Netherlands
Proven track record of delivering Service Management in automotive industry (specifically Electric Vehicle). Focusing on developing and implementing service strategies to meet customers' needs and improve service quality. Additionally, monitor service metrics, analyze customer feedback and address any gaps or areas for improvement.. Opening new service center. hiring, training and mentoring teams and building cross cultural and teams relationships. Driving and setting customer relationship management standard and complaint handle processes. Accomplished Supply Chain professional with more than 15 years experience in the medical device, FMCG ,Telecommunication and Automotive industries from strategic supply chain (S&OP) through value improvement and customer seamless journey and satisfaction. Extended international experience in inventory, logistics, customer services and 3PL management. Recognized for skills in leadership, change management and being a strategic visionary. Core competencies: People management and team building Implementation of S&OP (Sales and operations planning) Forecasting/demand planning Materials requirements planning (MRP) Supply chain management Customer and technical service management International distribution and transportation P&L and KPI Inventory and Cycle Count management Change Management Process improvement management Customer complaint management and improvement Reporting, analyzing and improvement projects
Same as below, including: Leadership of Purmerend and Amsterdam Service centers (50+ FTE), including Service and Parts Advisor, and Technicians - Identifying Best Practices and implementing global standards for consistency across the Service team - (re)Defining team operational processes that delivers highest CSAT and ESAT metrics - - Handle and resolve customer complaints promptly and professionally. Investigate and analyze customer feedback to identify trends and suggest improvements. Coordinate with various teams to ensure effective resolution of complaints. _ Providing training and guidance to Service Team on how to identify and resolve customer escalation and working with internal partner to drive to resolutions. - Initiation and management of ongoing strategic improvement projects, including optimization of Front of House, Parts and Technical Service with main focus to providing our customers seamless service journey and enjoying their Tesla - Member of the Service Leadership Team for The Netherlands - Managing P&L, 3rd party suppliers. key KPIs, teams building and training. - Fully implemented Seamless Service to our customers. Providing our customers end to end seamless service appointments journey. setting teams goal and objectives, making sure processes are followed and interaction with other stakeholder (both local and international)
• Customer focused: Responsible for coaching Service team to elevate customer service approach and assist the team in developing and implementing appropriate standards and processes to continuously elevate the overall service experience. • People: Champion open communication, active problem solving, and a positive work environment. Inspire and coach my team to meet both daily and strategic goals, and partner with other stakeholders to ensure the development and growth operational team. • Operational excellence: Work with our Service leaders to increase efficiency and drive continuous improvement in all aspects of operations. Facilitate exceptional team performance, identify and remove waste in operational processes. • Lead and promote safety, efficiency, quality, and overall excellence in all internal and external relationship and processes • Financials: Ensure excellence in the center’s daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue and margin where applicable. • Currently manage 23 FTEs
Responsibilities: • Works with Sales Representatives to develop item level forecasts, analyses sales to forecast and sales trends and recommends forecast updates to ensure inventory turns are met based on company guidelines. • Verifies and ensures that a 12 month running forecast is maintained to include current & products, product launches and placeholders • Determines & maintains updated ABC classification based on projected forecast revenue by item • Maintains safety time stock based on company guidelines • Communicates directly with factories in China to procure inventory as needed based on demand • Generates landed cost, per item, to include: product ‘fob’ cost, transportation fees (ocean & inland), customs, duties, overhead • Negotiates and works directly with logistics and customs brokers to ensure inventory is received at each warehouse location at the right cost and time. • Manages 3PL team to ensure orders are fulfilled as requested at each warehouse location • Communicates with Hong Kong consolidation team on inventory and open orders. • Negotiates rates for inbound and outbound logistics • Works with customs broker to determine import & export HTS codes and compliance of EU VAT • Communicates with other Blue Box global entities to provide item details and inventory & order status as needed
Manages and coordinates logistics, warehouse, distribution, planning and customer services activities. Leads and directs strategic planning for SI&OP process. Manages and directing daily operations including the timely production planning and delivery of finished goods and optimizing process and relationship with all stakeholders
Managed 4 FTE Customer Service technical service team actvities - in addition to my supply chain roles. Improved technical call closure time from 4 to 2 days. Delivered 24 hours response to customer response. Led project aimed at improving spare parts forecast and availability. Implemented and drove the technical service CS processes that delivered customer satisfaction and commercial target. Responsible for leading, coaching and simulating the team.
Manage and drive S&OP strategy and operation in international regions. . Manage forecast and safety stock to meet sales.revenue growth whilst minimising waste and write offs. Product launch and phase out. Inventory management (consignment, trunk and cycle count), Identified & rectified risks, highlighted opportunities in supply chain. manage relationship and collaboration with other stakeholder.