Global Customer Service Lead

Job Description
Job Description Summary
The Global Customer Service Lead plays a crucial role in designing and implementing global strategies for all customer excellence back-office processes, encompassing the entire order-to-cash activities. This role holds accountability for enhancing perfect order rates and reducing the workload associated with low value-added activities. The objective is to identify and eliminate constraints, streamline order validation and management processes, while maintaining a balance betweenspeed and control. Furthermore, optimizing allocation to align the expectations of operations, commercial teams, and customers is a key focus area.
To achieve these goals, the Global Customer Service Lead is responsible for implementing and maintaining best practices for customer service, including processes, systems, and projects. As a part of customer service activities are outsourced, this function also provides support and co-management of Global Business Services (GBS) activities, addressing and resolving structural issues as they arise.
The role necessitates strategic thinking, problem-solving capabilities, and the ability to influence diverse external partners, cross-functional teams, and their leaders. Moreover, the Global Customer Service brings critical business expertise to enhance the overall customer service experience. They lead the process design, system configuration, and deployment efforts, ensuring efficient and effective customer service operations, ultimately enhancing customer satisfaction and driving operational excellence throughout the order-to-cash cycle.
Job Description
- Lead and coordinate Order-to-Cash process and system design.
- Set global customer service strategies for Kraft Heinz.
- Collaborate with cross-functional teams to improve order management process efficiency and reduce logistics costs.
- Build customer loyalty and support growth through exceptional service.
- Establish collaborative value creation initiatives for back-office activities.
- Co-manage Global Business Services performance and handle escalations.
- Implement frameworks for continuous improvement of customer experience.
- Develop a digital roadmap to enhance Order-to-Cash process.
- Design, implement, and govern process improvements using Log.os.
- Manage KPI target setting and ongoing performance tracking.
- Implement projects involving multiple units and markets, engaging senior leadership.
- Maintain deep understanding of Kraft Heinz processes and translate requirements into system capabilities.
- Talent development and key user for customer service
Required Experience:
- Extensive experience in order management, customer service, or related roles. - Advanced understanding of digital technologies and their application in enhancing customer service and operational efficiency.
- Exceptional customer service orientation with a focus on building and maintaining customer loyalty.
- Excellent communication and interpersonal skills to collaborate effectively across different teams and levels of the organization.
- Experience in managing projects and delivering results within set timelines and budgets.
- Ability to adapt to changing business needs and work in a fast-paced environment.
- Strong problem-solving capabilities and a continuous improvement mindset.
What we offer you:

• An ambitious employer; we only want the best for you.
• A fast career track like only few other companies can match.
• A competitive salary and excellent bonus structure (above market); at KraftHeinz we strongly believe and live by ownership and meritocracy.
• A hybrid working model; because we believe the future of work is based on a building modern, adaptable, and agile workplace culture. 3 days from our office in Amsterdam and 2 days from home with additional 20 days per year to work from anywhere you want!
• Additional benefits such as Commuting Allowance, Hybrid Work Allowance & Reimbursements, Bicycle & Gym Discount Plan, Employee Assistance Program and Supplemental Health Insurance.
• A wide range of discounts with KraftHeinz's partnerships on fashion, electronics, travels and many more!
• Last and not least; there are always room for new insights: If you have an idea, please let us know, and we can set it in action!

Location(s)
Amsterdam
Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.