Key Responsibilities:
- Proactively ensure order processing according to the agreed delivery date with customers, product availability and DC capacity and follow-up until the delivery for the QC customers
- Manage arbitration according to rules predetermined with the business
- Identify out of stock items to take the necessary actions: substitutions, modify delivery date, inform customers and sales team
- Define customer allocations for products with limited available quantities, run what if scenarios and release to DC for preparation
- Demand forecast analysis shared by ecomm customers which needs to be aligned with distribution planners to improve the efficency of operations .
- Ensure seamless order management through –
- Managing channel/customer Catalogue
- Managing the stock norms for each distributor (implement ARS)
- Defining the ordering frequency and MOQ by customer
- Efficiently answer to the client's requirements (deadlines, shortages, information, disputes)
- Record, analyse and follow up the dispute's situations (complains, deductions, returns etc.) in accordance with the sales and finance teams, and the physical distribution
- According to the organisation, participate in the implementation of projects in collaboration with the client (ex: information sharing, stock levels optimizations etc.)
- Management of customer Supply chain scorecards
Key Performance Indicators -
- Service rate for QC customers & <0.5% impact of catalogue issues on service rate
- Adherence to order processing TAT defined for channels/customers
- Customer range availability; customer days of stock and inventory quality (ARS implementation)
- RCA analysis & reporting on Service & TAT Deviations
Minimum Qualifications/ Must Haves -
- Graduate (Engineers preferred)
- 3+ years of experience in Order to Cash role in CPG companies
- Experience of managing B2B Ecom/MT/QC accounts
- Working experience of SAP ERP is a must
- Process expertise (sig sigma or similar certifications) is an add on
- Analytics skills and good working knowledge in excel
- SAP ERP working knowledge
- Ability to communicate clearly and engage with multiple stakeholders across functions
- Willing to upskill, unlearn and learn
- Past experience in managing operations at FMCG, Consumer Durables Brand
- Understanding of Amazon and FK operational terminology and well versed with platforms to manage the operations at large scale .
