【EC】Demand Planning & Customer Service,Manager,Totsuka

【Objectives of the Position】           

Lead the Demand Planning and Customer Services team to meet customer demand and business targets (eg net sales, delivery capability, inventory, logistics costs), and to support profitable business growth. 

Be a key player and contribute to the S&OP “Sales & Operation Planning” activities of the related business unit(s). 

Drive continuous improvement with KPIs tracking. 

【Main Tasks】 

1. Leadership:  

• Lead the Demand Planning and Customer Services team to achieve defined business targets.  Coach and develop the team based on the development needs and performance evaluation.  Improve the supply chain capability, reliability, efficiency and agility of the team to enable profitable business growth. 

2. Demand Planning Processes:  

• Design and implement the demand planning processes to capture customer demand in a timely manner for supply planning.  Collaborate closely with the relevant business stakeholders to ensure smooth flows of information and materials, and to respond effectively and efficiently to customer needs.   

• Ensure a proper product phase-in phase-out plan with Key Account Management and Customization, to avoid shortage or inventory scrapping. 

3. Customer Services Management:  

• Lead the Customer Services team to achieve customer satisfaction and efficient management of the Order-To-Cash processes.  Coach and supervise the team to meet customers’ requirements. 

• Review all customer complaints and to identify corrective / preventive actions. 

• Collaborate with Key Account Management on the implementation and follow-up of agreed business rules. 

• Drive process optimization, digitalization for simplification and efficiency 

• Visit key customers with Key Account Management on regular basis. 

4. Performance Management:  

• Design and implement a customer service performance management system to track the service levels (Delivery Capability, NCM).  Identify potential drawbacks, take corrective measures, and drive continuous improvement. 

• Monitor core KPIs and drive continuous improvement in the demand planning process (FCA “Forecast Accuracy”, OIV, DIV, Delivery performance e.g. on time in full, Inventory Scrapping). Contribute to performance improvement with related business unit(s). 

5. Collaboration: Maintain collaborative working relationship with:  

• Internal business partners: Key Account Management, Master Production Planner, Customization, Finance/Controlling, Site Logistics, Shared Service Centre; and  

• External business partners: customers, logistics service providers 

【Minimum Educational and Qualification Required for the Position】