The purpose of this role is to lead the team in delivering Customer Service Excellence in the area of order fulfilment for customers as well as value creation to enhance customer's experience to improve our competitive advantage. It includes key account management strategy, all aspects of development and management of an efficient and effective order management process, coordination between Supply Chain Planning, Logistics and other Cross Functions, to deliver exemplary services through innovation and continuous improvement in meeting and beyond customer's expectations.
Specifically this role is to provide leadership to build high performance Customer Service Team to achieve desired results. The role is critical to lead, coach, and develop the capability and competency of team to build sustainable strong foundation of Customer Service.
You will lead the team in delivering Customer Service Excellence in the area of order fulfilment for customers as well as value creation to enhance customer's experience to improve our competitive advantage.
What You'll Do
Customer Service
- Development and management of efficient and effective order management system and process.
- Value creation to customer to enhance customer's experience through positive feedback from Customer Satisfaction Survey.
- Drive Delivery Performance and Leadtime Performance to improve competitive advantage.
- Coordinate cross functionally to deliver goods and services meeting/exceeding customer's expectation.
- Develop and execute robust inventory model to ensure optimum finished goods stock to satisfy customer, at the same time meeting working capital expectation.
- Reinforce best practices and drive continuous improvement in all aspects of customer demand, order management, and overall customer satisfaction.
- Drive innovation in customer service, system, process, and operation.
- Provide leadership and continue to develop team's capability and competency to build high performance team and sustainability.
- Regular customer visits to enhance market and customer understanding to drive innovation customer service solutions.
- Work accuracy of Customer Service Team to mitigate customer complaint.
Demand Planning
- Lead and develop effective forecast models based on industry trends and demand patterns.
- Support Robust Sales & Operation planning (monthly and weekly S&OP) - demand sensing process to bring all parties of the supply chain to better deal with unexpected sales opportunities / shortfalls.
- Drive continuous improvement on demand planning with new technique, digital support, and intelligence.
- Monitor and report on important changes in sales forecasts, budgets, and business strategies.
- Using demand planning methodology and trend/variance root cause analysis- make demand planning corrective actions and improvements.
What You'll Need To Succeed
- Degree in Business Administration or any related discipline.
- At least 8 years experience in Demand Planning/Customer Service/Supply Chain environment with at least 5 years experience of managerial position in related fields.
- Customer focused, and experience in leading a team with diverse knowledge and experience.
At NS BlueScope our success comes from our people. We choose to treat each other with trust and respect. We understand that the range of perspectives that result from having a diverse and inclusive workplace will strengthen NS BlueScope's capability for continued and sustained business success.
