Customer Demand & Service Lead

Job Description

We?ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there?s a good chance you?re only ever a few meters away from one of our products. Our world class portfolio of brands ? including Dulux, International, Sikkens and Interpon ? is trusted by customers around the globe. We?re active in more than 150 countries and have set our sights on becoming the global industry leader. It?s what you?d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.Job PurposeIBP - Drive IBP process maturity in the country. Ensure integrated reconciliation and one-set of numbers between Country Commercial team, Supply Planning, Finance. Be the critical bridge between the business (commercial) and supply planning.Demand Planning - Lead Demand Planning activities for the Country and Inventory Health Management for the Country.Customer Service - Facilitate Service Level Agreement (SLA) between Commercial and Supply Chain. Manage Customer Service team to deliver the highest standards of professionalism in interactions with customer to quickly address issues with service, delivery or condition of products. Maintains professional environment for team to continuously improve service and increase customer satisfaction, leading to an increase in sales.Key AccountabilitiesIBP

• Drive IBP process maturity in the country and facilitate DMR (Demand Management Review) preparation and meeting
• Identify gaps between target and unconstrained demand plan. Facilitate gap closing proposal

Demand Planning

• Lead Demand Planning activities for the Country to ensure updated 36 months demand forecast and the Country DMR is operating effectively
• Build monthly forecast using statistical tool and additional market information for 36 months period. ?Translates? the Sales and Marketing plans into a Demand Plan in the forecasting system
• Challenge & manage the assumptions used in the sales forecast in order to inform the correct business decisions and gain learnings to improve future performance.
• Executes Global and BU Demand Planning continuous improvement initiatives in the Country.

Customer Service

• Oversee all aspects of the customer service experience including order management, backorder reduction, invoicing, complaint handling etc.
• Monitor and review process to drive efficiency and effectiveness and deliver Customer Service & OTIF target.

Leadership/ Team management responsibilities

• Work closely with Country management Team, Supply Planning and Logistics to ensure matrix structure operates efficiently to drive both internal & external customer satisfaction
• Stimulates, manages and follows through on employee engagement and capability building of the team.

Experience

• Degree in Supply Chain, Engineering, Business Administration or Science.
• Preferably +5 years working experience in Demand Planning /Demand Management and managing a customer service team in an international environment
• APICS Certified within the last two years. If not APICS certified, willingness to invest time in APICS certification.
• Analytical, can work independently & self-driven, troubleshooting and multi-tasking skills, excellent organizational and time-management skills, decision-making capabilities
• Stakeholder management; able to manage stakeholders in various functions and levels of the organization. Customer service orientation
• Excellent Communication & interpersonal skills; understands and speaks language of internal and external stakeholdersAble to operate with a highly diverse cultural customer / team groups and able to build and maintain strong relationships from a remote position.
• Language requirements: local language and excellent English skills
• System skills: Superlative MS Excel skills, MS PowerPoint, Familiar with ERP system (SAP)

CompetenciesAccepting DirectionAccepting ResponsibilityAcquiring InformationAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ageordisability.Requisition ID:25132

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