Regional Demand Planning and CS Manager-Global Chemical Company
Michael Page
- Shanghai
- Permanent
- Full-time
Manages regional customer service team in business interactions with external customers, ISC and Logistics and Finance colleagues to ensure accurate orders' processing, complaints' registration, management and product delivery.Demand Planning:
- Acts as demand step manager within the Integrated Business Planning (IBP) process, facilitates the monthly IBP DMR meeting and contributes to the development of the Integrated Business Planning process.
- Participates in monthly meetings with Sales and Marketing counterparts to improve demand forecast accuracy for respective customers and products. Challenges and assists sales counterparts to continuously improve forecast quality and pipeline management.
- Develops demand forecasts (operational and financial forecasts) at multiple levels of aggregation for multiple time horizons as part of Integrated Business Planning process.
- Reviews historical sales and marketing trends, researches demand drivers, prepares forecast data, develops statistical forecast baseline and models. Gathers and validates data relating to volumes, revenues and gross margin, analyzes generated statistical forecast models and applies error analysis techniques on generated results to further improve forecasting accuracy. Interacts with sales and marketing to understand demand forecast drivers.
- Leverages the newly rolled-out OMP tool under the Advanced Planning Transformation to bring about the step-change in demand management and forecast accuracy
- Coordinates and communicates customer action plans with and provides input to the Supply organization in developing inventory strategies on existing items, new products and product phase-outs.
- Achieves consensus on operational demand forecasts by facilitating a collaborative planning process with sales, marketing and finance colleagues, prepares relevant material to facilitate research and discussion.
- Prepares and maintains relevant reports and KPI's (e.g. Bias) related to demand planning process
- Ensures that current and accurate information is obtained for demand forecasts by utilizing a collaborative and consensus approach when collaborating with Sales, Marketing and Finance.
- Sales support:
- Effectively engage, develop and lead the customer services teams for the relevant segments across the region. Provides initial and follow-up training for all direct reports as well as continuous flow of information regarding products and customer service-related guidelines
- Develops and implement approved improvements in customer service procedures.
- Organize, coordinate and monitors customer order processing and products distribution (including, adherence to adequate standard operating procedures).
- Effectively engage, develop and lead the customer services teams for the relevant segments across the region. Provides initial and follow-up training for all direct reports as well as continuous flow of information regarding products and customer service-related guidelines
- Develops and implement approved improvements in customer service procedures.
- Organize, coordinate and monitors customer order processing and products distribution (including, adherence to adequate standard operating procedures).
- Based on collected feedback, creates templates of periodical reports for subordinated unit as well as collects and analyzes results achieved within customer service activity field.
- Determines and supervises process of registering / filing / archiving of customer service-related documentation.
- Represents supervised unit during periodical internal / external audit.
- Closely cooperate with Sales and Operations to maintain consistency in approach towards customer service in the organization.
- Manage quality of cooperation between customer service unit and field force regarding administration of customers' orders.
- Manage resolution of specific concerns of major customers and mobilizes resources guaranteeing their professional handling.
- Knowledge & Work Experience - Paints & Coatings industry, or B2B industry environment, with 10 years of work experience in customer services and support / customer demand planning functions
- Strong proficiency in the use of SAP / Oracle or similar ERP systems
- Minimum Bachelor Degree in business management or related field.
- Skills - Leadership, managerial skills, stakeholder management, communication and presentation, customer service orientation, conflict management, commercial and business acumen, basic understanding of financial concepts related to sales and customer services