in orderto stand for PepsiCo CGVto bring Clients added valueto develop customized logistics organizations
Looks for constant improvement to add value to downstream supply chain as Cost2Serve
Customer Service Project management
Drive EDI development agenda to bring efficiencies in Cash flow, Oder Capturing and Order Management agenda;
Contribute to increase customer collaboration and engagement by initiating, developing and leading customer collaboration projects (eg : VMI, OSA, etc.)
Initiate, develop and lead customer service continuous improvement projects for a better efficiency of the ordering process and customer collaboration, acting as key contributor in AGS improvement action plan for OT customers
Support and implement business transformation projects impacting customer service
Take part in cross-functional projects in order to improve tools, process and organizations
Interaction with its internal environment
Optimize communication with commercial team to share needs, constraints and define common strategy
Take part in Internal Client Team Meeting
Ensure capability building during transformation, delivering trainings and ensure hyper care on newly tools and processes implemented
Take part with commercial team and customer service team in customer meetings as a logistics and project expert
Support and active participate to the organized meetings with clients on a regular basisTo review performanceTo set up supply chain optimization projectsTo negotiate prejudices get refund
Qualifications / Requirements
College Diploma required
Knowledge of several supply chain functions and deep knowledge and experience in Customer Collaboration / Service -
Previous experience in CS operational and customer collaboration project is needed;
Proven ability to work collaboratively with several other functions : ( finance, supply & demand planning, sales ), either through specific projects, strategy setting and operational aspects;
Proved knowledge of IT operating requirements ( SAP, EDI protocols, Database management systems, Office Suite, etc. );
Strong analytical skills;
Strong negotiation and influencings skills;
Moving easy within the matrix organization and comfortable around the higher senior management level.
Leadership and Individual Effectiveness / Key Behaviors
Change management skills as the Customer Collaboration is just starting a transformation journey towards a customer centric function and requires change of processes which will impact several functions within the business;
Project management experience;
Specific knowledge on EDI, SAP and collaboration tools;
Leverages understanding of key business drivers in own area to get results;
Well-developed interpersonal skills