Olivia Hemarin

 Execute customer service strategy for key clients (Italy, Germany, Benelux, Poland, Nordics), ensuring seamless order-to-cash cycle time by 20% and delivery management with Customer Development teams.  Develop and monitor service-level KPIs (OTIF, fill rate, case-fill), maintaining a 95% performance rate and driving continuous customer satisfaction improvements.  Lead cross-functional collaboration with Supply Chain, Finance, and Logistics to optimize lead times and reduce delivery issues.  Manage escalations and critical incidents, ensuring swift resolution and transparent communication with stakeholders and clients.

 Serve as the main point of contact for headquarters and internal teams on logistics operations for a key partner.  Oversee end-to-end order management, from processing and invoicing with a 98% accuracy rate to ensuring on-time deliveries and proactively resolving potential issues.  Coordinate logistics with 3PLs and carriers, cutting late deliveries by 25% and reducing penalties by 20%.  Manage disputes and proactively address issues, increasing service levels and customer reliability perception by +10 points.  Ensure seamless coordination among all stakeholders to maintain efficient logistics operations.

 Coordinate with Commercial, Marketing, and Finance teams to integrate key initiatives into demand forecasts, ensuring a 2-month frozen horizon for stability.  Lead the S&OP process and promotional planning, driving +10% sales growth in key categories and improving forecast accuracy by 8 points (72% to 80%).  Partner with Supply Planning to sustain optimal inventory levels, reducing stock-outs by 20% and minimizing lost sales opportunities.  Optimize safety stock strategies to balance service levels and working capital, lowering excess inventory by 12% YoY.  Implement process improvements and digital tools (Kinaxis RapidResponse, SAP IBP), cutting forecast cycle time by 25% and increasing data reliability.