Customer Service

Customer Service & Logistics Development Specialist

**Accountabilities**:

- 1. _Customer Engagement _

Major Action:
Leads business planning and operational reviews with customers focusing on:

- Customer Supply and Replenishment planning and forecasting
- Supply Chain programs such as Vendor Managed Inventory, Joint Business Planning, etc
- Supply chain capability build/ enhancement
- Continuous improvement in warehousing, logistics and distribution costs
- Establish strong collaboration/partnerships with strategic customers and provide customized solutions within KC operating norms
- Lead and drive service level improvement programs within KC and customers. Establish Service Level Agreement metrics and delivery requirements with customers to achieve Case Fill Rate and avoid delivery rejections/penalties
- Manage customer expectations on supply; highlight risks on Out-of-stock to Customer Warehouse/Trade and unserved penalties to KC internal teams (Sales, Finance, Trade Marketing, Demand, Logistics Operations)
- Effective customer collaboration programs and coordination with other functions within Customer team (Sales, Finance, Trade Marketing, Demand) and act as SPOC for Supply chain in customer engagements

Expected End Result:

- Availability of FG stocks to sell; optimized order processing, liaising with customers and distributors uniformly across the days in the week.
- Optimum inventory levels at customer/trade
- Track and improve forecast accuracy
- Finished Goods returns management/reduction
- Supply Chain digitalization
- 2. _Distribution and Warehouse Operations _

Major Action:

- Analyse the distribution network that will optimize cost to serve and meet quality and service parameters in collaboration with Sales, Logistics and Finance.
- Provide assessment on potential distributor’s capability on warehousing and distribution and drive compliance to KC Quality standards.
- Increase Supply Chain capability of key distributors - Encourage continuous improvement by sharing best practices in warehousing, inventory and fleet management to be able to scale-up their operations.

Expected End Result:

- Identification of new customers/ business expansion
- Improvement in distribution cost
- Truck utilization improvement working with distributors (shared with outbound logistics team)
- Attainment of good/satisfactory Good Warehouse Practices and QA audit for key GT customers
- Distributor Assessment and Development checklist achievement
- 3. _Customer Financial Risk and Transaction_

Major Action:

- Ensure customer supply chain programs are in-line with P&L targets for the channel/customer
- Align with Finance and Sales team on the target setting of trading terms related to Bad Orders allowance, delivery penalties, etc to reduce overall distribution cost/cost to serve
- Provide Supply Chain inputs on customer/distributor contracts pertaining to Service Level/delivery agreements, replenishment parameters, and KC Quality standards.

Expected End Result:

- Achievement of Cash Conversion Cycle targets, External Cost Savings and Distribution Cost
- Improved in Days Sales Outstanding (DSO)

4. Organizational Excellence

Major Action:

- Represent Integrated Supply Chain in the Customer Joint Forecasting and Joint Business planning meetings.
- Drive issue resolution, liaising with internal stakeholder to ensure CFR attainment and avoid OOS.
- Regular joint customer visits and establish joint scorecards.

Expected End Result:

- Improved Cost and profitability
- Preferred Supplier status, increase in CFR/Service level (SAMBC)

**Scope & Job Nature**:

- The Customer Service and Logistics Development Leader is responsible for the following:

- Identify and Implement Customer Service and Logistics Improvement and Efficient Replenishment Initiatives
- Customer Inventory Management
- Manage Customer Supply Chain Relationships
- Establish drumbeat process
- The Customer Service and Logistics Development Officer must have high analytical and problem-solving skills as well as strong customer orientation to be able to drive cost-to-serve and service level improvements with key customers
- The incumbent will have a clear understanding of the business and key results and objectives

**Qualifications & Experience**:
Essential
- Minimum 5 yrs Experience in FMCG, In-depth knowledge of order - to -cash cycle and/or customer management; preferably in a supervisory role
- Knowledge in customer operating systems (SAP, JDE, Microsoft business software)
- Knowledge in inventory movements (system and physical)
- Customer orientation, strong influencing, and negotiation skills
- Strong Analytics and problem-solving skills

Desirable
- Strong presentation skills
- Process/Project Management
- Intermediate understanding of customer finance
- Experience in Vendor Managed Inventory, Joint Business Planning

**Global VISA and Relocation Specifications**:
**Primary Location**: Malaysia - Petaling Jaya

**Additional Locations**:
**Wor