Customer Excellence Lead Benelux

About the role

The Customer Service Manager Benelux leads the customer service organisation to transform the customer experience through innovative service strategies, operational efficiency and collaborative partnerships, aiming to make Kraft Heinz the supplier of choice in Benelux markets. The role is accountable for the operational and collaborative customer teams and delivers service in line with customer expectations (OTIF, order lead time and customer KPIs).

Key responsibilities

• Strategy: develop a customer service and collaboration strategy aligned with Kraft Heinz's goals, work with GCOE, GBS and Benelux teams, and identify opportunities with IT and GCOE to streamline operations.
• Operations: drive a customer service mindset across the value chain, manage orders from multiple interfaces and channels, streamline order processing and reduce order touches, and improve order management.
• Order fulfilment: work with GBS OM and logistics teams for timely, accurate delivery, and build a complaint resolution process.
• Data: ensure accurate master data management in SAP.
• Partnerships: build relationships with key customers, co-develop joint business plans, forecast demand together with customers, and run a stakeholder communication programme.
• Reporting: align reporting and dashboards with global and IT teams, engage stakeholders, and analyse customer service metrics to find improvements.

Required profile

• Degree in logistics, supply chain management, business/finance, engineering or a related field.
• 5-7 years of experience in supply chain, logistics, customer service or a related field.
• Experience in an IBP/S&OP environment.
• Proven track record in project and change management, including supply chain and digital transformations.
• Fluent English and Dutch.

Required skills

• Good knowledge of MS Office.
• Innovative thinking, curiosity, accountability, collaboration and data and technology acumen.