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Job Description – Senior Customer Fulfillment Coordinator

Location - Mumbai

Job Purpose

• Manage Customer fulfilment daily operational activities execution (Sales & Operations Execution) and communicates to internal stakeholders
• Responsible for the effectiveness of the overall Customer Fulfilment process
• Support SC Customer Engagement team with analytics and reporting
• Responsible for day-to-day coordination & governance with O2C team or of any local outsourced back-office activity.

Key Accountabilities

• Manage S&OE Process
  • Execute proactive and reactive mid & short-term stock management in the legacy systems
  • Share potential shortage & OOS identified for following 4 weeks to planning & Customer Fulfilment management 
  • Apply short-term stock management to steer Stock in Trade
  • Gather all OOS issues impacting customers in order to manage communication with the customer.

• Customer Fulfilment Coordination
  • Decision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution)
  • Provide product allocation per customer in a shortage situation
  • Defines backorders policy and prioritization decisions
  • Determine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement)
  • Apply short-term stock management to drive SIT
  • Determine the maximum threshold for OOS and shortage: Customer accepted quantities, PAL, MOQ definition
  • Manage contact with the warehouse or 3PL relating to necessary fulfilment activities
  • Enables customer communications via SC Customer Engagement

• Process Effectiveness & Analytics
  • Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements
  • Communicate root cause analysis of issues found
  • Executes additional process analysis when requested
  • Prepare/extract KPIs for fulfilment processes (S&OE, Revisit, RCA OTIF)
  • Support month end closing (S&OE landing) to ensure all steps defined in monthly sales objective are properly executed
  • Prepare SISO & SIT consolidation data's & analysis and documentation
  • Manage VMI customer analytics & replenishment (where relevant)

• Collaboration with SC Customer Engagement team
  • Supports necessary SC customer collaborative activity driven by SC Customer Engagement
  • Attends SC Operational meetings with VIP customers when necessary

• Outsourced Back Office or 3PL/4PL Activity Governance (where relevant)
  • Orchestration, governance & escalated activities of outsourced O2C or 3PL/4PL activity.

• Compliance
  • Compliance routines & O2C monitoring (incl. SOPs review/ creation, compensatory controls & action plans)
  • Lead review of control points such as SO modification, Returns/RUD and all related controls under order to cash.

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