From Home Apac Customer Services Jobs (NOW HIRING)

Regional Supply Chain Manager- Outbound [Location] Salary: [Optional]

What are we looking for?

• 10+ years of solid experience in Supply Chain or equivalent experience in both manufacturing and distribution in Multi-National FMCG companies
• Knowledge in supply chain customer service-related systems & processes
• Broad professional & business knowledge with a track record of success in Supply Chain cross-functional project management
• Advanced skills using Microsoft Excel for data analysis, experience using Supply Chain relevant system (i.e. SAP,1NV, OMS) is preferable, and experience of using office productivity software (such as Microsoft Outlook, PowerPoint etc.)
• Proven experience in project management and continuous improvement management
• Good logical thinking with problem solving mindset of complex systems & challenges
• Strict attention to details and Growth mindset with "Can Do" attitude
• Excellent verbal and written communication skills in English
• International experience in Supply Chain advantageous

What will be your key responsibilities?

Lead APAC Customer Supply Chain Strategy framework

Identify relevant Royal Canin Supply Chain Customer Segmentation, based on common customer requirements and characteristics and RTM specificities, Including D2C, B2B Retail, B2B VET, B2B PRO and B2B other large accounts (such as Pure Players and Distributors).

Establish and deploy a standard to define Customer Service Level Agreements based on a Cost-to-Service strategy aligned with business and Finance

Govern the deployment of Customer Service Target Operating Model (CS TOM) from SC side in the clusters/markets along the deployment of EOS

Deploy the global standard Org Design/Processes/Tools required to support the differentiated Supply Chain strategies and ensure the inputs of region/markets requirements and specificities are addressed. This might include different planning modes, Order Management System (OMS) tools, various order capture & fulfillment methods.

Embed cost-to-serve tracking in reporting tools and ways-of-working

Lead Customer Experience (CX) Strategy

Co-design/deploy Customer service ecosystem (People/Process/System) to ensure a seamless CX throughout the order to cash process and throughout Customer service interactions.

Co-design/deploy ecosystem to capture, track & improve Customer satisfaction on Services

Benchmark internally and externally against competition and Industry reference

Lead regional transformation roadmap and projects

Align the strategy in our End-to-End (E2E) SC organization across APAC Markets. Define with markets the deployment roadmap and support the transformation.

Accelerate transformation in Supply Chain to develop together our D2C and B2C capabilities

Lead and manage the project of global/regional game-changing work streams

Lead the deployment of transformation projects in the region (i.e. Cost to Serve, Voice of Customer, OMS, CRM etc.)

Influence the system architecture roadmap, Including the EOS program

Influence the design of OTC process and tools to align it with our vision of Customer Service & best-In-class order fulfillment

Incorporate key service features such as automation, ATP, track& trace, self-service

Ensure the regional requirements input with the harmonized Customer Order Management processes across APAC market where it's feasible

Performance Management and Regional Community of Practice (COP)

Ensure the regional governance on Customer Service performance and Lead COP of APAC Customer Service

Monitor CS performance and initiate study, analysis and diagnosis for continuous improvement of performance, process and system & tools

Act as Functional Expert on tools related to Customer Service performance

What can you expect from Mars?

Work with diverse and talented Associates, all guided by The Five Principles. Join a purpose driven company, where we are striving to build the world we want tomorrow, today. A strong focus on learning and development support from day one, including access to our in-house Mars University. An industry competitive salary and benefits package, including company bonus. Find out more about what Mars can offer you by visiting our Global Careers site.