Customer Collaboration Agent

The Customer Collaboration Agent is a customer-facing role, focused on customer collaboration, customer relationship management, and process excellence. The purpose of this role is to drive stronger KPI performance (VF, OTIF, FCA, Cost), increase customer centricity thinking and execution, mirroring our commercial organizations, and to increase focus using analytics and data. The Customer Collaboration Agent provides an accurate forecast of demand for selected accounts, driving collaboration with our Commercial team, Net Rev team, and Customer contacts. In addition, the role involves supporting the wider team using data and analysis to guide the Customer Collaboration team to make the right choices and decisions regarding future forecasts for specific customers. In summary, the role’s purpose is to:

• Strive for maximum customer satisfaction and collaboration
• Ensure that customers’ needs are understood
• Drive KPI performance
• Ensure efficient and effective capturing and processing of customer orders and deliveries indirectly driving performance in our Order Management team
• Deliver excellent customer service against low possible costs

You will work closely with the Customer Collaboration Manager and Sales to define customer needs, with Planning, Logistics, and 3PL’s to ensure orders are fulfilled against optimal cost efficiency. You will perform root cause analysis on issues that are preventing the smooth flow of orders within the systems. You are a key contributor to ensuring customer satisfaction. The Customer Service Specialist role is reporting into the Customer Collaboration Manager. You will respect and be a ‘role-model’ for our Values.

Responsibilities

• First point of contact for our customer’s Supply Chain teams
• Managing own set of KPI’s such as service level and forecast accuracy
• Problem Solving by Root Cause Analysis (Lean management)
• Preparation and (co-)execution of customer visits
• Short term demand planning
• Will be in close collaboration with Inventory, Order Management, and 3PL manager to ensure orders are fulfilled
• Capture an optimum balance between Service and Supply Chain costs
• Handling of customer complaints
• Stock allocation in case of limited availability
• Dealing with the issues arising from non-availability of stock
• Interact with our planning, logistics, and Sales Team to ensure all parties have the required information to effectively manage their part of the total supply chain
• Treat customer complaints in an effective way, ensure thorough follow-up of returns and refusals and proactively search the most adequate solution for the customer
• Service and cost to serve analysis for defined customers
• Expert knowledge of customer e.g. order patterns, preferences, customer characteristics
• Involvement in execution of customer-specific projects
• Checks to ensure adherence to PepsiCo policy
• Drive continuous improvement on customer satisfaction and cost efficiency

Qualifications

• Bachelor degree (e.g. logistics, administration, international commerce), HBO or equivalent
• 1-3 years customer service experience
• Experience in a fast-moving environment (preferred but not mandatory)
• Strong eye for detail and are able to see connections in data, events, and trends
• Very good planning & organization skills and can manage priorities and deadlines
• Excellent communication skills and ability to interact with different people and parties in a professional way
• Highly customer-focused with a positive ‘can-do’ attitude
• Proven track record of problem-solving mindset and skills
• Result-driven, enthusiastic and have a high energy level
• Team player and able to work in an autonomous and challenging work environment
• IT literate (Outlook, Word, Excel), SAP would be a plus
• Good knowledge of the English language
• Fluent in Dutch
• Analytical skills