Cargill CPN Europe Customer Services Lead in France
CPN Europe Customer Services Lead
Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.
This position leads ALL customer services activity across all businesses in Cargill Premix Nutrition Europe (currently 15 operations):
Denmark – 1 office
France - 5 plants
Greece – 1 office
Spain – 2 plants
UK – 2 plants
Ireland – 1 plant
Netherlands – 1 plant
Poland – 1 plant
Ukraine – 1 plant
You will be responsible for Customer Services, as per Supply Chain organisation blueprint. You will be the direct report for all Customer Services teams in each plant / country / region, and lead the activity within each team, and between the teams on a European level.
As this is a new role, a key component will be to forge a team identity within the Customer Services function, and create a structure of Service Management and Order Management that ultimately serves the business needs - this will need to be aligned with the Commercial Go-to-Market offering and the CAN Business Operations and Supply Chain (BOSC) blueprint.
Main objectives and tasks in this role are:
Build a high performing, sustainable customer services team to serve the Euorpean business
Understand and meet customer requirements and establish internal and external SLAs
Maintain good awareness of customer segment strategy and track long-term business targets, translating these into order fulfillment execution and optimize cost to serve
Be the internal advocate for customers
The team you build will be required to deliver the following services to our customers and to the business:
Build relationship with customers (understand their business, perform visits, ask for feedback)
Manage Customer Complaints (open, RCA, follow-up, return resolution to customers)
Understand customer satisfaction (survey, telephone calls)
Coordinate resolution of customer issues with internal departments
Provide inputs of market/customer/events to the demand planning process
Capture sales orders, entry on the system, and promise delivery date and volumes
Understand customer delivery requirements and communicate these through the order fulfillment flow
Perform order tracking / follow-up and proactively interface with other internal departments to manage OTIF and make sure that customers requirements are delivered
Communication with sales and customers (proactive and reactive), to inform status, negotiate/solve order fulfillment issues
Measure and report service level KPIs (with root cause analysis and action plans follow up).
Customer Service - OTIF
Customer service defect (OTIF) linked to Customer Services issues
Supply Chain costs (absolute and per tonne) on target by plant and for CPN Europe combined
Demand forecast accuracy.
Location is flexible within Region Europe (formal location will beSchiphol) - ideally based in one of the CPN Europe locations.
Graduate (or graduate-calibre), preferably in a Supply Chain related discipline
Must have demonstrable experience of leading a team within a blue-chip / FMCG supply chain function
Must have demonstrable experience of significant change management
SAP experience is preferred – especially within a customer services or planning environment.
Highly developed understanding of customer service management principles
Strong leadership to develop the team identity
Strong leadership to develop process excellence within the team
Demonstrated customer service capability to successfully partner with sourcing, production, planning, logistics, commercial teams, customers and other key stakeholders
High drive and energy level, and well developed analytical and communication skills
Conceptual strength to develop efficient work processes, training and execution
Able to translate complex data into easy-to-understand presentation
Strong stakeholder and change management skills are essential for this role, with the ability to communicate with people on different levels in the organization
Investigative mindset, creative thinking with a continuous improvement attitude
Ability to deal with complexity and to extract valuable information from background noise
SAP knowledge (highly desirable but not essential) – working knowledge of an industry-standard ERP is required
High level of literacy in Microsoft Office applications
Fluent in written and spoken English.
Job Supply Chain Management
Primary Location Netherlands-NH-Schiphol
Other Locations Spain, France, Poland, United Kingdom
Job Type Standard
Shift Day Job
Req ID: SCH02399