Demand Planning and Customer Service Manager

Job Title: Demand Planning and Customer Service Manager
Contract Type: Permanent
Location: Selangor
Salary: Attractive
Contact Name: Christine Ow Yong
Contact Email:
Job Published: February 26, 2019 11:06

Job Description

About our client 

Our client provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, our client helps people thrive by applying our insights and over 150 years of experience. They have over 155,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where they live and work. 


About the role

This role will have a dual role i.e. Demand Planning manager and Customer Service manager. As Demand Planning manager, the purpose of this role is to lead the execution of the Demand Planning program in collaboration with representatives from other business functions e.g. Finance, Plant Operations, Sales and Marketing. The role is also responsible for the demand forecasting activities associated with the production of finished goods (FG). This position ensures steady supply of FG by creating and maintaining optimum inventory and developing forecast models. Other responsibilities including the execution of the forecast model, analysis, monitoring and tracking and reporting for continuous improvement. 

As Customer Service Manager, the position is responsible to lead the Order Taking and Customer Service and Solution programs. Engagement is a key area embedded in the role to ensuring Product and Service Quality across locations. This position champions solutions and initiatives including the development of value-adding service packages from the analysis of customers order-buying behaviours and feedback. It also works with various teams to ensure customer-friendly processes in doing business with our client. Responsible to build relationship with the customers, protects customer information, quality conscious, a process innovator and developer of customer solutions.


Your responsibilities

Lead the Demand Planning (DP) and Customer Service (CS) Functions (50%)

  • This role will lead implementation of DP & CS capabilities in Malaysia to its full scope. This will include leading the team members such as CSR and CSA and partnering with other functional team to execute the following activities:

  • Leads the Demand Forecasting Program.

  • Leads the customer service activities from order taking to order fulfilling and customer engagement including complaints handling related to customer service activities.

  • Review current state performance in demand planning and customer service-related processes. Assess performance gaps and prioritize opportunities.

  • Identify appropriate tools and resources needed for problem solving and continuous improvement projects.

  • Ensure systems are in place to sustain the change and measure progress.

  • Identify best practices and ensure deployment and support of the recommended standard operating procedures. Ensure leadership support, understanding and accountability. 

Process Design / Execution, Change & Culture (30%)

  • Conducts historical review of sales trends, demand drivers, forecast data, development of statistical forecast models and evaluate forecast results.

  • Collaborates with other business functions e.g. Manufacturing, Sales, Marketing and Customer Finance to obtain and ensure that current and accurate information is used for demand forecasts.

  • Providing input to the Supply Planning process in developing inventory strategies on existing items, new products, and product phase-outs.

  • Manages customer expectations and feedback to ensure customer satisfaction.

  • Listens and connects with customers and commercial teams to develop customer retention, growth relationship strategies and value-added service programs.

  • Supervise, develop and coach manpower to increase employee engagement and execute plans and programs. 

  • Benchmarks services within the Company and other industries and deploys BMPs to local unit.

  • Any other duties as assigned by the superior.

Lead Change Communication & Education (20%)

  • Administrative functions and any other duties as assigned by the Supply Chain Manager.

  • Timely and accurate submission of required reports.

  • Effective management of subordinates which includes coaching and mentoring.

  • Ensure training plans are developed and executed, as needed; providing coaching where needed.

  • Provide ongoing change management leadership and support for BU change initiatives.

  • Provide communications of completed DP & CS project/program to key stakeholders in BU.

  • Incident Management / Problem Management – Step in to escalate issues that are not getting addressed.


You will have 

  • Industrial Engineering graduate or any equivalent course.

  • Minimum 5 years of working experience with at least 2 years’ experience in Supply Chain Management specifically in Demand and Supply Planning.

  • Demonstrate proficiency in statistics, forecasting and forecasting methods with an understanding of their financial and operational impacts.

  • Experienced with other software packages including Windows, and Microsoft Office.

  • This position requires strong analytical, organizational, decision making, and presentation skills.

  • Strong interpersonal skills are also essential to effectively interact with all teams, areas and levels of business affecting the forecast process.

  • Good facilitation skills are required.


Preferred Qualifications 

  • Work experience in data analysis is preferred.

  • Knowledge of any Demand Planning and/or WMS software is an advantage.

  • Demand and Supply Planning experience will have an added advantage.

  • Work experience in data analysis is preferred.​