Job Description – Senior Customer Fulfillment Coordinator

Location - Mumbai

Job Purpose

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

Key Accountabilities

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

Customer Fulfilment CoordinationDecision on external and internal mitigation actions (delay deliveries, modify order quantity, propose substitution)Provide product allocation per customer in a shortage situationDefines backorders policy and prioritization decisionsDetermine the orders that are eligible for fulfilment using short shelf-life (batch determination & customer agreement)Apply short-term stock management to drive SITDetermine the maximum threshold for OOS and shortage: Customer accepted quantities, PAL, MOQ definitionManage contact with the warehouse or 3PL relating to necessary fulfilment activitiesEnables customer communications via SC Customer Engagement

Process Effectiveness & AnalyticsMonitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvementsCommunicate root cause analysis of issues foundExecutes additional process analysis when requestedPrepare/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 executedPrepare SISO & SIT consolidation data's & analysis and documentationManage VMI customer analytics & replenishment (where relevant)

Collaboration with SC Customer Engagement teamSupports necessary SC customer collaborative activity driven by SC Customer EngagementAttends 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.

ComplianceCompliance 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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