REPORTS TO
Customer-Facing SC Mgr
JOB OVERVIEW
Customer-Facing Supply Chain (CSC) team are the SC ambassadors working with customers in demand capture / demand fulfillment and SC solutions, for a purpose of maximizing product availability in the market, optimizing cost-to-serve and bringing excellent customer experience, to contribute to profitable business growth
In CSC team, Customer-Category Demand & Fulfillment works as a Customer & Category champion, coordinating with external at customer level & internal teams at category level for demand capture, supply coordination, service improvement and SC solution deployment.
RESPONSIBILITIES
1. Demand Capture:
+ Before Post/Activity:
- Acquire U Activity (from CCBT, UAM, DSR…) & other information impacting demand sensing creation (TVC, customers & competitor activities, market trend, etc.…)
- Join forecast with customers to get customer’s insight, committed volumes & other information: customer Investment, on/off post… for demand sensing adjustment.
- Negotiate & align with CD (CCD/KA) demand sensing result
+ During Post/Activity:
- Weekly analyze sales pattern & interview customers to understand real demand (extra, ad-hoc…) and adjust remaining activities.
- Negotiate & align with CD (CCD/KA) demand sensing result.
+ End Post/Activity:
- Evaluate post performance to improve demand capture accuracy
+ Baseline:
- Acquire MT’s NSO plan or DT’s liquidation/substitution for FC adjustment
- Analyze FC performance & align with DP.
+ Provide RTM expansion plan for CCD, DP to build long term forecast (IC)
2. Supply Coordination & Stock Allocation:
- Analyze FC vs captured demand (current & projected) & review E2E stock to fulfill customer demand
- Negotiate & align with CD (CCD/KA) for demand adjustment
- Work with MSO/Supply Planning to drive supply responsiveness (adjust production plan, DRP plan,…)
- Negotiate with customers for substitute solutions & manage their expectation.
- Re-allocate stock among customers based on customer’s characteristic & business requirements.
3. Distributor Stock Management
- Monthly review Distributors healthy stock level (week cover) & propose action for stock management
4. Service Level Improvement:
- Analyze Service Level performance by customers, by CAT daily/weekly deep dive root causes
- Follow up & execute solutions with stakeholders to improve SL by both corrective and preventive actions
5. SC Solution:
- Deploy joint value creation SC project with customers
- Manage relationship with customers (at execution/head-office level) by understanding their expectation, concern….
CHAMPION RESPONSIBILITIES
A CCDF AM must take ~ 2 champion roles of the following jobs (depending on the role of his/her manager):
1. REQ
- Monitor REQ compliance
- Consolidate, prepare data and support CSC to build and enhance REQ, Gift process
2. GIFT- Review and work with all stakeholders to maintain healthy Gift stock
- Monitor and work with stakeholder to improve gift performance
3. SAP SYSTEM- Support users for SAP’s system issue and follow up the ticket / IT action progress to fix the system’s issue
4. OSA
- Assist on daily operation
5. TOTAL MT PROCESS
- Assist MT Process Champion in process drawing & implementation to MT team
- Follow up process compliance & efficiency then report to MT Process Champion
6. TOTAL DT PROCESS
- Assist Replenishment champion to implement & follow/ tracking compliance & efficiency of Replenishment process
- Implement new DT process – follow up & ensure for compliance & efficiency
- Assist daily operation and monitor process compliance
- Follow & tracking Mass recall progress to ensure progress meet recall network
7. MEC (Month-End Closing Mgt.)
- Assist on daily operation
8. HUB MGT
- Manage process compliance with CFS & Hub
- Coordinate with VN & CG team to conduct weekly meeting to review issue & ensure issues are resolved or escalated timely and have properly improved solution
9. LOGISTICS CHAMPION
- Analyze data of delivery performance to help provide Mgr insight and solutions
REQUIREMENTS
1. Soft Skills
- Proactive and ownership
- Customer oriented mindset
- Data analytics & logical thinking (>20 points CSC test)
- Great interpersonal skills & negotiation
- Problem-solving skill
- Thorough & pay attention to details
- Passionate about relationship building
2. Professional Skills
- Deep knowledge of category, service levels, customer experience
- Solid knowledge on demand planning & forecasting
- Background on supply planning, logistics & RTM is a plus
- Understanding of E2E SC framework as well as O2C, contractual term and sales.
- Advanced excel, basic power BI
3. Education Level & Experience
- BA degree
- 2-3 year experience in working with big partners in Supply Chain (FMCG is preferred).
- Master in English.
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