Deputy Manager - Customer Service and Order Management

Thermo Fisher Scientific · Mumbai

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Essential Job Functions and Accountabilities:

Advanced Degree (MBA preferred in Operations/Supply Chain) or
Bachelor’s degree with 5 to 7 years of experience in Order Management, Customer Service, Demand Planning, Supply Planning and Procurement

Order Management and Customer Service:

Support and execute overall process of customer service & related interfaces with customers including quote processing and order processing, understand customer requirement & expectations and drive fulfilment.
Ensure timely Order Booking in SAP based on customer orders getting registered through various sources like, Web Portal, ESKER and Manual PO’s
Ensure the ‘customer PO to Order Booking’ SLA is met
Proactively communicate order status, shipment milestones, and any risks, providing solutions before issues impact the customer.
Ensure error-free documentation and timely shipment execution to create a hassle-free customer experience.
Exercise necessary controls w.r.t. backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc. Validate/ plug inputs and resolve discrepancies (internal/ external stakeholders) and 100% adherence to Audit related Order Management guidelines

CAS: CAS (Customer Allegiance Score): Consistently monitoring and achieving CAS Score on monthly basis and devising plans to improve target scores with Projects and actions.

Demand Planning:

Generate monthly and quarterly forecast post discussion with commercial team on consensus forecasting numbers.
Responsible to define MTS and MTO product classification to achieve right inventory as per the AOP
Responsible to drive SIOP process which includes sales, factory, and product management team to align entire demand and supply and generate the consensus forecast.
Responsible for close coordination with other procurement planners in terms of sharing the forecast and issue resolution.
Responsible for developing the ROP level to meet proper demand and supply balance.
Responsible for coordination with Global Factories to expedite supplies
Measure and report forecast accuracy, propose, and implement solutions to improve forecast accuracy.
Leading Revenue execution calls.

Supply Planning and Procurement

Defining the Safety stock levels across network and monitor them per stocking norms.
Ensure timely placement of orders, follow-up for materials, track delivery.
Ensure there are no controllable stock out of materials.
Inventory investment / planning MTO inventory through decision paper process
Share the entire visibility to customer service team to create customer wise visibility for commercial team.
Work with Export- Import team to clear the consignment.
Follow up with warehouse for material GRN.
Data Analytics and Process Improvements
Responsible to support line manager for business analytics from demand and supply point of view
Use various techniques to automate the reports and analysis.
Responsible to support line manager for business analytics for ongoing projects directly related to planning and procurement function.