This position is a key member of the Supply Chain Team in CPS Singapore, focusing on customer engagement and order fulfilment activities. The role involves interfacing with customers around the world, managing their orders and forecast from the point of receipt through to delivery, monitoring their future demand, delivering high levels of engagement and managing all concerns to ensure development of effective corrective actions.
1. Demand Management
- Process sales orders and forecast received from customers through SAP system to initiate the manufacturing process and meet customer requirements.
- Follow through the entire order cycle from order receipts to production, product release, shipment and final delivery to customers.
- Actively manage future demand and drive forecast accuracy by working with Bottlers and Business Units (BU), involving the analysis of historical sales, bottlers’ future forecast, BU rolling estimates and market performance.
- Constantly drive improvements in forecast accuracy by comparing the latest Bottler’s orders and forecast against the Rolling Estimates and previous month’s forecast. Understand the changes and work with Planning to prioritize orders and shipments, while at the same time, driving improvement in forecast accuracy with the Bottlers and BU.
- Lead Collaborative Planning, Forecasting and Replenishment (CPFR) with Bottlers. Drive weekly teleconferences with Bottlers to review open orders and forecast. Understand market changes and drive priorities and downstream activities with Planning. Communicate shipment plan and Commercialization project status to Bottlers. Be their partner of choice.
2. Lead in Sales and Operations Planning (S & OP) Review with Bottlers
- Lead in monthly and yearly Operations Review meetings with Bottlers to review business performances and business outlook / forecast. This includes Commercialization timeline, new products forecast, complaints and improvement initiatives.
3. Complaint Handling
- Effectively manage all customer complaints by logging and acknowledging all complaints within 24 hours. Facilitate root-caused investigation within the respective CPS, providing status update and follow through on corrective actions with Bottlers.
- Perform trend analysis and drive improvements in customer satisfaction.
4. Product / ingredient registration with authorities
- Proactively identify areas of improvements and drive improvements.
5. Outbound shipment documentation control
- Ensure completeness of shipment documentation and registration requirements for outbound shipments.
- Monitor progress of new product introduction and first customer shipment timeline. Ensure documentation and processes readiness for first customer shipment.
- For on-going active products, monitor the status and needs for logistics documentation, trigger Finance, 3PL or relevant departments for the generation and renewal of Cost Statement or other documents.
Qualification Requirements:
- Degree or diploma in Business or equivalent or Food Science
- Minimum of 5 years experience in customer service function preferably from food and beverage or pharmaceutical industries
- Knowledge of SAP, MRPII or ERP
- Quality systems ISO 9001, ISO 14001, OHSAS 18001 experience would be considered an advantage.
- Good Manufacturing Practices (GMP) experience is required
- Supply Chain post-graduate studies APICS certification would be considered as an advantage
| CPS SG - Customer Service Specialist | Singapore |
