SUPPLY CHAIN (Customer Delivery Experience)

Responsibilities :

Identification of opportunities to better serve our customers to unlock growth, assess Customers segmentation and Process capabilitiesIdentify the dissatisfaction & satisfaction drivers from the customer satisfaction surveys and any other feedbacks available, drill down to root causes and prescribe / monitor improvement plans.Identify small signals from Customers, analyze them and implement preventive solutions.Ensure that complaints are resolved effectively and without delay to increase customer satisfaction. Secure effective Quality processes and methodological approach to resolve in a sustainable manner customer’s escalation.Design, manage and negotiate with Sales & Marketing the logistic offer to the distributed markets in order to create value for our segmented CustomersDevelop our business through Tailored Customer Process Capabilities and Commercial Logistic Offer initiatives.Develop accurate and adapted measures of the performance truly aligned with Customer’s experienceAnimate the performance around ECE Metrics (Ship to request / Overdue Backlog / Ship to schedule / End to End lead time), and design tier 2 metrics to support us in creating a differentiation for the profitability of our businessLead Kaizen events / Extended Value stream mapping to drive continuous improvements. This role is End to End.Help animate and drive collaboratively the performance measured towards our customersSupport Processes improvements / Standard operating Work and development of Analytical tools to help reinforce our abilities to perform.Lead, Train and support business users ensuring adoption of solutions

What your background should look like :

Master degree15+ years of experience in Customer Service or Supply chain roles – preferably operational and functional track records / Quality Management / Lean Manufacturing / End to End Planning / Supply Chain Planning / Transformation / Customer Relationship Management / Customer Delivery Experience / Logistics10+ years in Leadership driving Cross Cultural teamsAbilities to drive Projects End to End, with track record of achieving results and abilities to drive effective change managementHigh proficiency in Order Management - Material Management – Demand / Supply Planning & SnOP a Plus – Customer Experience a must – Manufacturing Planning a Plus – Procurement / Sourcing a PlusStrong Analytical & continuous improvements Skills (problem solver) as well as good understanding of data analytics capabilitiesKnowledge of SAP a must SD / MM / PU modules, IBP or equivalent planning tools a plusStrong people & organizational leadership skills: Reliable; Change agent; People oriented; Approachable, Great team playerHighly customer centric orientedExcellent oral and written communication skills, both in 1-to-1 situations and group settings (X-cultural understanding)Ability to prioritize very well and maintain appropriate balance in a fast-paced, heavy-workload environmentLanguage skills: Excellent English (verbal / written) required, Spanish a Plus, Chinese a PlusAbility to influence and convince (Strategic)