Global Leader Customer Facing Supply Chain Excellence

Supply Chain Nonthaburi, Thailand

Description

The Global Leader CFSC Excellence owns process and performance improvement for Group and Country CFSC teams globally (for both internal and external customers). The scope includes Order to Cash and Customer Collaboration. Provides functional expertise in how to drive improvements and technical expertise in where to look and how to implement. Delivers strategic and tactical direction to all Countries and partnership with other functions.
Responsible for CFSC performance improvement projects, process improvement projects and the systems / tools roadmap for CFSC.

Tasks and responsibilities include :

CFSC Excellence Framework & Roll Out

  • Create and implement a framework to deliver Excellence within all CFSC processes in
    every Country and Group team
  • Act as a Change Agent, promoting the vision and the path to CFSC Excellence.
  • Act as a SME (Subject Matter Expert) in CFSC topics and facilitate step change and continuous improvement in CFSC processes and performance
  • Identify the business needs and translate this into the appropriate CFSC ways of working, then ensure all teams are moving in this direction
  • Develop a future roadmap of best practices, innovations, systems and processes to support and ensure this roadmap is aligned with key stakeholders and partners
  • Responsible for CFSC improvement projects and the delivery of expected business benefits
  • Identify the appropriate performance metrics and support Countries to improve their performance and connect the dots between their work and business performance
  • Drives and monitors performance in the Countries. Intervenes and provides support where needed. Shares good practices between Countries and runs performance improvement projects to close gaps
  • Leads the global expert networks of O2C, Customer Collaboration, internal customer support
  • Ensures data-driven and customer centric performance measurement through robust KPIs and benchmarking to identify where performance improvement is needed and then supports this (either directly or by finding an expert resource)

Country / Group CFSC Team Support

  • Directly leads improvement projects with country & group teams, or oversees projects being run directly by Countries
  • Supports Country teams in their day to day work to identify training / coaching needs and helping each team to improve
  • Delivers formal training / informal coaching and identifies any training requiring outside support
  • Builds a network of experts in the Countries which can help to drive performance improvement
  • Identifies the different needs of the (external facing) Country teams and the (internal facing) Group teams and develops specific support for each

Systems & Process Improvement / Standardisation

  • Drives process improvement and focussed on creating standard processes across all Countries
  • Owns the systems / tools roadmap for CFSC and aligns this with Supply Chain Excellence
  • Partners with SC Excellence and ICT to plan and execute systems / tools implementation
  • Builds and rolls out simple improvement tools / reports

Are we looking for you?

  • Experienced (average of 6-8 years) in Customer Service or similar roles in agri input industry, pharma or consumer goods industries
  • Higher education or qualifications in agriculture, business administration or related field
  • Previous experience in driving improvement projects / implementing new systems / tools
  • Expert in Customer Service best practices / processes and preferably a solid knowledge of process improvement methodology and problem-solving tools
  • Expert in Customer Service related systems and experience in their implementation, roll out and training
  • Business insight: strong understanding of the wider business, industry and market dynamics. Is able to apply this knowledge into strategy development and spot potential opportunities/risks
  • Strong coaching aptitude, matched with technical know how - knows what to do and knows how to
    help others get there

Apply now