Customer Service and Data Analytics Manager

PepsiCo

University Graduate in Logistics or Engineering
Excellent communication in English, both written and verbal.
5-7 years experience in customer service related roles in FMCG. Additional experience in other SC roles is an asset.
ERP systems knowledge in an asset (SAP, Oracle, Pepsell, WMS)
Advanced data analytics and data visualization skills
Customer facing (or management) experience
Advanced use of MS Office Programs (PowerPoint and Excel)
Service(OTIF) and OSA E2E route cause analysis knowledge both technically and in practice
Proficiency working with complex data sourced by Salesforce,CRM, B2B, or directly from customer
Project management. (OSA, OTIF, OTI,Cost To Serve, GTM, Transformation projects preferred)
Digital Experience is an asset -experience of building solutions digitally

Responsibility of service level reporting governance, root cause analysis and mitigation process. Establish and maintain intimate relationships with customers. Understand their strategy and expectations, SC business partnering accordingly to internal and external stakeholders for a joint value chain. Acts as the voice of the customer supply chain within PepsiCo. Ensures excellent and sustainable service is delivered to customers via continuous capability development in order to be the number one supplier in FMCG market.

Supply chain customer service data analytics:

• Owning company supply chain service data governance and leading improvement actions followingly.
• Data driven business development, stakeholder management (local and global) in order to ensure sustainable service excellence.
• Providing root cause analysis and ensuring action planning with internal supply/demand/logistics teams.
• Leading order fulfillment IT change management projects to support continuous excellence in service

Supply chain customer collaboration:

• Customer facing to E-com customers as first point of contact representing PepsiCo SC and ensure best in class customer satisfaction scores.
• Business partnering to internal (commercial and supply chain) and external (customer central SC, logistics) contacts.
• Developing and executing capability building agenda for joint SC with customers with E2E approach.
• Project managements: Collaborative forecasting, C2S efficiency, GTM transformation, digitalization,order automation (EDI, B2B, webservice).
• Contributing to supply chain digital transformation.