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Head of Customer Service Development

Indonesia Commercial: Field Sales 27/06/2024 95877

Are you looking for new challenges and personal growth within Coca-Cola Europacific Partners? Then we have a great opportunity for you.

 

 

Head of Customer Services Development is the owner of the customer service development capability in CCEP Indonesia. This role includes: A) Long-term collaboration with customers by defining service objectives in line with customer’s and CCEP's strategy. B) Enabling E2E visibility on the OTC process to drive E2E accountability over service improvements. C) Driving continuous improvement processes and Customer Service transformation. D) Acting as the key contact to coordinate central guidance from the CCEP Customer Service CoE.

Key Responsibilities

     Customer Services Continuous Improvement:

  • Lead to ensure E2E visibility alongside the full Order To Cash process and drive cross-functional alignment and E2E over the service improvements.
  • Responsible for enabling objective evaluation and decision making to balance target conflicts across functions, to ensure high service quality towards the customer.
  • Accountable for developing a suitable approach to receive continuous and meaningful customer feedback on CCEPs Service performance and identify opportunities (Voice of the Customer Approach)
  • Manage operational excellence through implementation of key cross-departmental projects and operational changes with objective of continuous improvement (efficiency & effectiveness).
  • Act as the key contact to build a strong and robust relationships within CCEP, share best practices, ensure CCEP Service framework alignment, and implement central guidance.
  • Steward for Service level calculation and accountable for service root cause analysis in alignment with CCEP WoW
  • Enable independent support of change projects in Customer Service (organization / process/ digital tools) and support and advice managers in relation to change management.
  • SME lead of Process Management to support, from the business perspective, the proper functioning of the key OTC tools and further development and expansion (e.g. EDI messages, IVR system, CRM tool, SAP S/4 HANA etc.)

         Customer Collaboration:

  • Lead to establish strategic collaboration processes with customers and develop scenarios to support them by ensuring CCEP supply chain strategic goals (following a Customer Service Catalogue)
  • Head of segmented Customer Service catalogue guardianship and local implementation in alignment with Customer Service central guidance
  • Accountable for Customer Service Value Creation: Set the base for a sustainable, reliable, and trusted partnership with customers. Manage efficiency agreements through SLA/KPI definition, targets, and validation.

        Central Guidance for Customer Services Strategy

  • Lead to establish strategic collaboration process with customers and develop scenarios to support them by ensuring CCEP Supply Chain strategic goals (following a Customer Service Catalogue)
  • Head of segmented Customer Service catalogue guardianship and local implementation in alignment with Customer Service central guidance

Qualifications

  • Bachelor's degree in Business Management, Supply Chain Management, Marketing or related field
  • 8 - 10 years working experiences, on the area of Logistics / Customer Service / Commercial preferable in FMCG Industry
  • Extensive knowledge on Customer Service. Segmentation and Customer Service Value Creation  
  • Proven ability to define and deliver performance improvement initiatives.
  • Fluent in English
  • Experience with works council necessary

 

We are Coca-Cola Europacific Partners (CCEP) – a dedicated team of 42,000 people, serving customers in 31 countries, who work together to make, move and sell some of the world’s most loved drinks.

We are a global business and one of the leading consumer goods companies in the world. We help our 2.1 million customers grow, and we are constantly investing in exciting new products, innovative technologies and fresh ideas. This helps us to delight the 600 million people who enjoy our drinks every day.
 

 

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