Customer Replenishment & Service (CRS) - FMCG

Position: Customer Replenishment & Service (CRS) - 6 months contract

Working place: Nguyen Luong Bang, Tan Phu Ward, District 7, Ho Chi Minh City

Working hours: Monday – Saturday, 9:00 – 18:00 (WFH on Sat if needed)

1. About the role:

Customer-facing Supply Chain (CSC) team are the SC ambassadors working with customers in demand capture / demand fulfillment and SC solutions, for a purpose of maximizing product availability in the market, optimizing cost-to-serve and bringing excellent customer experience, to contribute to profitable business growth.

In CSC team, CRS is directly responsible for stock availability at stores by daily replenishment as well as customer interaction for service and demand understanding.

Main responsibilities:

1. Customer Demand Understanding

• Capture customers' expectation for building relationships
• Get customers insight about status of actual sale, market response to the promotion activities, etc.especially when finding sudden sale (out of demand sensing)
• Contribute understanding of market demand to analytics team and CCDF for better demand capture.

2. Norm Mgt and Order Proposal

• Find norms (actual needs) of distributors based on reviewing many factors of RR, demand sensing and customer demand understanding
• Acquire special sale areas or distributors' characteristics or distributors' opinions to adjust norms
• Align norm with distributors on monthly basis
• Propose orders based on norms and distributors' stocks (DT) or suggest orders for sale sup based on OSA results (MT).

3. Order Management

• Manage Hub team for order receiving, validation and keying
• Rescue orders by working as a center point with internal teams (CD, MSO, DC) and external stakeholders (customers, 3rd parties) to rescue the invalid part to maximize delivery percentage of the orders (primary sales), including:
• Negotiate with customers, CD for substitution of error codes or request internal team to fix
• Negotiate with customers, MSO, CD for extra stock (both baseline and allocation) or alternative SKUs
• Optimize gift and FG to guarantee smallest loss from redundancy
• Negotiate with customers, CD for more orders if under MOQ
• Make decision of keying orders based on working with customers for effective order date & RDD
• Make decision of delivery window time, location based on negotiating with customers and transporters
• Make decision of order division based on sale situation, receiving/delivery capacity, SKU type, promotion phasing
• Reallocate stock according to distributors' stock or MT stores' OSA
• Support customers to balance orders to achieve sale target during Month end period.

4. Customer Service

• Work as a center point among customers, transporters, CD team to solve hundred delivery issues categorized into 8 types: Customer's warehouse, Timing, Order, Porter, company's WH, Document, Gift, Master data issues
• Receive customers' complaints, queries, requests then solve or send to related teams (and manage it within lead-time agreements).

5. Reporting

• Analyze loss, root causes for service level reports
• Analyze gap then align KPI with customers.

Requirements:

• Bachelor degree in related major
• 1-2 years of experience in an FMCG environment with order management/ fulfillmen
• Good knowledge of category, service levels, customer experience
• Advanced excel skills
• Proactive, Customer oriented mindset
• Good interpersonal & Problem-solving skill
• Thorough & pay attention to details

Salary and Benefits:

• Salary: (Negotiable based on your skills and experience)
• Contract terms: 6 months
• 100% salary during probation period & full SHUI
• Provided shuttle bus and lunch
• MNC working environment
• Sign Labor contract with 3P – Talentnet