Customer Service and Logistics Manager

Responsible for the Supply Chain from the service partners to the end customers on a national basis while providing the customers one single point of contact for all topics concerning finished goods and/or visibility items. Plan and manage the logistic capacities and related resources required for these material flows and reporting duties of all processes related to the distribution of products with full visibility and traceability. 

Pro-actively engage key customers, in conjunction with the sales organization, to establish and maintain best in class customer collaboration programs that requires knowledge of customer’s practices, needs and strategies as they relate to forecasting, customer ordering processes, stock levels in the trade and/or customer profitability management. 

Guarantee top quality of our products that reflects the premium brand of Red Bull along the supply chain and compliance with the local regulations related to food safety, consumer protection and any other relevant regulation for the RB business.

Regularly review logistical network based on business development to ensure planned sales can be executed without constraints. Responsible to build and intensify the relationship with the planning department that ensure proper collaboration and business insights when it comes to logistical capacity planning.

Lead and oversee the relationship with distribution and logistics partners, ensuring operational excellence, cost efficiency, service level performance, and continuous alignment with business objectives. Drive accountability across the distribution network while identifying opportunities to improve execution, optimize logistics flows, and enhance overall supply chain effectiveness. 

Standardize and streamline processes according to global standards making sure that the department works with transparent, efficient and effective processes.

Constantly review areas of your department and provide solutions for improvement of processes, structure and enhanced ways of working according to ever changing business requirements.

Act as a catalyst for continuous improvement by identifying and implementing industry best practices, innovative solutions, and benchmark processes that drive operational efficiency, scalability, and business performance. Foster a culture of excellence and continuous development, challenging existing ways of working and leading initiatives that elevate the team, capabilities, and supply chain organization to the next level.

Lead, develop and maintain a top-quality Logistics & Customer Service Team.

ORDER TO CASH PROCESS FOR FINISHED GOODS AND VISIBILITY ITEMS

• Control and set up procedures in terms of managing orders, credit notes, penalties and trade allowance. 
• Optimize the process through standardization and automatization of related workflows within SAP or other IT tools.
• Maximize customer order fulfillment. 

LOGISTICS AND QUALITY RELATED ACTIVITIES

• 3PL Management and keep in permanent contact with all service providers in terms of SLA’s, contractual obligations and KPI’s. Alignment with Purchasing for supplier compliance. 
• Responsible for logistic budget planning, efficient use of the resource and logistic costs monitoring. Implement cost saving programs.
• Initiate and participate in logistics tenders and benchmark activities.
• Ensure and retain the right balance between service levels of Red Bull partners and related costs incurred.
• Ensure accuracy of stocks and product age with regular stock reconciliations.
• Pallet management.
• Field samples management as per RBHQ guideline.
• Overall customer support in addressing new requirements related to quality certificates.
• Act as first point of contact towards the customers, for all issues related to the order to deliver process
• Ensure compliance to the Red Bull quality standards for all POS/VISIT and finished products (temperatures, humidity, warning & blocking guidelines, ….).
• Ensure product is handled during the full Supply Chain under local control in line with Global Quality standard (traceability, transport and storage). 

PROCESSES, SYSTEMS AND MISCELLANEOUS

• Make sure to deliver month end closure processing.
• Support in providing required documentation and reporting during Internal and External Audits (Inventories, Orders, Invoices, …).
• Maintain Systems and Database integrity.
• Document and updated of local processes.
• Usage of standard reporting. Recommend improvements in current reporting. Standardize local specific reporting. Recommend improvement based on the reporting.
• Apply professional Project management and install continuous process improvement cycle. 

MANAGEMENT OF THE TEAM

• Direct management of the day to day logistic planning and execution, dealing with any logistics and customer service queries in a timely and professional manner.
• Ensure that Customer Service organization is in line with objectives, propose and implement changes.
• General administration of the team through team leadership and being able as well to stand in for all team roles if required.
• Set up of target setting and review of performance.
• Create a team spirit and a positive and service oriented working atmosphere.
• Ensure proper development plans for all the team members and nurture for succession preparation. 

• Master degree in industrial management engineering, business administration or equivalent.
• Minimum 5 years’ experience in Operations, Planning, Logistics and Customer Service disciplines in a multinational environment.
• Deep understanding of the logistics market and its players with the ability to effectively leverage previous work experience in managing multiple logistics providers.
• Self-motivated individual who can manage direct reports and foster individual performance.
• Strong negotiation skills.
• Strong project management skills with full appreciation of the ‘big picture’, without losing sight of the detail and with the commitment to deliver quality results.
• Strong team player; driven, ambitious whilst ‘inclusive’ in approach.
• Process oriented with a holistic view of processes and experience in change management projects.
• Relationship builder with excellent communication and interpersonal skills.
• Solution, Quality and Service oriented. 
• Proven ability to run analysis from multiple sources, providing reliable and valuable outputs. 
• An entrepreneurial “can do” attitude facilitated by continuous improvement and application of appropriate “best practices”.
• Good skills in all MS products (Excel, Word, Power Point) is a must, Power apps, Power BI, SQL and IA tools are a plus.
• Knowledge of SAP 4HANNA, SAC, SAP BI and ODOO is a plus.