Introduction - Organisational Details
Barilla Singapore seeks to recruit the next Regional Customer Service & Demand Manager. The individual will directly report to the President Asia Pacific. The position is based in Singapore.
Job Purpose
Management of Country Contact Center and Area Demand Planning and their performances ensuring the management of customers operations within the Region, by guaranteeing an optimal order cycle management and logistical support, service quality of contact center processes, optimal sales forecast calculation process and the close connection with Central Demand Planning for every issue about product availability and stock issues (included TUS expired product) and by monitoring the proper functioning of the flows of goods and information, in order to maximize the market service of optimum level and at the lowest possible cost, in line with Region objectives and global Supply Chain processes and guidelines. Definition and delivery of optimization projects aimed at minimizing cost, complexity and maximizing service, defining, with Central Supply Chain, any trade off and resolving them with the Business.
Ensure the effectiveness and efficiency of logistic services for APAC Region, by defining strategies / policies / plans / goals / systems, checking the budget, proposing and implementing projects of continuous improvement, negotiating contracts in alignment with HQ and managing relations with local providers, in observance of corporate requirements, policies and guidelines defined by the Logistics Job Family.
Key Accountabilities
1. Problem Solving and Execution
a. Manage autonomously the operational issues of customers within the Region linked to the order to delivery process by cooperating with the Cluster General Managers, leveraging on local Customer Service organization and capabilities, achieving optimal managing of operations in the day-by-day issues in line with company order management process.
b. Establish solid processes aimed at order optimization, implementation of new product launch on SC point of view, management of the claim in an harmonized and consistent manner within the Region.
c. In cooperation with relevant Supply Chain competenece center, implement solid, aligned and harmonized processes for order management, logistic flow, customs management in a relevant number of jurisdiction, claim management, local repacking, demand planning practice and deployment to the relevant Barilla Teams in APAC
d. Manage and coordinate a team of direct reports (SC Managers) responsible for Customer Service and Logistics Services in the Barilla APAC teams ensuring strategic alignment, capability building and aligned execution with local Sales Teams and General Managers.
2.Demand Planning
a. Coordinate Regional Demand, leveraging on local Demand Planning team ensuring timely and accurate generation of Demand Forecast Figure (according to company specifications, both for Supply chain and for business purposese) taking into consideration the inputs coming from all Market teams, ensure the correct sales forecasts input in Demand Planning IT system by the relavnt teams in each Barilla APAC office and the correct communication of Sales Forecast, calculation assumptions and risk areas to Central Demand Planning Unit to contribute to the reliability assessment phase.
b. Ensure continuous Forecast accuracy KPI’s monitoring to improve Sales Forecast results.
c. Ensure the optimal info flow execution about Sales Forecast and Product availability through Supply Chain and Region, supporting in providing the appropriate trade off across markets and overall at Regional Level in case of capacity issues or in case economic viability is requested.
d. Ensure the coordination of the management of the product with expired TUS as well as the coordination of the scarce product management process within the Region.
3. Customer Voice
a. Starting from the customer needs or delivery gaps, act as a single point of contact for the Region in order to ensure the solution of order to delivery issues, logistics executions, by involving the HQ SC competence center units and working in strictly collaboration with the local/central functions.
b. Manage Service Rate result through KPI monitoring and weekly meeting with Logistic/3PL and Region Heads and to proactively address issues and actively participate to customers review on site in order to enhance SC feasibility and effectiveness
c. Contribute with the Customer Service and Planning Competence Center to define network, services opportunities and alternative distribution scenarios, in order to identify cost saving solutions with a proper balance to customer needs and long term sustainability
4. Redesign and Intelligence
a. Proactively collaborate with Customer Service Competence Center Unit in order to identify improvements area/projects and supporting ongoing projects bringing factual based suggestions and inputs.
b. Support his/her manager in the KPI setting together with Supply Chain (Service Level and project accuracy ) target related to the Region.
c. Be active into relevant external technical network by participating to sector conventions and conferences with manufacturers and retailers or logistics in order to promote benchmarking and scouting activities, in order to be updated on relevant solutions adopted by other companies (such as technology platforms solutions, service level agreements and any order procedures) and to capture insight for our relevant ongoing projects
5. Logistic Service
a. Formulate and assess the annual regional logistic costs budget with relation to all logistic activities (transport, storage, handling & distribution services) both outsourced and directly managed, checking, consolidating and analyzing trends and deviations.
b. Negotiate and formalize short-, medium- & long-term agreements and contracts with the providers in order to fulfil market needs, to guarantee excellent service level to our customers, to contribute to the Company sustainability program and to obtain economic benefits, exploiting any possible purchasing synergy across the Group.
c. Lead network design projects in response to the market's evolving requirements, maintaining flows and processes efficiency as well as adequate service levels.
Requirements
- University’s degree in business, management or similar degrees
- 5+ years’ experience in Supply Chain positions
- Leadership skills
- Commitment to very high standards of integrity and business ethics
- Hands-on mentality and results driven
- Positive attitude and learning mindset, ability to solve complex problem being a strong team player, keeping the team engaged and motivated
- Excellent project management and organisational skills
- Strong communication skills both written and verbal. Ability to liaise with and present concepts to multiple stakeholders (from internal management to external agencies/clients and partners)
- Creative flair and passion for food
Additional Information
- Type of contract: local contract.
- Business travels when required.
