Customer Service Supervisor

ROLE OBJECTIVE

To establish "Single source of Truth" by integrating and maintaining all Key performance metrics of SCM/CS LIVE through Tableau/Power BI

To define the Capacity/Demand ratio for each part at each source location and make a trigger mechanism for new capacity

To optimize the supply network by exploring opportunities to increase sea vs Air movement from Source country to India Warehouse and exploring clubbing opportunities at Source. Need to closely work with SCM team and Global Logistics team for integrated results.

To continuously monitor the ageing stock (SCM) and ageing orders (CS)

RESPONSIBILITIES

**Capacity/Demand ratio:**Establish the C/D ratio of each part in each source plant and work with Planner for getting enhanced capacity as per demand. Also work with Demand team and Sales Marketing to get validated 24 months forecast

**Supply Network Optimization:**To optimize the supply network by exploring opportunities to increase sea vs Air movement from Source country to India Warehouse and also exploring clubbing opportunities at Source. Need to closely work with SCM team and Global Logistics team for integrated results.

**Monitor ageing stock and orders:**To continuously monitor the ageing stock (SCM) and ageing orders (CS) and work with CS/SCM/sales marketing to liquidate those stocks/orders.

**Analytics:**Work with application and product marketing and managing alternate part master.

EDUCATION/KNOWLEDGE

• MBA in Supply Chain
• Expertise in Excel
• Understanding of Tableau/Power BI
• Understanding in SAP IBP

CRITICAL EXPERIENCE

• 2 to 5 years of experience Handling large scale transformational SCM projects like SAP IBP/APO.

• Extensive exposure to Excel/Macros.

• Experience in Plant production planning.

COMPETENCIES

• SAP IBP - Conduct the IBP execution starting from demand review, supply review and integrated reconciliation

• Strategic agility - Long Term capacity planning.

• Supply network planning - Supply Network optimization by choosing the right network (Factory - SKU's - Depot) based on the minimum total delivered cost (Freight Cost, Conversion Cost, Raw material cost and Tax benefit).

• Frequency from factory to warehouse).

• Ability to understand customer requirements.

• Stakeholder alignment - Developing relationships and partnerships with key customers, industry leaders and core suppliers.

MOTIVATIONAL/CULTURAL FIT

• Problem solving
• Passion for work
• Results driven
• Clear and concise communication

Job Overview

Responsible for the day-to-day management of the Customer Service team and its activities.

Job Requirements

• Managing a team of customer service associates, focusing on time and attendance, performance reviews, and career development.
• Enabling team members to solve problems and empowering them, when appropriate, to implement solutions on their own.
• Investigating and resolving customer issues; building and maintaining strong business relationships with customers.
• Establishing customer service work processes and standards in line with organizational customer service initiatives and goals.

What your background should look like

Generally requires Bachelors degree in appropriate field or local equivalent with a minimum of 3 years of progressively responsible professional level experience