Head of Customer Service / Secondary Distribution

Description The Head of Customer Service/ Secondary Distribution is responsible for developing and implementing strategies to enhance customer satisfaction, harmonize and streamline processes & systems, optimize cost to serve and foster a customer-centric culture within the organization.Key Responsibilities Develop and execute a comprehensive group Customer Service / Secondary Distribution strategy under Global Supply Chain, aligned with company goals and objectivesIdentify opportunities for process improvements and cost optimization within the supply chain.Identify, streamline & harmonize Customer Service/Secondary Distribution processes across regions & markets to ensure overall efficiency and effectiveness.Implement best practices to enhance the overall customer experience. This include the supply chain piece of the Order to Cash process, from order management to customer deliveries.Develop and manage effective cost-to-serve management and initiatives under Customer Service/secondary DistributionDefine, own and monitor global key performance indicators (KPIs) related to customer service / secondary distribution and supply chain performance.Act as global business owner of global systems under Customer Service/Distribution area. Leverage global solutions to enhance customer service & distribution operations, such as order management tools, transport management tools and communication platforms.Define & own as a global business owner requirements for standard pack of communication messages toward customers (then provided by IT group as per EDI messages)Identify potential risks and challenges associated with Customer Service & Secondary Distribution, such as distribution & customer service constraints (practices, processes, routes…).Develop contingency plans and implement risk mitigation strategies and Business Continuity Plans to minimize disruptions and ensure continuity of service.Skills & Qualifications Degree level education (Commercial education, e.g., business, economics, administration preferable but flexible)Customer service experience in supply chain in EssentialSolid background in Supply chain from order taking to deliveryExperience in International/ Global scope preferableContinuous improvement mindsetConsumer/ pharma Industry experience (preferably).What we offer in returnYou will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.You will receive a competitive compensation package with bonus structure and extended benefit packageYou will be able to work in a hybrid work cultureYou will participate in feedback Loops, during which a personalized career path will be establishedYou will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability