Customer Desk Specialist

Garrett Advancing Motion is the true pioneer of automotive powertrain technologies dating back more than 60 years. It continues today as the world’s leader in technology solutions for passenger cars, commercial vehicles, and off-highway equipment. Garrett supplies technology to nearly all major automakers in addition to the global aftermarket under the Garrett brand name. As a result, unlike many other OEM or supplier organizations, Garrett Advancing Motion has visibility across a broad range of OEM’s and Tier 1 suppliers. 

Regional Customer Desk Specialist will be responsible for providing excellent customer experience by managing Customer demand/orders, preparing and executing the shipments plans in an efficient way, to best satisfy the Customer demand. They will work with Regional Demand Planning Manager, Statistical Analyst, Reporting, Product Life Cycle Planner & Customer Management Team for aligning the demand volumes and secure a robust short term rolling period (current month + 3 months) forecast, improve forecast accuracy and ensure adherence to the weekly forecast submission deadlines. Regional Customer Desk Specialist will collaborate with customer to clarify demand variation and try do drive volumes normalization for short term period, and in parallel will work with Garrett Supply Chain Organization for demand variation impact mitigation action plan. They will lead and coordinate cross-functionally for shipment planning, past due reduction, ASN - Invoicing - GR - Payment Receipt from customers. 

Responsibilities include:

• Customer Demand Management
  • Responsible for customer demand integration/update in SAP (EDI, e-mail orders/forecast, POs, including INTERCO demand);
  • Apply work instructions and troubleshooting guide to integrate EDI/demand following Customer data refresh cadence.
  • Timely solve EDI integration errors by addressing root cause;
  • Follow standard demand planning process, check weekly demand vs sold capacity, demand variation vs tolerance agreed with the Customer and escalate deviations (work with Customer Management Team to properly communicate to the Customer and reject EDI/demand as necessary);
  • Analyze demand, ask questions, investigate, challenge demand forecast variation (check and confirm with the Customer and Sales Manager);
  • Responsible for demand arbitration & shipment planning on weekly basis, validates weekly Customer Desk Forecast with the Regional Demand Planning Manager
  • Provides daily logistics interface between plant and customers;
  • Ensures compliance with daily and weekly delivery plan for its own portfolio of clients;
  • Follow-up on delayed deliveries to customers and optimize special shipments to customers;
  • Follow-up on logistic complaints, implement improvement actions and secure closure for logistics claims (provide 8D reports and 5Whys in customer portals).
  • Monitor and report delivery performance (OTTR – On Time To Request) in client-specific portals and internal tools and define and implement actions to improve performance for assigned portfolio of Customers;
  • PD management (daily/weekly verification and follow-up on recovery plan); * Manage customer relationship, handle communication and follow Customer specific requirements and MOS;
  • Interacts with regional logistics processes - (SIOP, operations strategy)
  • Provides support for production transfers and the introduction of new products in manufacturing (PIPO) and take the necessary actions to avoid E&O (excess and obsolete) in line with PIPO process.
  • Optimizes the FGI (finished goods inventory) level and makes sure it is in line with the goal established in the SIOP process
  • Ensure operating in o9, SAP, MHS and other tools according to the existing procedures
  • Participates in all meetings for which its function is necessary (daily meetings level 2,3 or 4, as the case may be, weekly / monthly meetings, etc.)
  • Performs other duties from the superior hierarchical levels as assigned
• Functional KPIs
  • Weekly check MAPE and BIAS at PN level;
  • Customer OTTR and Past Due with customers for OEM, OES, IAM market;
  • Delivery performance analysis (Customer Portal Analysis and Customer OTTR Analysis)
  • Measures the level of customer satisfaction (CDI, NPS) and defines the action plan for its improvement;
  • One Team: Discuss and align assumptions with Customer Management at required & meaningful level.
  • Continuous Improvements: Follow defined standards and guidelines. Propose and implement improvements.
  • Check and address with improvement top offenders 
• Internal Alignment and Collaboration
  • Collaborate with Supply Chain functions, Sales Team and Plant warehouse/logistic teams to align on demand forecast & shipment plan
  • Ensure adherence to Global processes (Demand planning, PIPO, NPI process, etc.) to meet assigned functional KPIs (Customer OTTR, Past Due, Inventory, E&O, Premium Freight)
  • Operate and perform daily activities following standard processes, GEM requirements and according to IATF 16949:2016 and ISO 9001:2015
  • Actively participates in weekly demand planning, SIOP meetings with ensuring successful completion of assigned deliverables
  • Support statistical analysis reporting on demand forecast and related KPIs
  • Follow-up and adjust arbitrated demand in case change of references (dash change; phase in/phase out) to avoid excess and obsolete. 
  • Performs other duties from the superior hierarchical levels as assigned
  • Observes work rules and internal HS&E guidelines 

Basic Qualifications:

• Bachelor’s degree on Business Administration, Engineering or related areas required
• Minimum 5~8 years of relevant experience in demand planning or customer service, sales and supply chain
• Previous experience in the automotive industry preferred (OEM, Tier-I) 

Additional Desired Qualifications:

• Key Skills and Knowledge:
  • English proficiency level; Spanish, Portuguese proficiency added advantage
  • Proficiency in customer service methods, methodology & tools with an understanding of their financial and operational impacts
  • Strong analytical & statistical skills
  • ERP tools viz o9, SAP skills required and other software related to demand planning preferred
  • Experienced with MS Office (Excel advanced, PowerPoint, PowerBi etc.)
  • Presentation and communication skills 
  • Preferred - Six Sigma Green Belt Certification / equivalent certification
• Behaviors
  • Customer focus – understand and follow customer specific requirements
  • Analyze and challenge forecast data, investigate variations
  • Spot risks of forecast deviations and communicate internally, share information, collaborate and validate findings
  • Self-learning, seek for continuous improvement
  • Well organized to manage multiple competing priorities in parallel
  • Work accurate and follow the weekly MOS
  • Team player 

Garrett is an Equal Opportunity Employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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