This job is a project based, the initial contract is 6 months but subject for extension or renewal depending on performance evaluation.Qualifications:College GraduateMinimum of 5 years or above experience in Customer Service or Logistics management in FMCG industry.Minimum 3 year as Customer Service HeadSAP SD and MM knowledgeProficient in MS Office (Excel, PowerPoint, Word)Builds Effective Teams: Building strong identity teams that apply their diverse skills and perspectives to achieve common goals.Decision Quality: Making good and timely decisions that keep the organization moving forward.Drive Results: Consistently achieving results, even under tough circumstances.Optimize Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.Resourcefulness: Securing and deploying resources effectively and efficiently.Being Resilient: Rebounding from setbacks and adversity when facing difficult situationsTrade visits for customer immersionJob Responsibilities:This position is responsible for developing the DO strategy, partnership and operational excellence.This position is also responsible for strengthening DO customer's Supply Chain to align with PVM's by close coordination and partnership with Sales and customer to regularly review the operations from order to collection, challenge status quo and work out cost-effective supply chain solutions.This position is responsible for ensuring timely and accurate processing of order, STO and Free goods from receipt to delivery to PVM customers for DO accounts. The position is also responsible for addressing all issues related to DO Sales and Distribution with other functional departments.Customer Engagement / Trade Service LevelLead tactical calls with Distributor Operations (DO) accounts that are focused on:Service Level Agreements (DO)Order fulfillmentTimely payment for CWOOn-time deliveryRegular visit to DO accounts to check any operational concernsBuild effective and sustainable partnerships with DO accountsSecure from customers and agree on service/delivery requirements to achieve high service levels and avoid delivery rejectionsEnsure implementation of service level agreement to customers, understand, measure and track compliance of Joint KPI targets with DO CustomersHandle and resolve customer complaints by performing RCA methodsWork with the Sales team to define joint improvement plans with DO customersDrive all other Supply Chain customer efficiency initiatives with the DO partnersCustomer Service Process, KPI Compliance and 3PL Management (CS)Monitor Case Fill Rate (CFR), On-Time Delivery (OTD), and On-Time Payment(CWO). Analyze results together with related functional departments (Customer Service, Planning, Logistics and 3PL) and ensure implementation of agreed solutions.Ensure that all customer service transactions are aligned with PVM KPI requirementsAct as Face of Supply Chain to internal (Sales, Finance, Marketing) and DO accountsEnsure no unnecessary cost will be incurred from any Customer-related issuesInitiates communications among DO accounts for every non – standard process(Holidays, W2W inventory count, and the likes).Order Management Focus on DOHandle overall DO transactions in terms of compliance on timely order confirmation, picking advise to 3PL, payments under CWO terms and vessel schedule.Ensure 100% timely and accurate order processing of DO accounts in compliance withthe company SOPEnsure all special allocations and material substitutions for DO from other functional departments (Sales, Planning Team) and customers are in place and properly executedAdminister unserved orders to avoid or minimize lost sales opportunityEnsure compliance to NPDs and Promo SKUs pipeline and trade deals are implemented according to planMonitor and report Out-of-Stock (OOS) and un-served orders to highlight risk and avoid penalties from the CustomersHandle Sales and Customer expectations on stock availabilityEnsure no additional delivery costs are incurred such as demurrage and extra helpers due to Customer inefficiencies.Returns ManagementProvide solutions on how to eliminate or minimize RUD related to DO accountsEnsure Credit Memo is provided by Finance in a timely manner for the DO with CWO termsProcess ImprovementInitiate Customer Service efficiency projects focused on the DO accounts operations to achieve high level of efficiency.Collaborative Inventory Management and Use SSIS available data (sell out, inventory level, geographical sales, customer forecasts) to help improve forecasting and stock levels in collaboration with demand and supply planning team and SalesContinuously improve ordering process with Customers via Collaborative Inventory Planning (CIP)Lead and implement the CIP process with the Distributors and integrate the Supply Chain and Sales on issue management, efficiency, and improvementsAct as Face of Supply Chain to internal (Sales, Finance, Marketing) and assigned DSA accountsBuild relationships with the assigned customersSchedule regular meetings with the customers to make sure SLA is met at all timesPoint of contact for complaints and escalate issues as appropriateEnsure both the company and customers adhere to the TTA and delivery policiesCollaborate with cross-functional departments such as Sales and Finance to address customers' need.Reports/Other DeliverablesDeliver assigned reports and projectsCFRDelivery Monitoring - VISMIN ShipmentsOn-Time Payment for DO Accounts (CWO)Minimum Order Quantity ProposalMonthly Sell-in Report of DO accounts (to Sales)Provide visibility on the fulfilment of the promotional SKUs based on the performance per channel.
