Customer Logistics Executive

Job DescriptionKraft Heinz is looking for a Customer Logistics Executive to join a high-performing team with direct external exposure, working alongside peers who are always striving to reach the next level. In this role, you will report to the Customer Logistics Manager and gain significant exposure to senior stakeholders.The purpose of this role is to support critical operational topics within the Kraft Heinz partnership with key distributors. You will act as the main point of contact for problem-solving, data collection, and process improvement across the full operational chain. You will also play a key role in delivering topline and bottom-line targets for the region, including gross sales value, net sales volume, and contribution margin. This role requires strong analytical skills, excellent communication abilities, and a deep understanding of supply chain processes. The ideal candidate thrives in a fast-paced environment and brings a customer-centric mindset.ResponsibilitiesMeet Customer Logistics KPI scores and achieve service level targetsDeliver products in line with customer service targets to ensure high customer satisfactionManage the full order fulfillment cycle from order placement to delivery, while continuously identifying opportunities to improve efficiency and reduce cycle timeMonitor and coordinate distributor order cycle routines to ensure stock availabilityCoordinate internally and with distributors to process and track orders, ensuring order accuracy, on-time delivery, and resolution of any order-related discrepanciesAddress and resolve delivery and transportation challenges, acting as the main escalation point for logistics and delivery service quality issuesCollaborate with Logistics and customers to optimize ordering parameters such as MOQ and ordering frequency, with the aim of minimizing Cost to Serve and improving operational savingsProactively support customers and the business by anticipating risks or expected changes throughout the order cycleOversee daily operations, including complaints and returns, in coordination with relevant stakeholdersAssess the performance of freight forwarders and agents in areas such as on-time delivery, collection, document accuracy, communication, service, availability, and escalationCollaborate with local, regional, and global teams to create coordinated plansBuild and maintain strong relationships with a broad range of stakeholders, including external customers, external and internal suppliers/factories, the central logistics hub team, and internal commercial, supply chain, and finance teamsSupport in Demand Drivers and Data VisibilityMaintain monthly tracking reports for shipment count and other KPIsCollaborate with demand planners and provide market insights from the distributor sales team to support an accurate forecasting processContribute to the monthly S&OP executive meeting, addressing issues or discrepancies as neededPerform risk assessments by identifying, analyzing, and minimizing potential risks that could interrupt the supply chain, and develop effective mitigation plansIdentify and propose actions to manage slow-moving or obsolete stock in order to eliminate expiry risk and optimize inventory levelsCollaborate with demand planners and the commercial team to build the most accurate sales forecastEnsure continuous improvement and sustainability to achieve the optimum level of forecast effectivenessTake responsibility for effective stock and inventory managementWork with the demand planning team to analyze demand patterns, sales forecasts, and inventory data to determine optimal stock levels for each product, ensuring adequate stock cover while minimizing excess inventoryConnect interdepartmental information and data to support informed business decisions that balance cost, inventory, and business priorities while meeting customer needs and profitability goalsCustomer ExcellenceEstablish and maintain positive relationships with customersProvide prompt, efficient, and satisfactory responses to customer inquiriesIdentify opportunities to improve the customer experience and provide feedback to relevant teams and departmentsAnalyze customer data to identify patterns and insights, and use this information to strengthen customer relationship management strategiesWork collaboratively with departments such as marketing, sales, logistics, and product development to refine the customer experience journeyConduct customer segmentation and develop a customer service strategy for each segmentExecute Customer KHC Surveys with key strategic customers, analyze results, and implement action plans to close gaps and elevate service levelsEnsure regular customer meetings are scheduled, including annual top-level meetings, supported by joint dashboards that go beyond internal KPIs to measure service as experienced by the customer and improve customer perceptionDrive joint projects with customers to enhance satisfaction and improve service levelsEnsure the effective development and documentation of Service Level Agreements with customersCommercials & Contract ComplianceUnderstand and comply with customer contracts, especially shipment requirementsMonitor cargo movement from tender phase through delivery in line with contractual agreementsEnsure adherence to financial regulations within the respective marketsManage the end-to-end Letter of Credit (LC) process, including LC draft review, document preparation, coordination with customers for processing, and submission of documentation to the customer’s bank through to payment confirmationDevelop a strong understanding of international commercial termsEnsure that all safety and logistics regulations are strictly followedPerform management reporting activities as neededUnderstand business needs across the supply chainAct as the single point of contact and primary liaison between Kraft Heinz and the distributor, maintaining regular communication and promptly addressing inquiries, concerns, and escalationsProcess ImprovementLead value stream mapping exercises to identify process inefficiencies and resource waste, and implement corrective actionsContinuously evaluate and improve logistics processes, identifying opportunities for enhancement, automation, and efficiency gains to streamline operations and reduce costEstablish and maintain effective governance and standard operating procedures (SOPs) that are current and properly authorized within the designated frameworkExperience & Required SkillsBachelor’s degree in supply chain, Finance, or a related field3 to 5 years of experience in operations, logistics, or analysisPrior experience in an FMCG environment is importantExcellent analytical skillsAbility to proactively challenge and adviseExperience dealing with senior managementStrong interpersonal, influencing, and communication skillsExperience developing creative business solutionsStrong command of English, with the ability to understand and communicate clearly and effectivelyCompetenciesWork as a Team – Live the Power of WeWork as a Team – Energize Self and OthersInspire Excellence – Simplify the ComplexInspire Excellence – Move with Speed and AgilityNavigate Our Future – Define the DestinationWhat We OfferAn ambitious employer that wants the very best for youA fast career track that few other companies can matchA competitive salary and excellent bonus structure above market levelA permanent contract, because we believe in making big bets on peoplePlenty of room for innovative ideas — if you have a great idea, we want to hear it and help bring it to lifeLocation(s)El Tagamoa El Khames Commercial Office Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.