Benelux Customer Excellence Lead

Kraft Heinz

Amsterdam

On-site

EUR 90,000 - 130,000

Full time

14 days+

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Job summary

Kraft Heinz is seeking a Customer Service Manager BENELUX to lead and transform our customer service organization across BENELUX markets. The role focuses on service strategy, operational efficiency, and strong partnerships to make Kraft Heinz the supplier of choice in the region.

You will drive cross-functional collaboration with GCOE, GBS, and BENELUX teams, align service plans with strategic priorities, and manage order processing and data accuracy in SAP across multiple platforms.

Qualifications

Degree in logistics, supply chain management, business/finance, engineering.
Experience in IBP/S&OP environment.
5–7 years of working experience in supply chain / logistics / customer service or related field.
Business proficiency in English
Business proficiency in Dutch

Responsibilities

Develop a comprehensive customer service and collaboration strategy that aligns with KHC overall goals and objectives.
Collaborate with GCOE, GBS, and teams within BENELUX to ensure alignment on customer service strategies.
Identify main areas of opportunity and collaborate with IT and GCOE to implement solutions to streamline operations tied to our strategic priorities.
Drive a customer service mindset throughout the value chain, ensuring high levels of customer satisfaction, while managing order processing from multiple interfaces, for all channels.
Develop and implement a streamlined order processing workflow to reduce errors and increase efficiency.
Improve order management process for efficiencies, reducing order touches.
Collaborate with GBS OM and logistics teams to ensure timely and accurate order fulfillment.
Develop a comprehensive issue resolution process to ensure timely and effective resolution of customer complaints.
Ensure accurate master data management in SAP for smooth processing across multiple platforms.
Develop and maintain strong relationships with key customers to drive strategic partnerships.
Develop joint business plans with key customers to drive growth and improvement.
Collaborate with our sales team to ensure alignment on business objectives and strategies.
Develop a collaborative forecasting process with key customers to ensure accurate demand planning.
Develop a stakeholder communication program to ensure timely and effective communication with stakeholders.
Partner with Logistics and sales to embed logistics excellence into business strategy, unlocking growth and agility.