Customer Service

Recognize and manage all demands for products from customers by driving Sales and operation plan and Master production Schedules:

• Upon receiving of the customer schedules (via EDI, webEDI or paper), ensure that the Customer requirements are integrated into the system and any integration errors are dealt with and resolved. Loading closed orders onto the system.
• Identify & highlight large order variations between the schedules that were forecasted by the Customer & those that are firmed up by the Customer, ensuring that the data has been accurately supplied from the Customer.
• If necessary, release picking lists for the Customers’ deliveries.
• Follow the complete Supply Chain (procurement, production, and shipping) and chase if necessary, ensure that targeted service levels to the Customer are reached. Monitor the safety stock levels and alert when the min / max levels are reached.
• Manage co-operation and logistics issues with logistics external platforms
• Ensure that the correct parameters are applied to each reference (MOQ, lead-time, transportation schedule), and if necessary, initiate corrective action plans.
• Be aware of/integrated in P1 and P0 projects (new references, new packaging, transfers, new Customers…). Ensure that the returnable packaging loops are adhered to, preventing any packaging shortages.
• Prepare the Customs documentation required for exporting if need be.
• On a regular basis, communicate complete, precise & reliable information to the Customer contacts. Adapt the chosen method of communication to the level of the Customer contact. Adapt the frequency to the situation (preventative, curative, crisis).
• Meet the Customer contacts on a regular basis (once a year for major Customers).

Make sure from the complete customer demand (date & quantity), that this demand will be met: Ensure the feasibility of the Customers’ programs internally (MPS Manager (weekly), Procurement and Scheduler (daily)) and if necessary, negotiate the planned delivery dates upstream with the Customer.

• Ensure that the internal scheduling has been launched, taking into account the Customers’ priorities. Make or Ensure the production sequencing based on real customer demand
• Measure the daily service rate for each Customer (using the Customers’ calculation and also the internal Customer Service Rate (CSR) calculation). Propose action plans to improve the service level.

Identify the blocking points and plan appropriate quick actions to solve them:

• Alert sales in the event of a crisis (Customer or internal), to define priorities with the Customer & internally (management, VS for the aftermarket), follow the evolution of any associated action plans. If necessary, escalate through the Logistics Red Alert application.
• Make sure that there is a backup for each Customer & train the backup on the way to manage the Customers’ account; ensure that during holidays the position is covered & that both internal & external Customers are notified in advance of the absence and informed of the person that will be temporarily managing the Customers’ account.