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Customer Excellence Lead (Freelance)

Posted May 27, 2021
Project ID: PHILJP00023252
7 months
(Jun 1, 2021 - Dec 31, 2021)
40 hrs/week
Payrate range
61 - 88 €/hr


- Define, live and spread the Customer Excellence Culture in Supply Chain

- Own the Global OTIF (cOTTR / Fill rate) KPI

- Drive team of customer collaboration managers in the markets to ensure we collectively deliver on our customer excellence/fill-rate ambitions

- Own the framework that defines the Supply Chain service per customer segment

- Own the Customer Excellence Roadmap

- Own the on-time completion and realized ROI (performance / cost) of defined projects

Key areas of responsibility

- Responsible for strategic direction of customer excellence in the Supply Chain

- Own the framework that defines the Supply Chain service offering per customer segment and manage and monitor adherence to it

- Take full ownership of the global OTIF (cOTTR / Fill rate), including reporting on progress globally to higher management, alignment with key contributors and coordinating improvements to reach the required target level.

- Closely connect with relevant roles in the end2end supply chain impacting service levels, such markets, business, Supply Centers and Order Managers.

- Make OTIF (Fill Rate, cOTTR) reporting available (incl slide- and dice opportunities) for all stakeholders involved in fill rate performance

- Define, live and spread a Customer Excellence Culture in Supply Chain (guiding principles for behavior) for all SC employees to put customer first

- Helps structure the logistics rebate definition as part of the commercial policy and ensure implementation across all customer segments.

- Drives performance through the application of continuous improvement by applying LEAN and problem-solving approach.

Knowledge & critical experiences

- Master's degree

  • 10 years of Supply Chain related experience
  • Experience in an operational Supply Chain Management role with strong and close connection to customer
  • Project Management experience, strong track record of implemented projects with realized ROI

Required competences

- Lean : CI Practitioner

- Customer first mindset

- General Project Management basics

- Strong communicator and negotiator

- Quality always mindset

- Business Performance Management

- Experience in Integrated Supply Chain Management

- Knowledge of End2end Supply Chain process, including understanding of S&OP, S&OE and order management

- Logistics Management

- Analytically strong, able to balance cost vs benefit

- Data savvy

- Ability to build strategic business plans

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