A / General job scope :
The CPD KA Supply Chain Assistant Manager is responsible for developing the Supply Chain relationships with our clients in order to better meet their expectations (service, deadlines, stock in trade, projects etc.
while contributing to the economic performance of the Business Units as well as optimizing stock and cost over the entire chain
B / Org chart :
The job holder will directly report to CPD Customer SC Manager and dotted line to Customer Service Manager
Liaise with buyers & retailer SC as 1st point of contact
Monitor retailer’s catalogue alignment & update retailer’s master data base
Ensure that all processes (especially Disputes & returns) & KPIs (scorecard) are aligned between retailer and L’Oréal VN
Monitor product supply risks, work on minimizing OOS impact, notify retailer of potential issues and conduct root cause analysis on suffered OOS with action plan for correction
Challenge customer’s orders as well as replenishment parameters to meet stock holding targets
Support and coordinate sell in forecast construction by product / account on monthly (ideally weekly) basis with KAMs & Demand Planners on launches and promotions align promotions & launch plan between both parties
Organize and manage 30 / 60 / 90 collaborative sell out forecast and quarterly review meetings
Track promotional sell-out and make necessary adjustments internally and externally
Analyze and challenge monthly stock in trade situation
Lead continuous improvement program with customer
Implement, modify and create necessary processes, reports to gain efficiency, quality, consistency and for right decisions making for this positions and stakeholders.
C / Main responsibilities :
C1. The first 6 months in the roles : Expert in Customer Service (Order processing and Credit Management)
Daily Orders management : Connect Customer Orders from Web, EDI to SAP, and Follow order to cash process to complete order with accuracy, timely and maximize orders’ revenue.
Coordinate cross functions and customers to optimize order processing before, during and after receiving customers’ orders (manage price incorrect, promotion not ready, master data incomplete, stock unavailable, follow up until the delivery completed, handle customers’ querries, complaints)
Tracking, report and analysis for relevant KPI (Service level, Ontime In Full, response time to customers’ complaint...)
Coordinating for stocks return
Customer profile creation, management.
Practice end to end L’OréalVNSupply Chain processes.
KPI : 1) Service level / OTIF 2) Customer satisfaction 3) Complaint.
C2. After 6 months in the roles : Key Account Supply Chain Assistant Manager.
KPI : 1) OSA 2) Stock in Trade 3) Cost to serve 4) Collaboration projects
D / Skills and Qualification :
Experience in Customer Services of FMCG.
Working experiences with Supply Chain processes (Warehouse, Transport, Customs, Customer Service, Planning, Credit management), esp. OTC.
Long experience in working with cross functions (esp. with Sales) and with Customers.
Good leadership skills, ability to motivate others and lead changes.
Good communications and negotiation skills.
Good problem solving skills, passion for creating solutions with a positive attitude to change;
Good planning, organizing skills, attention to details.
E / Ideal profile :
Those who have 5 years’ experience of Customer Care (B2B, B2C), Customer Logistics in FMCG companies.
G / Additional information :
Travel requirement : depend on business situation