Head of Customer Service

Key Responsibilities

• Define and develop global standards and processes for customer service and customer supply chain engagement.
• Optimize cost-to-serve globally and drive productivity in customer service operations.
• Lead the efficient order-to-cash process globally.
• Support the customer supply chain agenda as part of the global transformation, including ERP transformations.
• Scope the feasibility of shared service centers globally for customer service and manage their implementation.
• Build and maintain strong relationships with internal and external partners.
• Develop and deploy strategies to enhance customer service and supply chain performance.
• Ensure exceptional service delivery to customers while optimizing inventory levels.
• Drive continuous improvement in customer service processes and systems.
• Responsibility over core KPIs like: Pack Fill Rate; Cost-to-Serve Metric Optimization; Forecast Accuracy %; Customer Satisfaction Rate; Implementation Success of Shared Service Centers; Talent Retention and Development.

Qualification & Requirements

• Advanced Customer Service Excellence.
• Supply Chain Planning and Optimization.
• Leadership Skills with the ability to motivate and inspire large teams.
• Advanced Analytical skills and ability to source and interpret data from multiple sources.
• Intermediate Financial and Commercial Acumen.
• Intermediate ability to work with ambiguity and make effective decisions in a fast-paced environment.
• Minimum of 5 years of experience in a customer service or supply chain role with experience in leading global processes.
• Minimum of 2 years of experience in a line management role.
• Experience with ERP transformations and shared service center implementations is a plus.

Benefits

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way.

We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt’s potential future successes. For eligible roles, we also offer short-term incentives to recognize, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt’s pay for performance philosophy.