Regional Customer Desk Specialist

Position Summary

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. 

He/she 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 colaborate 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. 

He/she will lead and coordinate cross-functionally for shipment assurance, past due reduction, crisis detection and escalation, support invoicing.

Key Job Areas of  Responsibilities 

'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 or fcst 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 (worrk 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;

* 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 inv to achieve AOP target

* Ensure operating in o9, SAP, MHS and other tools according to the existing procedures

* Ensure standard system tool demand moudle operating smoothly & accurately ( o9, SAP, PBI and etc)

* Take responsiblity to handle other tasks assigned by mgr

'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 requirments 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. 

* Observes work rules and internal HS&E guidelines

Qualifications

Bachelor’s degree on Business Administration, Logistic,or related areas required

'* Minimum 3 years of relevant experience in demand planning or customer service, sales and supply chain

* Previous experience in the automotive industry preferred (OEM, Tier-I)

Key Skills and Knowledge:

* Familiar with customer service methods, methodology & tools with an understanding of their financial and operational impacts

* Strong communication and good at analytical & statistical skills

* English familiar with reading and writing, Korean, Japanese proficiency added advantage

* ERP tools 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

Behaviours:

* Customer focus – understand and follow customer specific requirements

* Analyse 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