Customer-Facing Supply Chain Executive

Roles and Responsibilities

Customer Engagement / Trade Service Level
•    Lead tactical calls with Distributor Operations (DO)/ Direct Serviced Accounts (DSA) accounts that are focused on:

• Service Level Agreements 
• Order fulfillment
• Timely payment for CWO
• On-time delivery

•    Regular visit to DO/DSA accounts to check any operational concerns
•    Build effective and sustainable partnerships with DO accounts

Customer Service Process, KPI Compliance and 3PL Management (CS)
•    Monitor Case Fill Rate (CFR), On-Time Delivery (OTD), and On-Time Payment (CWO). Analyze results together with related functional departments (Customer Service, Planning, Logistics and 3PL) and ensure implementation of agreed solutions.

Order Management Focus on DO
•    Handle overall DO/DSA transactions in terms of compliance on timely order confirmation, picking advise to 3PL, payments under CWO terms and vessel schedule.
•    Ensure 100% timely and accurate order processing of DO/DSA accounts in compliance with the company SOP 
•    Ensure all special allocations and material substitutions for DO from other functional departments (Sales, Planning Team) and customers are in place and properly executed
Returns Management
•    Provide solutions on how to eliminate or minimize RUD related to DO/DSA accounts
Process Improvement
•    Initiate Customer Service efficiency projects focused on the DO accounts operations to achieve high level of efficiency
Collaborative Inventory Management
•    Use SSIS available data (sell out, inventory level, geographical sales, customer forecasts) to help improve forecasting and stock levels in collaboration with demand and supply planning team and Sales
•    Continuously improve ordering process with Customers via Collaborative Inventory Planning (CIP)
•    Lead and implement the CIP process with the Distributors and integrate the Supply Chain and Sales on issue management, efficiency, and improvements

Qualifications

• College/University graduate

• Minimum of 5 years or above experience in Customer Service or Logistics management in FMCG industry.

• Minimum 3 year as Customer Service Head 

• SAP SD and MM knowledge

• Proficient in MS Office (Excel, Powerpoint, Word)