Customer Experience Specialist - Supply Chain

Customer Experience Specialist - Supply Chain

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.  We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here.

Role reports to:

Customer Supply Chain Manager Grocery

Location:

Asia Pacific, Australia, New South Wales, Sydney

Work Location:

Hybrid

What you will do

Note: This is a 12-month contract

Responsible for the development of the customer connect function. This includes delivery of customer service, high customer satisfaction and continuous supply chain improvement. This role will help drive the development of operations to deliver key service outcomes for our customers. It is essential that this role develops strong relationships with customers’ supply chain teams through regular meetings, defining a common agenda and collective goal setting. 

Customer service:

• Contribute to the achievement of KPI’s targets including but not limited to: DIFOT, OBSL, SIF, SOT, Advantage surgery, palettization, supply compliance, MLOR compliance.
• Tactical day-to-day management of the customers’ supply chain requirements (facilitation of BIS requests, EDI, customer service support, RDD, end-of month etc.)
• Analyze & report reasons for service failures in AU/NZ.  Identify and coordinate service recovery initiatives in instances where customer expectations would otherwise not be met and drive initiatives to correct & prevent future occurrences. 
• Facilitate the alignment of demand and supply forecasts between Buying Teams, Demand Forecasting and customers; including but not limited to seasonal and major events.
• Maintaining ordering parameters to utilize efficient ordering systems, allowing for accurate planning and stock flow between Kenvue and customers.

Internal and external stakeholder management:

• Preparation of presentation decks for AU/NZ F2F customer supply chain meetings and assist facilitating meetings - primarily NZ.
• Ownership of internal and external ANZ reporting processes.  
• Analyze the metrics of performance. Coordination of meetings, problem solving. Alignment for Customer/Internal presentations, initiatives follow up.
• Assist claims team with claim escalations and required documentation.
• Supply stock status updates to commercial teams and Integrated Supply Planners.

Strategic development:

• Partner with commercial team to deliver account or channel specific supply chain initiatives and data integrity.
• Development of new tools to strengthen processes and automate tasks.
• Detect improvement areas and propose options for cost saving.
• Analyze and report Cost to Deliver metrics.

Integrated business planning:

• Supply risk reporting
• Customer inventory and order plan reporting to commercial and DP monthly actions.

What we are looking for

• Preferred minimum education: Tertiary degree or equivalent work experience considered. A minimum of 5 years’ experience in a FMCG or Consumer Pharma company. Sales operation experience will be a plus to help build strong X-functional collaboration.
• Preferred area of study: Engineering, Math, Physics, Supply Chain, Accounting
• Ability to build and maintain strong commercial relationships
• Confident ability to influence both internal and external stakeholders

What’s in it for you

• Competitive Benefit Package*        
• Paid Company Holidays, Paid Vacation, Volunteer Time & More!        
• Learning & Development Opportunities        
• Kenvuer Impact Networks        
• This list could vary based on location/region

       

*Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.

       

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.