Customer Collaboration Supervisor

Who We Are

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, were the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSONS® and BAND-AID® that you already know and love. Science is our passion; care is our talent. Our global team is made up with 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage - and have brilliant opportunities waiting for you! Join us in shaping our future-and yours.

What You Will Do

The Customer Collaboration Supervisor will be the liaison between the local Commercial team and the Customer Service team. The role will encompass strong collaboration with our Commercial, Demand Planning, Supply Operations and transport lead and their equivalents at the customer to ensure that all Supply Chain metrics are met within targets. This person will be responsible for connecting with key customers (Key Accounts) to drive the operational Supply Chain relationship through collaborative working with one or more key customers on all Supply Chain matters. This person will take the lead on optimizing processes on (1) customer master data, (2) complaints / questions and (3) stock management.

Key Responsibilities

• Be the primary point for Customer Collaboration activities with main focus an VIP customer Mass or OTC. Operational questions regarding order process etc. belongs to the Customer Collaboration Specialist / Prague Customer Service Specialist role.

• Strong cooperation with local Sales OPS team to further develop the Mobile In Touch / Academy + system roll outs.

• Strong collaboration with Commercial / Customer Shopper / Scrum-Team, to optimize NTS.

• Operationally support Prague Customer Service Shared Service Center in case of crisis.

Support on Customers / Key Accounts:

• Responsible for collaborative activities including account planning & support, major account support, and customer visits.
• Prepare regular meetings with customers as necessary to accomplish objectives.
• Provide specialized services to key customer accounts
• Responsible for key account customized dashboards and reports.
• Monitor customer usage of web portal(s) and other technologies to place orders.
• Engage local customers to assess needs and enhance customer relationships
• Become an expert in retailer intranet sites, utilizing data to maximize OTIF@D/ NTS and proactively share insights with key customer (e.g. Delhaize, Kruidvat, Albert Heijn, Etos, Febelco, Multipharm, e-com customer). Also use this data to sense check accuracy of forward forecast.

Drive performance & supply targets

• Ensure Kenvue service level targets (internal & with the customer) for inbound service are consistently met or exceeded
• Contribute to the overall performance of the SC team through customer insights and managing stock. Challenge any behaviors likely to cause service issues.
• Build and implement aligned corrective action plans from OTIF@D reason coding analysis
• Identify and lead strategic projects where deployment is <6 months.
• Develop and track performance against, a Joint Supply Chain Plan that supports the Commercial agenda.

Internal processes:

Stock management

• Act as escalation (SPOC) within the customer & Field Sales Force for (back) order management & expired product issues
• Understand and communicate OOS risks to customer & Field Sales Force and assist with stock in trade management during restricted supply situations. Ensure aligned communication to the customer & external stakeholders on availability issues.
• Active participation in weekly S&OE meetings by flagging potential stock risks, delivery & capacity issues, follow on brilliant execution of presales deliveries and fix recurring root causes impacting service level.
• Support and collaborate with customer to ensure that seasonal, promotional, NPD and other events are executed seamlessly.
• Leading allocation process (SAP System) based on decision from Commercial and DP (OTC & Mass. Lead backorder OTC process, by optimizing service and cost elements (warehouse & transportation).
• Drive collaborative base and event forecasting process with customers to eliminate OOS due to NPD & promotional forecasting errors.
• Use learnings to improve forecast accuracy going forward.
• Analyse order outbound data (BW) to actively provide CIP proposals and drive order change behaviour
• Customer master data:
• Ensure customer master data is robust and timely, thus minimizing / eliminating service misses and reducing delivery costs / ordering complexity. Customer master responsibility stays with Commercial -> MDGSC changes done by Prague Customer Service team
• Complains & Questions:
• Build and implement aligned corrective action plans to reduce number of complaints and to improve service level.
• Lead the service after order taking by solving wrong discounts and deliveries.

Education:

• University bachelors degree or equivalent

Experience:

• 4-6 years relevant experience

Knowledge, Skills and capabilities:

• Customer centric mind-set

• Understanding of the end-to-end supply chain

• Technical skills: MS Office, SAP, BW

• Office skills: Standard office telephone, Email, Outlook

• Professional skills: Ability to make quick decisions. Perform efficiently and effectively

Deal with multi-source of information Demonstrate proficiency in written and oral communications.

Location of Role: Belgium office Antwerp

Language Requirements: Dutch and/or French (must) + English