Edgewell is not just a company, but a vibrant global community of 6,800 visionaries, doers, and makers. Our family of over 25 personal care brands serves people in more than 50 countries. We are dedicated to infusing joyfulness into every aspect of our work. Our pledge goes beyond our products, with our fundamental value of People First guiding us to foster a diverse, inclusive, and respectful environment where every team member can flourish and celebrate our shared achievements.
Position Summary
Customer Service Manager Central Europe will lead the market-facing Order Management teams for the business to support the corporate vision of maximizing value to the consumer and providing outstanding service levels to our trading partners through effective order management, appropriate financial controls and efficient and responsive Supply Chain processes.
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Universal Accountabilities
Customer Service Manager is accountable to the Customer Service Director Europe for the effective and efficient delivery of the Order-to-Invoice process, Master Data, Deflator Management and Complaints Management. The manager will also be specifically accountable for the adjustment of day-to-day market-facing Order Management team decision making and resolution of service level issues.
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Customer Service Manager role includes following responsibilities:
- Lead local Customer Service organization and processes within the framework of the European Customer Service organization to support local business objectives.
- Lead and manage efficiently the full Order-to-Invoice process by implementing best practices for process & organization. Ensure that customer enquiries, claims and complaints are responded in a prompt manner and returns / credit notes are followed up regularly and timely. Monitor and adjust processes and needed skills.
- Order Management – Receipt and entry of orders; communication of the response to the customer; delivery slot booking with the customer/carriers; validation of quantity, pricing and SCR detail; evaluation of product availability; managing/controlling and agreeing with the customer any product substitutions and backorders
- Delivery and Transport – Management of special customer requests (Pick & Pack); follow-up of open deliveries; management of delivery priorities and monitoring of workflows with the 3rd party warehousing provider.
- Returns Management – Receipt of return requests from customers; registration of requests with the 3rd party warehousing provider; processing of return requests in SAP; receipt of the quality check confirmation via EDI from the 3rd party warehouse provider; and issuing of a credit note to the customer.
- Master Data Management: Ensure accurate and timely management of product, customer and pricing master data.
- Execution of critical SOX control processes: regular SOX controls for customer and pricing master data; and month-end closing control of orders, deliveries & invoices.
- Monitor local Customer Services operations and support actions to resolve issues based on service level reports, out of stock root cause analysis and country-specific reports.
- Support high service levels to customers:
- Manage with local Demand / Central Supply Planning and local Sales Management key critical processes like product availability, promotion planning, promotion timing, product phase in/out, co-packing and SLOBS (slow moving and obsolete stocks) depletion.
- Determine product allocation process and priorities with Sales Management and Demand Planning, in alignment with Customer Segmentation models, taking into account customer sensitivity and cost considerations. Provide information internally on product availability and ensure customers are regularly informed regarding product availability issues.
- Manage the integration of new and existing customers with the business through EDI, including coordination of Edgewell colleagues, technical experts from the VAN provider and customer team members.
- Act as the local Supply Chain Representative to support local Sales Management on Supply Chain issues, Logistics Terms and Conditions and make cost of doing business visible through measurement of cost to serve. Lead the scoping, development and creation of logistics improvement initiatives to manage cost to serve, supported by Hub management, market sales and the W&D team.
- Develop Customer Relationships by identifying key-contacts and counterparts with customers. Assess customer systems, procedures and constraints and conduct SC meetings. Agree measures of service levels and participate in multi-functional teams in contact with customers. Develop and manage joint projects with Customers.
- Develop and support Personal Development plans with direct reports to optimize business delivery and future talent pool. CS Manager will keep updated on FMCG trends and competitors (for example through sharing internally and externally in forums e.g. GS1, Brand association etc.), benchmarking with peers and when appropriate competitors. Co-lead with Sales analysis/rejection process of customers compensation request/penalties related to Supply Chain deficiencies.
- Customer Service Manager will need to actively participate in meetings with the third-party warehousing provider and carriers as well as performance meetings with Supply Chain senior leadership to discuss service level, root cause analysis and initiatives/process improvement.
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Specific Accountabilities
- This role will be based in Warsaw and cover Central Europe Region /market
- CS Manager will manage a team of 6 Customer Service Specialists
- CS Manager will be directly accountable for the delivery of agreed Service Level Metrics and setting improvement /stretch goals for themselves and the team
Required Skills and Experience
- Educated to University degree or equivalent in a numerate discipline
- Strong knowledge of Supply Chain and associated systems (e.g. SAP, EDI)
- Knowledge of the local market, trading structures and contract law
- Proven track record within Sales, Customer Service or Supply chain Management
- Strong customer service and cost optimization focus
- Very good communicator (both written and verbal)
- Able to hold self and others accountable – to take ownership of rapid change management
- Results oriented – able to deliver results in the fast moving environment
- Analytical and problem solving skills
- Negotiation and influence skills
- Cross-functional teamwork and leadership
Preferred Skills and Experience
- Self- starter – able to work on own initiative
- Passion for improvement
- Open for change
- Ideally, experience should have been gained in a consumer product environment, in a large multi-national company or major retailer
- Fluency in English
Working Relationships
- Reports to CS Director Europe
- Will have direct supervisory accountability for CS Team in Warsaw
- External collaboration will include Customers, 3PLs – Warehouse /Carriers
- Internal collaboration: Sales Team, Demand Planning, AR, Finance, W&D, Supply Planning , Marketing
Job Tools
Work Environment
- Predominantly office based
Occasional travel - customer visits, 3PLP, Europe CS Meetings
Edgewell is an equal opportunity employer. We do all we can to create a collaborative and diverse global team, where good ideas can thrive, and our colleagues can learn and lead. We prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any legally protected status in accordance with applicable federal, state and local laws. We listen deeply and speak directly to create an environment that’s open to difference. We aim to bring joy to not only the products we create and the people we serve, but our colleagues across the globe too.
