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Customer Service Development Manager
2 meses atrás
About Ferrero
Ferrero is a family-owned company with a truly modern and global vision, and home to iconic brands like Nutella, Tic Tac, Ferrero Rocher, Raffaello, Kinder Bueno, and Kinder Surprise. As our love for our brands continues to grow, so does our global reach. Represented in over 50 countries and with products sold in over 170, the Ferrero Group is loved by generations worldwide. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to create a business, careers, and brands we're proud of. Join us and be one of them.
About this role
The Customer Service Manager aims to develop growth strategies by service level with customers. This position is responsible for the plans alignment and implementation, seeking supply opportunities, as well as proposing improvements in delivery processes, seeking customer satisfaction and the growth of Ferrero.
Main responsibilities
Budget Management
- Monitor current vs planned results, supporting channel managers with relevant information to achieving sales objectives, helping to anticipate problems and mitigate risk.
Customer Service Administration
- Manage the team's operational activities (orders, complaints, contacts, etc.) through performance indicators (fulfillment, complaints, returns, etc.) to ensure a high level of customer service
- Ensure the implementation of processes and development plans to improve customer satisfaction
Cross-Departmental Relations
- Participate in relevant operational meetings to provide input, monitor and react to deviations in business plans (S&OP meetings, commercial committees, etc.)
- Lead projects within your area of responsibility, interacting with other departments (IT, BI, logistics, purchasing, etc.) aiming to implement what is necessary
- Construction of JBP plans with sales managers to guarantee and operationalize the defined strategies.
- Meeting with senior customer leadership to align and develop business.
Customer Development
- Monthly meetings with customer supply managers
- Construction of service level improvement plans together with Supply Chain Ferrero and the customer supply team
- Development of building blocks with sales managers to capture opportunities within S&OP
VMI
- Supply planning for customer warehouses with the VMI Tool,
- Manage MPDV delivery plans to customers at events
Team Management
- Act in accordance with the Group's references to recruit, manage, motivate, train and develop the team itself
- Effectively and efficiently manage your own team, defining and planning activities
- Ensure the professional development of its own resources, carrying out assessments and proposing training and other initiatives
- Maintain team motivation and high engagement.
