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 3 to5 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.