Supply Chain Customer Satisfaction Analyst

Valeo•Auburn Hills, MI

11d

About The Position

As a Supply Chain Customer Satisfaction Analyst, you will monitor, consolidate and challenge the Valeo Supply Chain performance of a defined Customer portfolio and region by: Providing best in class Customer Service to the Customer Becoming our Customer Expert Providing optimal analytical and data support Handling internal/external Communication and gatherings Showing Operational / Customer Satisfaction Excellence applying Valeo Tools and standards Participating to Supply Chain Projects

Requirements

Bachelor’s Degree in Business or Engineering with a Supply Chain & Logistics specialization
At least 3 Years in Supply Chain - Customer Service / Production Control
Customer care focus and experience is essential
Good analytical skills and experience of KPI reporting
Able to communicate professionally at all levels both verbally and in writing
IT literate, proficient in all Google/Microsoft Office tools, especially Sheets/Excel as required for reporting and analytical purposes (e.g. v-look up, pivot tables etc.)
Knowledge of SAP or other ERP system

Nice To Haves

Quality and or sales experience would be a plus
APICS/CPIM and Lean Management certification is a plus

Responsibilities

Provide best in class Customer Service to the Customer
Ensure quick and qualitative Customer response to improve Customer satisfaction.
Customize KPI management based on Customer’s priorities: Customer Service Rate, Past dues, Customer backorders, lost sales, claims and escalation requests…
Identify top offenders based on Customer’s KPI.
Collect and challenge Valeo action plans from entities in deviation for a quick resolution.
Ensure the data reliability, action plans consistency and robustness.
Build, deploy and follow up the Customer’s Supply Chain roadmap considering applicable Valeo Supply Chain standards.
Become our Customer Expert
Gather and share Customer’s latest rules linked to Supply Chain
Relay to the Valeo network Customer’s essential Supply Chain information as premises closing calendars or new logistics projects if any.
Build, promote, follow and ensure training/certifications of Valeo counterparts on Customer’s tools, standards and expectations.
Provide optimal analytical and data support
Consolidate and ensure accuracy of the forecast and delivery performance metrics (Customer/Valeo view).
Publish periodic statements to Valeo management with qualitative and quantitative comments on deviations/offenders versus Customer’s targets.
Consolidate and alert on penalty risks or invoiced penalties from the Customer
Handle internal/external Communication and gatherings
Maintain up-to-date Valeo Customer Service contacts directory for selected Customer.
Build good working relationships cross-functionally with internal and external Customers.
Represent Valeo when meeting with Customers in order to identify actions to improve our performance and to optimize the flows.
Prepare and perform Valeo’s presentation to support the periodic reviews with Customers.
Visit the Customer/Valeo Sites when needed.
Support sites on dispute processes if any.
Share with network concerned results on improvements achieved and lessons learned.
Operational / Customer Satisfaction Excellence applying Valeo Tools and standards
Drive implementation and application of Valeo standards.
Ensure availability of process documentation with process flows & works instructions.
Participate on Supply Chain Projects
Drive continuous improvement of your Customer Service base and Valeo internal systems and processes.
Realize benchmarking within the Customer Service Network in coordination with your Management.
Take part in and possibly lead Supply Chain and Customer projects as appropriate.