Planning & Customer Service Supervisor

The Planning & Customer Service Supervisor is a supervisory and decision-making role responsible for providing leadership and oversight to the Planning & customer service department, ensuring that the standards of execution handled by Customer Service Specialists are maintained across its region.

This role is responsible for synchronizing operations between plants, the sales force, and the regional customer base to guarantee business reliability and excellence in service delivery.

This is a supervisory and decision-making role, not an execution or clerical position.

1. Team Leadership & Performance Management

• Personnel Oversight: Supervise the Customer Service Specialist team, ensuring all SAP Sales Order (SO) conversions and customer acknowledgments meet company standards.
• Training & Development: Guide the team in mastering SAP B1 and advanced computer applications to ensure system data integrity.
• Escalation Handling: Act as the final point of contact for complex customer inquiries or unresolved operational concerns.

2. Strategic Operations & Inventory Alignment

• Production Planning: Collaborate with the Production team to develop the weekly Production Plan to ensure optimal availability of Finished Goods (FG).
• Supply Planning Oversight: Review daily Production Plans developed by the team to ensure Finished Goods (FG) availability aligns with sales forecasts and customers demand.
• Inventory Optimization: Implement strategies to optimize floor inventory and proactively manage aging stock to ensure product freshness.
• Logistics Efficiency: Supervise the planning of deliveries and customer pull-outs, focusing on co-loading optimization to minimize organizational costs.

3. Cross-Functional Coordination

• Credit & Quality Control: Oversee coordination with Credit and Collection for account status and ensure Quality team notifications regarding returns are handled promptly.
• Delivery Planning: Partner with the Logistics team to plan deliveries, optimize co-loading to minimize costs, and maximize/accelerate customer pull-outs.
• Shelf-Life Management: Proactively manage and minimize aging inventory to ensure product freshness.

Profile and Requirements

Educational Background

• College Graduate in Business Administration, Industrial engineering or a related field (preferred)
• Trained in Supply Chain fundamentals

Experience

• Minimum 3 years in a customer service industry supervisory role (required)
• Proven experience in people/customer management (required)
• Experience with SAP B1 and/or Databases (required)
• Feed or agri-industry experience is a strong advantage

Skills

• Knowledge of Customer relationship management.
• Knowledge of Supply Chain and Planning.
• Proactive Communicator
• Able to handle pressure, daily operational issues, and escalations
• Advanced proficiency in working with computers and system applications
• Excellent organizational skills and attention to detail.
• Critical thinker and problem solver

Mindset

• INTEGRITY
• Execution-oriented, not theoretical
• Output oriented and detail-driven
• Firm but fair leader / clear communicator
• Comfortable with accountability and operational reality
• Continuous Improvement and Customer Service excellence

This role owns execution, costs, people, and results.

Why This Role Matters

This role is essential because it directly impacts business reliability by guaranteeing that every Purchase Order is served complete and on time while maximizing customer satisfaction.