Deputy Manager - Customer Service and Order Management

Work Schedule

Environmental Conditions

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.