KEY ROLES AND RESPONSIBILITIES:

Customer Engagement / Trade Service Level

• Lead tactical calls with Distributor (DOI/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

Returns Management

• Provide Solutions on how to eliminate on timely order confirmation, picking advice to 3PL, payments under CWO terms and vessel schedule.

Process improvement

• Indicate 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 (CIIP)
• Lead and implement the CIP process with Distributors and integrate Supply Chain and Sales 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 of 3 years as Customer Service Head
• SAP SD and MM knowledge
• Proficient in MS Office (Excel, PowerPoint, Word)