The Customer Service and Operations Head (Supply Chain/Logistics, Sales Operations and Service) is responsible for the planning and realization of sales in the district and the execution of projects and services ensuring maximizing customer satisfaction. Reporting to the Country Manager, he/she ensures high level of team work and engagement levels across the organization.
Key Areas of Responsibility
Monthly meeting with the General Manager to review business balance scorecard KPI’s of the district
Monthly meeting with the General Manager and the Regional Customer Services & Operations Manager to review and agree the rolling forecast and latest view
Ensure that the order realization process and the service delivery processes in the district are executed according to plan and in line with the blueprint processes
Create and execute action plans to improve the operations district KPI’s
Contribute to account plan of customers
Manage operations interface with customers:
Identification of present and future customer needs by assessing whether the delivered performance and services matches the customer needs
Assure that the delivered services are in line with the performance service level agreements as defined in the customer services contracts by performance review of the installed base with the customer on a yearly basis via Management Information Report (MIR)
Assure correct offering and crediting in case of non compliance
Customer visits and communication to assure increasing levels of customer satisfaction
Ownership of District customer complaints:
Decide on exceptions with respect to Time & Materials offering and invoicing to avoid financial disputes with the customers (for all customer segments)
Co-ordinate and drive resolution within specified time
Communication on customer information:
With sales representatives to support the order acquisition process
Gather, communicate and document customer information to give input to the customer and market intelligence database
Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution
People management, including selection, development, goal setting and performance management. Ensure overall high level of talent and engagement levels
Ensure un-compromised implementation of the standard Philips business processes, quality standards and standards of business conduct according to Philips policies
Responsible for district operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level:
Deploy compliance objectives to lower district operational positions
Install base accuracy
Ensure operations are monitored to be compliant to relevant version of business unit service manuals and relevant Philips Healthcare quality policies
Plan and monitor training compliance to district and individual needs
Field change order compliance
Responsible for district customer feedback performance according to applicable quality standard policy
Deploy compliance objectives to lower district operational positions
Install base accuracy
Ensure operations are monitored to be compliant to relevant version of business unit service manuals and relevant Philips Healthcare quality policies
Plan and monitor training compliance to district and individual needs
Field change order compliance
Responsible for district customer feedback performance according to applicable quality standard policy
Key measures:
Customer Satisfaction (NPS), Initial Quality (IQ) and Continuous Quality (CQ) Survey
Sales Forecast Accuracy
Cost of Execution
Account Receivables (AR) overdue % (Operations related)
Project cycle time
Project Cost
Net Inventory as % of Sales, Net payment turns
Employee Engagement Survey (EES) / Philips Leadership Index (PLI)
Complaint Aging
Education & Experience:
Education & Experience:
Bachelor’s Degree in any field
Minimum 10 - 15 years’ relevant experience in Supply Chain, Sales and Service Operations in Health Technology, Pharmaceutical or FMCG industries required
Experience in Quality and Regulatory field preferred (driving compliance is a must)
Deep knowledge and experience in the service environment of the industrial and commercial industry is a must
Proven leadership and excellent communication skills
Strong external and internal Client/Customer/Partner Management Skills
Advanced negotiaton skills
Ability to motivate individuals and demonstrate organizational influence
Regional experience (APAC, US, EMEA) with extensive background in dealing with multiple stakeholders is an advantage (Ability to work in a large matrix organization)
Collaborative mindset to work with cross-section of sales, marketing, finance etc.
Experience with leading a cross functional team
Excellent English, verbal and written communication skills
**********@philips.com.
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