Are you the experienced professional who can drive the transformation toward best-in-class Customer Care for a global leader in dairy and plant-based ingredients? As an interim Continuous Improvement Manager at FrieslandCampina BG Professional, you will lead the charge in standardizing and automating critical processes. This is a role for a confident peer who doesn't just identify bottlenecks but implements future-proof solutions.
In this position, you are responsible for implementing best-in-class ways of working, systems, and behavior within the Customer Operations department. You will work in close cooperation with the Customer Operations, Demand, Supply, and Logistics teams to optimize current workflows. Your focus is on realizing optimal service delivery at the lowest possible costs through standardization and automation.
As Continuous Improvement Manager, you manage cross-discipline projects to improve Customer Care processes, systems, and skills. The projects have already been strategically mapped out; your primary objective is the high-quality execution and implementation of these improvements. You will create these alongside the project team and coach the professionals involved to ensure lasting change.
Your key responsibilities:
- Leading the high-priority implementation of Salesforce and the rollout of automated email execution.
- Serving as the content expert and go-to person for complex escalations that team members cannot resolve.
- Providing End-to-End Customer Care solutions that meet customer requirements and ensure a satisfactory flow of goods and information.
- Evaluating bottlenecks and ensuring the implementation of improvements in planning systematics and procedures.
- Coaching team members to analyze and drive continuous improvement in their day-to-day work.
- Managing Customer Care changes within FrieslandCampina’s commercial and supply chain guidelines.
Team
By joining this team, you become part of a global business that helps professional customers win in their markets. You will join the Customer Operations Management Team (MT) as a leader with one direct report. In this role, you work closely with the Customer Operations Leads and the Transformation team. You will be operating in a dynamic period of transformation where collaboration and expertise are the foundation.
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