Customer Service Senior Director

About the role

To provide strategic leadership on both demand fulfillment deliverables, such as demand planning process improvement, demand planning scenarios analysis, and business contingency planning. To develop demand planning strategy to deliver the most optimum cost, services, and quality. To partner with operations and commercial teams to achieve key KPIs such as forecast accuracy, service level, and new product introduction. To lead and oversee the customer service department, ensuring exceptional service delivery and customer satisfaction. Additionally, to lead IBP process for commercial team and be facilitator of Demand Management Review.

Key responsibilities

• Partner with business units to drive the S&OP process improvement by leading the implementation of the Integrated Business Planning process
• Supervise all demand planning managers and lead the discipline of the demand review process and drive the improvement in forecasting process, including the utilization of statistical forecast tools and building block analysis
• Partner with regional IT to step change APO to the SAP-IBP tool and to implement the SAP - Business Intelligent tool
• Use all available market leads to develop demand planning scenario analysis, business contingency planning, and new product introduction to ensure business continuity and to support business growth
• Develop inventory strategy for finished goods and materials and provide recommendation to operations team on the most optimum production cycle based on this strategy
• Lead and oversee the customer service department, ensuring exceptional service delivery and customer satisfaction
• Develop and implement customer service policies and procedures to enhance the customer experience
• Collaborate with supply chain and operations teams to ensure seamless order fulfillment and address any service-related issues
• Train and mentor demand planning and customer service staff to maintain high performance and professional growth
• Monitor key performance indicators (KPIs) related to demand planning and customer service and drive initiatives to achieve targets

About you

• Bachelor Degree in Engineering or other related degree, depending on experiences
• At least 7 years of experience in related field of Supply Chain, in particular demand management, statistical forecasting, supply planning, logistics and sales management
• Experience in the design, development and leading the IBP/S&OP process
• Working in a matrix organization environment
• SAP, Business Intelligence (BI) and APO
• Strong analytical skills and distribution management knowledge with basic knowledge in manufacturing process
• Knowledge in traditional and modern trade dynamic, and channel management
• Strong communication skills
• Basic negotiation skills
• Strategic planning and Risk Management