Customer-Category Demand & Fulfillment (CCDF)

REPORTS TO

Customer-Facing SC Mgr

JOB OVERVIEW

Customer-Facing Supply Chain (CSC) team are the SC ambassadors working with customers in demand capture / demand fulfillment and SC solutions, for a purpose of maximizing product availability in the market, optimizing cost-to-serve and bringing excellent customer experience, to contribute to profitable business growth

In CSC team, Customer-Category Demand & Fulfillment works as a Customer & Category champion, coordinating with external at customer level & internal teams at category level for demand capture, supply coordination, service improvement and SC solution deployment.

RESPONSIBILITIES

1. Demand Capture:

+ Before Post/Activity:

- Acquire U Activity (from CCBT, UAM, DSR…) & other information impacting demand sensing creation (TVC, customers & competitor activities, market trend, etc.…)

- Join forecast with customers to get customer’s insight, committed volumes & other information: customer Investment, on/off post… for demand sensing adjustment.

- Negotiate & align with CD (CCD/KA) demand sensing result

+ During Post/Activity:

- Weekly analyze sales pattern & interview customers to understand real demand (extra, ad-hoc…) and adjust remaining activities.

- Negotiate & align with CD (CCD/KA) demand sensing result.

+ End Post/Activity:

- Evaluate post performance to improve demand capture accuracy

+Baseline:

- Acquire MT’s NSO plan or DT’s liquidation/substitution for FC adjustment

- Analyze FC performance & align with DP.

+ Provide RTM expansion plan for CCD, DP to build long term forecast (IC)

2. Supply Coordination & Stock Allocation:

- Analyze FC vs captured demand (current & projected) & review E2E stock to fulfill customer demand

- Negotiate & align with CD (CCD/KA) for demand adjustment

- Work with MSO/Supply Planning to drive supply responsiveness (adjust production plan, DRP plan,…)

- Negotiate with customers for substitute solutions & manage their expectation.

- Re-allocate stock among customers based on customer’s characteristic & business requirements.

3. Distributor Stock Management

- Monthly review Distributors healthy stock level (week cover) & propose action for stock management

4. Service Level Improvement:

- Analyze Service Level performance by customers, by CAT daily/weekly deep dive root causes

- Follow up & execute solutions with stakeholders to improve SL by both corrective and preventive actions

5. SC Solution:

- Deploy joint value creation SC project with customers

- Manage relationship with customers (at execution/head-office level) by understanding their expectation, concern….

CHAMPION RESPONSIBILITIES

A CCDF AM must take ~ 2 champion roles of the following jobs (depending on the role of his/her manager):

1. REQ

- Monitor REQ compliance

- Consolidate, prepare data and support CSC to build and enhance REQ, Gift process

- Review and work with all stakeholders to maintain healthy Gift stock

- Monitor and work with stakeholder to improve gift performance

- Support users for SAP’s system issue and follow up the ticket / IT action progress to fix the system’s issue

4. OSA

- Assist on daily operation

5. TOTAL MT PROCESS

- Assist MT Process Champion in process drawing & implementation to MT team

- Follow up process compliance & efficiency then report to MT Process Champion

6. TOTAL DT PROCESS

- Assist Replenishment champion to implement & follow/ tracking compliance & efficiency of Replenishment process

- Implement new DT process – follow up & ensure for compliance & efficiency

- Assist daily operation and monitor process compliance

- Follow & tracking Mass recall progress to ensure progress meet recall network

7. MEC (Month-End Closing Mgt.)

- Assist on daily operation

8. HUB MGT

- Manage process compliance with CFS & Hub

- Coordinate with VN & CG team to conduct weekly meeting to review issue & ensure issues are resolved or escalated timely and have properly improved solution

9. LOGISTICS CHAMPION

- Analyze data of delivery performance to help provide Mgr insight and solutions

REQUIREMENTS

1. Soft Skills

- Proactive and ownership

- Customer oriented mindset

- Data analytics & logical thinking (>20 points CSC test)

- Great interpersonal skills & negotiation

- Problem-solving skill

- Thorough & pay attention to details

- Passionate about relationship building

2. Professional Skills

- Deep knowledge of category, service levels, customer experience

- Solid knowledge on demand planning & forecasting

- Background on supply planning, logistics & RTM is a plus

- Understanding of E2E SC framework as well as O2C, contractual term and sales.

- Advanced excel, basic power BI

3. Education Level & Experience

- BA degree

- 2-3 year experience in working with big partners in Supply Chain (FMCG is preferred).

- Master in English.

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