Customer Services & Logistics Analyst - Tygervalley at The Heineken Company

Key Performance Areas would include, but are not limited to:

TPM: 

• Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement. Contributing to DCS to drive and optimize performance.

Customer Profitability: 

Actively drives insights on Customer Profitability by:

• Ensuring Cost-2-Serve (C2S) visibility in-place and periodically updated (per Customer and SKU)
• Supporting business cases creation per customer based on C2S.
• LTT agreements are measured, tracked, reviewed,
• Supports the Key Account Manager(s) in negotiations with customers with having the right insights.

Data Driven Decision Making

• Use data-driven insights to tailor services, improve customer experience, and drive continuous improvement in customer service operations.
• Analyse key performance metrics such as customer satisfaction scores, response times, resolution rates, and customer feedback.
• Interpret CS&L dashboards on service state and performance
• Identify trends, areas of improvement, and successes to inform strategic decisions and optimize service processes.
• Execute Root Cause Failure Analysis on KPIs

Master Data Management

• Ensure that all master data is up to date by following the standard processes that have been agreed upon with the various stakeholders (customers, commerce, finance, planning, logistics, LSPs, etc.).

The successful candidate must have the following qualification, skills and experience:

• University level: Bachelor or Master degree in the field of Supply Chain management or Data Science.
• +5 relevant experience within Supply Chain, preferably Customer Service & Logistics. 
  Prefered experience working with: Microsoft 365 apps, SAP S/4HANA, PowerBI, SAP Analytics Cloud, Cost2Serve, Any other data analytic/sciences are a plus: eg. Phyton