Main Responsibilities: 

Customer Service Strategy & Customer Relationship

Ensure Customer Relationship Management: Build business relationships with top Customers (Key Accounts)

Develop efficient cross functional relationships: Finance, Brands, Commercial, IT, Logistics & Planning

Lead the fulfillment of DTC (direct-to-consumer) channels – Brick-and-Mortar stores and Online

Ensure proper service level and customer satisfaction to all business channels (On Time, In Full, NPS, etc).

Collaborate with Logistics, Planning and Regulatory functions to harmonize service performance.

Balance Service Level vs. Cost Optimization, understanding Warehousing & Freight impacts.

Propose process improvements and lead implementation initiatives, engaging cross-functional teams and defining clear deadlines.

Business Execution – Order To Cash

Lead order to cash execution functions: Order Entry & Tracking, Scheduling, Deliveries and Returns

Ensure direct-to-consumer channels replenishment and inventory health (FSS & Brandsites)

Lead the local Customer Service team through performance management, talent planning, and people development

KPI's & Dashboards management (Order Cycle, Returns, Billing, Order Offenders, Fill Rate, On Time, etc)

Lead a Productivity Transformation through automation opportunities (EDI, SAP, PowerBI, Power Automate)

Understand processes vulnerabilities and evolve them through root cause analyses and enhancement implementations

Monitor market for best practices in the area, propose and execute improvement projects

Research and implement Sustainability improvements in the Operations with Customers

Provide weekly updates on the status and fill rate of B2B sales orders identifying risks and opportunities.

Coordinate with the Distribution Center to define the optimal timing for order fulfillment.

Mitigate order shortages and manage priorities in collaboration with the Distribution Center and Import teams.

Technical Knowledge:

Experience of leadership experience in Customer Service;

Preferably with experience in the retail area;

Advanced Excel;

Knowledge of Power BI, SAP, EDI, and Microsoft applications (SharePoint, Power Automate, etc.);

Advanced English.

Skills:

Analytical profile, attention to detail, sense of urgency, strong interpersonal skills, dynamism, resilience, ownership mindset, deadline-oriented.