SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.
Customer Fulfilment Associate Manager – Southern Cluster
Maternity Cover Secondment
• Location: Frimley, Surrey
• Function: EMEA Shared Service Centre (SSC) – Order Management / Customer Fulfilment
About the role
As part of the EMEA SSC you will be accountable for the leadership, management and performance of a team of Customer Fulfilment analysts supporting Italy, Greece and Romania, ensuring that the highest levels of customer service are given to internal and external customers and Key Customer Supply Chain Performance Indicators are met, in line with agreed common best-in-class replenishment practices.
About the Team/Department
The Customer Supply Chain function is made up of 5 multilingual teams who support our commercial businesses across the EMEA region with making sure our products are delivered on time in full to our customers (retailers)
Responsibilities
Team Leadership
Provide clear leadership to a multi-Country customer fulfilment Team through a combination of objective setting, one-to-one coaching and training.
Ensure all team members are focused on Customer requirements and are properly equipped to provide outstanding levels of service.
Continuously build capability within the team through coaching, focusing on Business acumen, Supply Chain Knowledge and Communication & Influencing.
Functional Leadership
Propose optimum customer fulfilment solutions and improvement plans to strategic customers
Customer Relationship Management
Lead the CF Collaboration Team and liaise closely with Customers, with Country Sales and with Supply Chain to ensure clear and proactive communication to Customers on all service elements, including:
Case fill level (and on-time delivery if appropriate).
Out of stocks and remedial plans.
New product listings and delists
Upcoming events and promotions
Strategic leadership in developing collaborative planning of promotions and events with major Customers.
Service Leadership
Be the advocate of the Customer and of outstanding service with all SCJ colleagues and in all established processes, including:
Control Tower Meetings
Supply availability and allocation management
Process excellence
To deliver on-going effectiveness improvements to the order management and customer collaboration activities using lean tools and methodology
Together with lean champions, SME Leads and CF process Team Leads, identify and generate efficiency to the Customer Fulfilment department and reinvest capacity created into further value-adding customer-centric tasks.
Experience you’ll bring:
Ability to Lead Teams / Strong People Leadership capability.
Ability to build strong internal and external customer relationships
Track record of Order Management best practices implementation
Commercial or Customer Fulfilment or /and Supply Chain background
Strong operational Order Management /Customer Service skills and experience
Good knowledge of FMCG business
Behaviors you’ll need:
Passion for Customer Service and Joint Value Creation
Excellent communication skills (oral and written)
Ability to influence at all levels
What’s in it for you?
Flexible starting and finishing times + 4.5 day working week
33 days annual leave including public holidays due to supporting European countries
Profit Share, Pension, Life cover & Health Insurance
Free parking, Shuttle bus service from local train stations, EV Charging Points
Free onsite Gym with free classes
#LI-DNI
Inclusion & Diversity
We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age, and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive, and supportive work environment where all people can thrive.
We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.
