Job Description

Job Description

This role is responsible for the Customer Service Program within LATAM, leads strategy and development on continuous improvement for all related to Customer Service.

* Driving service excellence through customer collaboration team in order to meet or exceed customer expectations and standardization across LatAm
* Lead Customer Agenda with E2E value creation mindset
* Support on all JBP and Advantage agenda throughout the year.
* Act as Supply Chain voice at the front of Customers on the region
* Focusing on client satisfaction and escalation of issues
* Ensuring tools so the client needs are communicated promptly and effectively within PepsiCo organization.
* Ensuring understanding of clients strategic objectives and driving projects to meet or exceed them
* Negotiating service level agreements (SLA) with the customers service teams that are balanced between needs of the customers and PepsiCo cost of serving as well as reduce PepsiCo exposure to service-related penalties.
* Ensuring robust and effective order processing methods with the clients.
* Ensuring effective financial budget management incl. logistics rebates, penalties and pallet write offs
* Understand the key contributing to revenue and profit by supporting the Key Account Teams in meeting or exceeding their commercial objectives
* Manage master data system for OT customers and work with BIS team to make enhancements to optimize the process.
* Coordinates both entities (local and sector teams) to guarantee alignment of key players and processes during different planning scopes strategic/Long term, tactical/mid term and day to day operations.
* In addition will Develop road map with Supply planning teams to increase Service level to world class level.
* Leads local teams on each country stablishing process, developing regional projects, define guidelines and validates initiatives with Global Ops teams, owning solutions deliverables
* Integrate with Global, Regional and Local Teams for opportunities and productivity

Qualifications/Requirements

* Bachelor's Degree in Supply Chain, Business, Engineering, or related field. Masters preferred.
* 7+ years experience in Customer Service and Project Mangement, large scale implementation and/or field SChain experience.
* Ability to lead an organization though significant change in process.
* Can translate business needs into solution design and processes
* Broad understanding of system interdependencies associated with production planning and/or replenishment planning and Customer Delivery.
* English proficiency
* High level of analytical skills
* Can ensure technical standards, methodologies, and strategies are followed
* Ability to facilitate the resolution of highly complex problems
* Able to anticipate and overcome obstacles associated with Customer Needs
* Able to develop effective partnerships with business partners and other layers across the business
* Assists in or deliver presentations to a variety of audience levels
* Provides training and mentoring to less experienced team members
* Ability to make appropriate tactical decisions necessary to complete assigned projects

Relocation Eligible: No Aplicvel (N/A)
Job Type: Regular