Deputy Manager - Customer Service and Order Management

Overview

Support customer service and order management activities, covering quote and order processing, and contribute to demand planning, supply planning and procurement for the India operation.

What you'll do

• Support and execute the overall customer service process and related interfaces with customers, including quote processing and order processing.
• Understand customer requirements and expectations and drive fulfilment.
• Ensure timely order booking in SAP for customer orders received through the web portal, ESKER and manual POs.
• Ensure the customer PO to order booking SLA is met.
• Proactively communicate order status, shipment milestones and risks, providing solutions before issues impact the customer.
• Ensure error-free documentation and timely shipment execution.
• Exercise necessary controls over backorder hygiene, order completeness, customer promise date, and pricing, taxation and related checks.
• Validate and plug inputs and resolve discrepancies with internal and external stakeholders, with 100% adherence to audit-related order management guidelines.
• Consistently monitor and achieve the CAS (Customer Allegiance Score) on a monthly basis and devise plans and projects to improve target scores.
• Generate monthly and quarterly forecasts after discussion with the commercial team on consensus forecasting numbers.
• Define MTS and MTO product classification to achieve the right inventory as per the AOP.
• Drive the SIOP process with sales, factory and product management teams to align demand and supply and generate the consensus forecast.
• Coordinate closely with other procurement planners on forecast sharing and issue resolution.
• Develop the reorder point (ROP) level to maintain proper demand and supply balance.
• Coordinate with global factories to expedite supplies.
• Measure and report forecast accuracy, and propose and implement solutions to improve it.
• Lead revenue execution calls.
• Define safety stock levels across the network and monitor them per stocking norms.
• Ensure timely placement of orders, follow up on materials and track deliveries.
• Ensure there are no controllable stock-outs of materials.
• Manage MTO inventory investment and planning through the decision paper process.
• Share entire supply visibility with the customer service team to create customer-wise visibility for the commercial team.
• Work with the export-import team to clear consignments.
• Follow up with the warehouse for material GRN.
• Support the line manager with demand and supply business analytics, automate reports and analysis, and support ongoing planning and procurement projects.

What you'll need

• Advanced degree, or a Bachelor's degree with 3 to 5 years of experience in order management, customer service, demand planning, supply planning and procurement.

Nice to have

• MBA in Operations or Supply Chain.

Details

• Work schedule: standard, Monday to Friday.
• Environmental conditions: office.