Customer Operations Specialist

About the Role

• To manage Supply Chain and Customer Care operations for the Business Unit

Responsibilities

Activities:

A) Supply Chain:

• Demand Planning: Develops demand forecasts by analysing historical data, market trends, forecast by sales, and customer insights to support supply planning and align supply with customer demand
• Inventory and Supply Planning: Plans inventory, replenishment and supply to balance customer demand with product availability, including inventory optimization, purchasing planning, replenishment, supply balancing and supplier coordination to ensure continuity of supply
• Inbound Logistics: Manages the physical movement of goods, including transportation, shipping, and customs, to ensure products replenishment in time for servicing customers current and future forecasted demands

B) Customer Care:

• Sales Admin: Manages the end to end customer order lifecycle, including quotations, order entry, validation, scheduling, changes, delivery coordination, returns and customer communication related with orders
• Outbound Logistics: Manages the physical movement of goods from warehouse to customer location and manages all the necessary process compliance, documentation, customer coordination and communication

Performance Indicators:

• DIO (Days of Inventory Outstanding)
• Provision for Depreciation
• Customer Service Rate (PowerBI)
• Customer Average Delay (PowerBI)
• Customer Backorders (PowerBI)
• Salesforce performance (no. of cases closed in 3 days)

Qualifications

• Degree holder of Business Administration, Logistics related aspects.
• 5 years relevant experiences

Required Skills

Competence requirement:

• Business acumen
• Customer Satisfaction focus
• Time Management
• Adaptiveness to processes & customer's requirements
• Hardworking and initiatives.
• Action Orientated.
• Time Management & Prioritizing tasks
• Ability to multi-task.
• Data Management & Critical thinking

Skills and Level of qualifications:

• Computer literacy.
• Good command of spoken and written English.
• A good team player, effective communication and interpersonal skills and able to work with people from diverse culture
• Responsible, well organized with a strong work ethic and positive attitude
• Highly self-motivated individual who can work independently and with minimal supervision
• Able to manage multi-tasks, with ability to prioritize different objectives and meet tight timelines.
• Strong PC skills especially MS WORD, EXCEL, POWERPOINT, SALESFORCE, PowerBI and familiar with MS Outlook and Office Applications.

Preferred Skills

• ERP knowledge (e.g. Oracle/SAP) is a PLUS