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Customer Service Operations Leader

3 months ago

Canada Beiersdorf AG Full time
Your Responsibilities
  • Maintain exceptional service levels for our clientele by proactively identifying and addressing immediate supply and demand discrepancies.
  • Take ownership of short-term service metrics by actively monitoring potential risks and resolving supply-demand discrepancies.
  • Act as the primary liaison between local teams and the Center of Excellence (CoE) to ensure flawless execution of operational plans.
  • Guarantee product availability to meet service level objectives through daily assessments and reporting on out-of-stock (OOS) situations and stock levels.
  • Identify alternative products to offset lost sales or determine if waiting for the next shipment is feasible, particularly relevant for month-end sales targets.
  • Enhance product availability timelines for OOS items to minimize the impact on fill rates, beyond just service levels.
  • Translate volume risks into potential impacts on net sales, addressing whether OOS situations will affect planned outcomes.
  • Provide feedback to local teams and CoE regarding risks and potential opportunities, serving as the contact point for short-term stock unavailability and mitigation strategies.
  • Input service level comments for customer service related to supply constraints, supporting local allocation and reservation processes by sharing product availability information.
  • Manage VAS finished goods inventory, including potential SAS considerations.
  • Facilitate effective decision-making within local operations to enhance management of obsolete, aging, and blocked stock, communicating these decisions to Demand Planning and CoE for optimal execution.
  • Oversee inventory management for marketing and VAS materials, relaying decisions to relevant departments.
  • Propose airfreight requests for approval to mitigate supply risks and track expenditures.
  • Estimate and request provisions for reservation, as well as confirm write-offs.
  • Possess a clear understanding of end-to-end planning processes, including demand planning, S&OP, VAS planning and execution, innovation planning, and supply planning.
  • Manage bottlenecks and support communication with the business regarding operational allocation management.
Your Qualifications
  • Bachelor's degree in supply chain management or a related field.
  • Preferred candidates will have 3-5 years of experience in demand and supply planning.
  • Experience in production planning, master production scheduling, and/or capacity planning is advantageous.
  • Experience in the fast-moving consumer goods (FMCG) sector is a plus.
  • Familiarity with SAP APO and/or R3 is beneficial.
  • Proficient in Microsoft Excel and PowerPoint, with knowledge of VBA and Query being preferable.
  • Demonstrated analytical and problem-solving abilities with a commercial mindset.
  • Strong stakeholder management, conflict resolution, and influencing skills.
  • Able to navigate high complexity, utilizing continuous improvement and digital solutions to enhance business performance.
  • Exhibit decision-making and leadership capabilities.
  • Excellent communication and collaboration skills.
  • Ability to thrive under pressure, managing multiple urgent tasks and occasionally conflicting priorities.
  • Exceptional communication and presentation skills in English.
  • Capable of working independently.
  • Quick adaptability and a willingness to learn.