Customer Service & Collaboration Deputy Director

Responsibilities:

1.Order Processing & Automation

• Plan with factory executives to confirm orders and coordinate with sales team. in case of needing to adjust order
• Plan and supervise work between customers and sales team in order to process orders into CPF's ERP system completely and correctly within the specified timeframe.

2.Vendor Manage Inventory (VMI)

• Plan, track and inspect the quantity purchased from each Makro branch and coordinate with branches to open orders according to mutually agreed targets. including requesting increase/decrease/change list of products to suit the conditions and driving transport efficiency (% truck utilization)
• Validate data from other MT/FSV customers: before process into VMI system, review and adjust parameters to create order proposal efficiently and effectively.

3.Master Data Management

• Supervise, follow up, inspect the master data in the ordering system to always be complete and accurate. Prevent Price-Diff Problem

4.The seller manages the inventory.

• Review and adjust parameters. To get effective order proposition and risk.
• Gathers stock-on-hand and off-take data. Customers create processes as a VMI system and review purchase proposals.
• Have to keep track and check the quantity ordered from each branch in order to order according to the agreed target for the transport staff (% truck utilization)

5.General Inquiry

• Manage data analytics tools to analyze / co-develop / follow up the development of various platforms and services for frequent inquiries to raise customer satisfaction and create new business opportunities for sustainable sales growth.

6.Claims & Complaints Management

• Manage cases from customers and sales teams. and coordinate with related agencies to solve immediate problems for customers quickly and efficiently Follow up with the person in charge to analyze the cause and determine the corrective & preventive actions as well as analyze / jointly develop / follow up and evaluate the effectiveness of corrective & preventive action.

Qualifications:

• Setup and drive strategic direction and KPIs for team that aligned with corporate ones. Build career development, coach, and train team members to reach their full potential.
• Expert in sales data analytics, able to prepare accurate sales forecast, identify further opportunities and potential business risk in order to prepare preventive action.
• At least 5 years in managerial role
• Review, recommend, and provide requirement for IT to enhance and develop E2E SCM related platforms i.e. Dynamic Demand Forecasting, Production Planning, Database Management System, Integrated Ordering System
• At least 10 years extensive experience in Supply Chain Management, Order-To-Cash, and Customer Interface
• Expertise in FMCG & food industry, especially in Fresh Food sector
• Design & drive implementation of business & operating process and IT solution with customers. Also to lead and support new business model i.e. e-commerce channel
• Bachelor's/Master's degree in Logistics/Supply Chain Management, Industrial Engineer, Business Administration, Statistics, Economics or other related fields.