Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella, Tic Tac, Ferrero Rocher, Raffaello, Kinder Bueno and Kinder Surprise. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 40,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.
Diversity StatementFerrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.
About the Role:The role of Customer Relations Manager is responsible for the development of the function, including continuous improvement and delivery of customer service and high customer satisfaction. It drives the development of operations to deliver key service outcomes for our customers and is responsible for defining the roadmap to develop the Customer Service operations through systems, processes and people. The role manages the whole order to deliver cycle, the reverse logistics and claims within its scope.
Main Responsibilities:Understand internal targets and combine them with key customers efficiently, collecting the feedback from them
Prepare agenda of initiatives to satisfy key customer's needs
Provide daily customer management, process orders, allocate stock and release
Determine performance metrics and KPIs to be monitored
Perform gaps assessment and work on closing them, develop action plan
Manage relevant reports and status update, service level reports with deep root cause analysis
Manage quota for stock availability restrictions and assess reasons for short supply, coordinate recovery
Coordinate with carriers returns to warehouse, process claims and returns
Effectively communicate with customer current situation, gaps and initiatives
Analyze return trends and assess main drivers, report claim trends, number of orders etc.
Manage the returns and collect feedback from main stakeholders to solve collectively
Work with customers, sales and carriers to efficiently manage the process and activate process to proactively avoid future returns
Coordinate with 3PL providers, work with the customer and 3PL on efficiencies and cost reduction
Maintain and analyze cost to service data and participate in continuous improvement initiatives
Detect improvement areas and propose options for relevant improvements and cost saving
Who we are looking for:University degree in Supply Chain or related field
Professional experience in customer facing role, i.e. relationship management with a good knowledge of Australian FMCG
Strong understanding of end-to-end supply chain, and particular emphasis on forecast to delivery
High analytical capabilities with insight orientated reporting skills
Excellent interpersonal skills, strong stakeholder management, change and conflict management
Proactivity, accountability, resilience, dynamism, time management skills
Ability to work at a high pace with solid deliverables
Good team and people management skills
Excellent knowledge of MS Office and experience with SAP or other major ERP system
How to be successful in the role and at Ferrero:Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you'll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.
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