Deputy Manager - Customer Service and Order Management

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Essential Job Functions and Accountabilities:

• •Advanced Degree (MBA preferred in Operations/Supply Chain) or
• Bachelor’s degree with 5 to 7 years of experience in Order Management, Customer Service, Demand Planning, Supply Planning and Procurement

Order Management and Customer Service:

• •Support and execute overall process of customer service & related interfaces with customers including quote processing and order processing, understand customer requirement & expectations and drive fulfilment.
• •Ensure timely Order Booking in SAP based on customer orders getting registered through various sources like, Web Portal, ESKER and Manual PO’s
• •Ensure the ‘customer PO to Order Booking’ SLA is met
• •Proactively communicate order status, shipment milestones, and any risks, providing solutions before issues impact the customer.
• •Ensure error-free documentation and timely shipment execution to create a hassle-free customer experience.
• •Exercise necessary controls w.r.t. backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc. Validate/ plug inputs and resolve discrepancies (internal/ external stakeholders) and 100% adherence to Audit related Order Management guidelines

CAS: CAS (Customer Allegiance Score): Consistently monitoring and achieving CAS Score on monthly basis and devising plans to improve target scores with Projects and actions.

Demand Planning:

• •Generate monthly and quarterly forecast post discussion with commercial team on consensus forecasting numbers.
• •Responsible to define MTS and MTO product classification to achieve right inventory as per the AOP
• •Responsible to drive SIOP process which includes sales, factory, and product management team to align entire demand and supply and generate the consensus forecast.
• •Responsible for close coordination with other procurement planners in terms of sharing the forecast and issue resolution.
• •Responsible for developing the ROP level to meet proper demand and supply balance.
• •Responsible for coordination with Global Factories to expedite supplies
• •Measure and report forecast accuracy, propose, and implement solutions to improve forecast accuracy.
• •Leading Revenue execution calls.

Supply Planning and Procurement

• •Defining the Safety stock levels across network and monitor them per stocking norms.
• •Ensure timely placement of orders, follow-up for materials, track delivery.
• •Ensure there are no controllable stock out of materials.
• •Inventory investment / planning MTO inventory through decision paper process
• •Share the entire visibility to customer service team to create customer wise visibility for commercial team.
• •Work with Export- Import team to clear the consignment.
• •Follow up with warehouse for material GRN.
• •Data Analytics and Process Improvements
• •Responsible to support line manager for business analytics from demand and supply point of view
• •Use various techniques to automate the reports and analysis.
• •Responsible to support line manager for business analytics for ongoing projects directly related to planning and procurement function.