Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity. Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science. Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture. 客户服务专员（Customer Service Specialist）客户服务专员负责管理端到端订单履行流程，确保卓越运营及高质量客户服务交付。该岗位作为客户与内部相关方之间的重要桥梁，与销售、供应链、物流、计划、财务等团队紧密合作，确保客户订单得到及时、准确的执行。除日常运营职责外，该职位还将在**客户价值创造（Customer Value Creation, CVC）**项目中发挥积极作用，通过推动客户协作、识别供应链优化机会，以及借助数据洞察和持续改善项目支持以客户为中心的业务增长。该岗位将逐步从传统订单管理执行角色转型为客户协作与价值创造角色，支持公司从“运营卓越（Operational Excellence）”向“客户价值创造（Customer Value Creation, CVC）”发展的战略方向。主要职责（Key Responsibilities） 1. 订单管理与服务执行（Order Management & Service Execution）管理从订单接收到交付确认的端到端订单履行流程。根据公司政策和流程，确保客户订单准确、及时处理。监控订单状态、库存可用性、库存分配、发货计划及交付绩效。主动识别并解决订单履行风险及服务中断问题。与供应链、计划、物流及其他相关部门协调，确保订单顺利执行。处理订单变更、库存短缺、延期交付、退货及其他运营异常情况。保持高水平服务质量，支持OTIF（按时且完整交付）目标达成。 2. 客户关系管理（Customer Relationship Management）作为所负责客户的主要客户服务联系人。建立并维护与客户及内部相关方的良好合作关系。及时、专业地回应客户咨询、需求及投诉。管理客户预期，并及时沟通订单状态及运营问题。支持客户业务回顾会议及服务绩效讨论。确保客户问题得到有效解决并及时关闭。 3. 数据管理与报告（Data Management & Reporting）维护客户主数据，确保相关系统中的数据准确性。支持客户开户、账户维护及主数据变更。监控并分析客户服务关键绩效指标（KPI），包括： OTIF（按时完整交付率）服务水平（Service Level）缺货订单（Backorder）订单周期时间（Order Cycle Time）客户投诉（Customer Complaints）交付绩效（Delivery Performance）定期编制绩效报告，并向内部相关方提供可执行的数据洞察。支持重复性服务问题的根本原因分析，并提出纠正措施建议。 4. 客户价值创造（Customer Value Creation, CVC）支持客户价值创造（CVC）项目及客户协作计划的实施。参与联合业务规划（Joint Business Planning, JBP）讨论及客户发展项目。通过数据分析和协作识别提升客户供应链绩效的机会。支持客户分层策略及差异化服务模式。分析客户订货行为、库存趋势和履约表现，发掘价值创造机会。与客户及商务团队合作，提升运营效率、服务效果和业务增长。参与以客户为中心的战略项目及跨职能改善计划。 5. 持续改善与数字化（Continuous Improvement & Digitalization）推动持续改善项目，提升客户体验和运营效率。识别流程优化机会，并提出最佳实践建议。参与自动化、数字化及系统优化项目。支持新工具、新流程及新服务模式的实施。推动减少人工操作，提高流程标准化水平。整理并分享成功经验和最佳实践。 6. 跨部门协作（Cross-Functional Collaboration）与销售、供应链、计划、物流、财务及客户服务团队密切合作，确保客户需求优先级一致。支持跨部门问题解决及决策制定。根据需要参与客户会议、业务回顾会议及项目讨论。促进相关方之间的信息共享和高效沟通。任职资格（Qualifications）教育背景（Education）本科及以上学历，供应链管理、物流管理、工商管理、国际贸易或相关专业优先。工作经验（Experience） 3年以上客户服务、订单管理、供应链运营、物流或相关领域工作经验。具有快消品（FMCG）、医疗健康行业（Healthcare）或跨国公司工作经验者优先。能力要求（Skills & Competencies）具备优秀的客户服务和订单管理能力。出色的沟通与利益相关方管理能力。较强的数据分析及问题解决能力。能够在跨职能及快节奏环境中高效工作。具备以客户为中心、创造客户价值的思维模式。具备持续改善和项目管理能力。技术技能（Technical Skills）熟练使用 SAP 系统、Microsoft Excel 及 Microsoft Office 办公软件。具有 Power BI、报表工具或数据可视化平台经验者优先。 Job Posting End Date 2026-11-21 Equal Opportunities Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. It’s important to us that Haleon is a place where all our employees feel they truly belong. During the application process, we may ask you to share some personal information, which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees. The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions. Adjustment or Accommodations Request If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting. We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence. Note to candidates The Haleon recruitment team will contact you using a Haleon email account (@haleon.com). If you are not sure whether the email you received is from Haleon, please get in touch. Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity. Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science. Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

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