Customer Service & Supply Chain Assistant

Position

Customer Service & Supply Chain Assistant

Key Responsibilities

Order processing and customer service:

• Process orders of BeNeLux markets customers in timely manner. Verify stock availability and ensure SKU codes are correct. Find suitable substitutions when necessary for discrepancies. Confirm delivery dates, order composition, and quantities with the customer/ salesrep.
• Collaborate closely with customers, transportation partners, 3PL warehouse team, MHCS team, salesrep, and any other involved parties to coordinate preparation and shipments effectively. Ensure that all logistical arrangements are made to facilitate full and on-time delivery.
• Inform relevant Sales Managers promptly of any issues arising with customers or shipments. Maintain open lines of communication to address potential delays or concerns swiftly.
• Handle Customer Claims : Act as the primary point of contact for resolving customer claims related to supply chain issues, investigating root causes, implementing corrective actions, and maintaining customer satisfaction.
• Formalize Knowledge and Documentation : Lead the initiative to formalize and document customer service and supply chain processes, procedures, and best practices. Develop comprehensive documentation to standardize workflows, improve efficiency, and facilitate knowledge transfer within the organization.
• 3PL Management : Oversee and manage relationships with third-party logistics providers, ensuring adherence to service level agreements (SLAs), resolving any issues promptly and continuously seek opportunities for optimization and cost-efficiency.
• Return management . Manage the return procedure by guiding customers /colleagues through the return process, ensuring all necessary documentation is completed, and coordinating with the involved parties (transport & warehouse 3PL).

POSM Management - Allocation and Loods Management:

• Consolidate monthly POSM orders placed by the brand team in PPPstore, creating a master sheet detailing all orders and associated budgets.
• Track POSM received in Recy monthly, identifying discrepancies against ordered stock, and updating the master sheet accordingly.
• Manage POSM orders from the sales team to customers from Recy, preparing monthly updates to track POSM, customer allocation, and marketing investment per customer.
• Monitor POSM stock levels and report low stock situations to the marketing team monthly for SKUs below a predefined threshold.

Product Information Management:

• Serve as a gatekeeper to coordinate FGs and POSM information gathering from relevant stakeholders.
• Ensure accurate and timely completion of logistical information for new products, including price updates in SAP, GS1 compliance, and documentation for key accounts.
• Estimate phase-in timelines for new vintages and communicate them to the sales team.
• Tailor information for new products and limited editions for on-trade and off-trade customers.

Qualifications

• Bachelor’s degree in supply chain management, Logistics, or related field.
• Advanced user of Office pack.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and external partners.
• Proven track record of driving process improvements and implementing best practices within supply chain operations.
• Experience with supply chain software and tools, such as ERP systems, and demand planning software.
Right to work in the Netherlands.