Job Description

Date: Jul 15, 2022 Location: Singapore, SG Company: AkzoNobel

Key Accountabilities

IBP

• Drive IBP process maturity in the country and facilitate DMR preparation and meeting
• Identify gaps between target and unconstrained demand plan
• Facilitate gap closing proposal
• Hold together the approval/ escalation process for the Country. Gatekeep approvals/escalations
• Ensure integrated reconciliation and one-set of numbers between Country Commercial teams, Supply Planning, Finance.

Demand Planning

• Lead Demand Planning activities for the Country to ensure updated 36 months demand forecast and the Country DMR is operating effectively
• Build monthly forecast using statistical tool and additional market information for 36 months period
• “Translates” the Sales and Marketing plans into a Demand Plan in the forecasting system
• Challenge & manage the assumptions used in the sales forecast in order to inform the correct business decisions and gain learnings to improve future performance.
• Responsible for master data required to perform statistical forecasting (e.g. corrected history)
• Looks for choosing the most adapted forecasting model per product group and customer group
• Responsible for making sure that all sales area managers and account managers enrich the forecast in time
• Refine forecast based on latest information on a day to day basis. Understand the impact of changes in the forecast on the wider business and keep Marketing/Finance and Supply chain informed of any changes.
• Manage, analyse and take learnings from abnormal customer demands to inform decision making with the S&OE process, whilst striving to meet Customer service requirements.
• Gain Customer expertise and liaise directly with customers to understand their future business plans and activities.
• Drive root cause analysis and improvement actions to achieve targeted forecast accuracy and bias
• Ensure forecasts uploaded to enable MRP to execute well and correctly
• Executes global and BU Demand Planning initiatives/ ALPS Plan initiatives in the Country, particularly driving ALPS IBP, Demand Planning processes to improve forecasting accuracy.
• Implementation of Eye-On in the MSU and APS aligned to Global timelines
• Integration of demand planning and sales huddle for timely enrichment of statistical forecast and inputs for Weekly S&OE
• Assist with implementation of SMART
• Facilitate SLA between Commercial and Supply Chain including replenishment model as per agreed customer segmentation within the Country
• Facilitate Service Level agreement between Commercial and Supply Chain
• Ensure deployment of SLA, RCCA to improve and periodic review to keep SLA relevant
• Support Commercial Head and Supply Planning with Inventory Health Management via IHART
• Support IHART deployment for the Country by providing an updated forecast for FG.
• Actively reduce inflow of slow moving & obsolete inventory via improved demand planning, increased forecast accuracy.

.

Customer Service

• Oversee all aspects of the customer service experience to troubleshoot process and procedure including making improvements of customer service quality
• Define and implement new effective process for customer service representatives to interact with customers to support the business and its development
• Monitor and review process for ways to make procedure more time and cost effective
• Develop and implement market oriented & project related activities to support business objectives
• Organize, coordinate and monitor customer order processing and product distribution
• Implement in co-operation with Sales manager, improvement on process efficiency, improvement on work process, material options
• Supervise quality of co-operation between customer service and field force regarding administration of customers’ orders. Closely co-operate with logistic function to maintain consistency in approach towards customer service in the organization
• Execute projects to enhance customer satisfaction

Leadership/ Team management responsibilities

• Lead ‘Demand Analyst ‘& ‘Customer Service’ servicing the commercial units
• Work closely with CU management Team, Supply Planning and Logistics to ensure matrix structure operates efficiently to drive both internal & external customer satisfaction
• Ensures job profiles are in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions.
• Regularly assesses and discusses talent and internal movement. Continuously monitors and evaluates retention risk
• Stimulates, manages and follows through on employee engagement and builds on the workforce to reflect the societies and markets in which we do business (D&I).
• Creates an open Environment in the team where all people can perform at their best and stimulates the development of others and ensures an engaged team
• Ensures reporting line is fully informed and acts in line with HSE and Compliance regulations
• Takes ownership by representing the Country Management Teams towards own team and vice versa
• Manages and plans relevant (departmental) budget and proactively manages the costs
• Reports on progress on a continuous base
• Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes
• Build team spirit and foster a culture service excellence and continuous (service) improvement
• Plans and organizes distribution of daily tasks to individual workload to efficiently use available resources, and signals issues in capacity to management.

Experience

• Degree in Supply Chain, Engineering, Business Administration or Science.
• Preferably +5 years working experience in Demand Planning /Demand Management and managing a customer service team in an international environment
• APICS Certified within the last two years. If not APICS certified, willingness to invest time in APICS certification.
• Analytical, can work independently & self-driven, troubleshooting and multi-tasking skills, excellent organizational and time-management skills, decision-making capabilities
• Business acumen, understand requirements from internal and external customer and acts upon these
• Stakeholder management; able to manage stakeholders in various functions and levels of the organization. Customer service orientation
• Coordinating skills; Prioritize and coordinate different requirements to ensure customer satisfaction and solid end to end delivery
• Excellent Communication & interpersonal skills; understands and speaks language of internal and external stakeholders
• Able to operate with a highly diverse cultural customer / team groups and able to build and maintain strong relationships from a remote position.

.