Your Role
Key responsibilities in your new role:
•Customer Collaboration
•Serve as a primary point of contact for customers, providing timely and effective communication on order status, supply chain situation, delivery schedules, and other relevant information
•Develop and maintain strong business relationships with customers to understand their needs and preferences, leverage supply chain as our advantage to gain customers satisfaction and bring business success
•Leading demand/fulfillment forecast and supply chain topics meetings with customers and Account Sales; initiate order behavior improvement measures where is needed
•Review current operation processes and deploy improvement measures in order to optimize the collaboration with the customers and increase customers satisfaction
• Order Fulfillment and Supply Demand Match
• Monitor and strive for on-time delivery of orders; resolve incomplete or blocked orders; analyze and resolve order fulfillment issues, such as stockouts, shipping errors, and delivery delays
•Manage order changes violating the reschedule or cancellation rules internally and with customer
•Collaborate with internal stakeholders, such as supply chain planning team, Product Line Marketing, Logistics to ensure seamless order fulfillment, continuously drive the improvement of demand supply gaps (Customer Request Date vs Customer Delivery Date)
•Manage order changes violating the reschedule or cancellation rules internally and with customer
•Initiate and manage emergency shipments by collaborating with logistics team, manage pre-production shipments and special clearance
•Proactively inform or provide early warming to related stakeholders in CLM, Supply Chain Planner & Sales Team regarding expected changes in customer demand and initiate appropriate measures and actions
•Maintain CLM KPI scorecard metrics to measure order fulfillment performance
•Support the setup of advanced supply chain concepts (e.g., B2B/EDI , ICP , Consignment, call-offs, wafer business )
• Customer Escalations Management
•Strive to avoid escalation situations in collaboration with Supply Chain Planner, Customer allocation team, gCLM or Disti CLM where possible
•Raise the appropriate escalation ticket and drive for supply improvement to avoid customer production line down
•Obtain and verify information from the customer in relation to line down date & time, minimum run rate, drop dead quantities, etc.
• Analytics & Reporting
•Use standard and customer-specific reports to analyze and understand customer demand trend & order behavior, demand fulfillment, lead- time and supply chain KPIs to drive business decisions
• Support / Miscellaneous
•Understand customer supply chain end-to-end and strive to reduce complexity by developing customer insights and market intelligence (e.g. Supply Chain channel, product know-how, market development)
•Support monitoring contractual compliance based on agreement
• Review current operation processes and deployment of improvement measures (e.g. EDI, logistics programs, Supply Chain concepts)
•Support company revenue through optimize supply and on hand inventory
•Manage order handling complaints with customers and goods returns ; initiate and communicate RMA process
•Challenge the customer on rescheduling and cancellation (within freeze window) and provide an early warning of demand softening signals internally (outside freeze fence)
