Supply Chain Customer Collaboration Associate

Overview

Support Customer Collaboration agenda by partnering with Commercial teams, Key Account Managers and customers to improve service levels, inventory balance and product availability. Drive customer-centric supply chain execution, resolve operational issues and support performance improvements across DACH customers while ensuring efficient order management and collaboration processes.

Responsibilities

• Support end-to-end customer collaboration processes including joint planning, performance tracking and service improvement
• Manage customer order lifecycle including order capture, changes, validation support and fulfilment coordination
• Collaborate with supply planning, logistics and sales teams to ensure product availability and optimize service levels
• Monitor KPIs and identify service risks, driving root cause analysis and corrective actions
• Support customer performance reviews and build action plans to improve service metrics
• Coordinate with 3PL, warehouse and transport teams to track order status and resolve issues
• Engage with customers on operational topics, ensuring proactive communication and issue resolution
• Support development of collaboration tools, automation and process improvements
• Contribute to cost and efficiency initiatives including penalties, rebates and service optimization
• Build strong cross-functional relationships across Supply Chain, Sales, Finance and external partners
• Support strategy of collaboration agenda for Channel Accounts, in order to drive satisfaction, achieve annual and monthly targets and to maximize products availability
• Support Customer Collaboration Senior Specialists and Customer Collaboration Managers in:
  • negotiating service level agreements (SLA) with the customers
  • Root-cause anaysis of service to sales and taking actions based on the outcome
  • Pro-active Performance tracking
  • Identify Performance Issues/Opportunities and develop solutions to mitigate service risks
  • Negotiate with the customer on the penalty amount
  • Ensuring effective budget alignment
  • Creating action plans based on customer’s performance reviews

Qualifications

• University degree
• English – C2, German – B2
• 1+ year experience in customer service, supply chain or order management able to demonstrate good stakeholder management and alignment to external customer needs and expectations.
• Previous exposure to similar role is an asset
• Great communication and interpersonal skills
• Analytical mindset with ability to interpret data and drive actions
• Strong Excel & Office package knowledge mandatory
• Results oriented
• Customer-centric mindset
• Strong ownership and accountability
• Problem-solving and continuous improvement orientation
• Ability to work cross-functionally
• Able to handle multiple projects within tight deadlines