Location: Lahore, Pakistan
Company: Nestlé Pakistan
Full-time

POSITION SUMMARY
Responsible for effective management of stock allocation process, including proactively reviewing demand & supply simulations and executing customer behaviour analysis.  Collaborates across market functions to align on actions to mitigate risk and impact, while enhancing the business' ability to provide proactive communication to customers in need for out-of-stock situations.
        
 A DAY IN THE LIFE …
•    In depth use of the VMI-CMI technical solution, including data maintenance and alignment with Nestlé and Customer systems.
•    Manage replenishment using information such as sales history, forecast and stock holding within the customer Distribution Centre/Store and Nestlé location.
•    complete and resolve all demand capture failures / Fulfilment / VMI/CMI issues within defined service level agreement.
•    Recognize and measure where possible, elements of replenishment from stock holding locations (Nestlé to Customer and Customer Distribution Centre to Store).
•    Be the principal contact for the customer or contact customer, when required, to propose resolution / mitigation actions against operational issues (Out of Stock risk / Stock Allocation / Delivery Creation / Billing / returns and refusals / physical logistics related issues etc.)
•    Apply the mitigation agreed with customer if related to already existing orders or setup the mitigation action for future orders.
•    Capture and register Returns and Refusals requests through Customer Interaction
•    Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of credit/debit value.
•    Manage the execution of Returns & Refusals with Customers & Transport and receive and archive all relevant information of the case.
•    Manage, monitor and coordinate of the destruction of goods - when needed with Physical logistics and 3rd party providers.
•    Provide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance / non acceptance.
•    Collaborate with relevant specialists (in COC and Market) to determine and better understand cause of master data and pricing exceptions that cause blocks or order failure - e.g. COC O2C Master Data Specialist and COC Pricing Analyst.
•    Provide 360 visibility on status of orders to customers and internal teams.
•    Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements.
•    Drive and encourage continuous improvement within the team moving to a more efficient exception management / Order Fulfilment / VMI/CMI process meeting all internal and external KPI's
•    Optimize distribution costs by collaborating with Physical Logistics, Production and Transportation.
•    Analyzes data to perform Customer Behaviour, trend and risk analysis taking in account inputs from Demand & Supply Planning, Sales, Customer and Service Strategy as well to determine out of stock risks. 
•    Helps drive identification of actions (i.e. maintenance of quota, preventing issues in transportation in case big demand is detected, highlighting if customer didn't submit order despite of forecast).
•    Identify the potential mitigation actions required to mitigate out of stock risks. Escalate and engage other functions, when required, to collaborate in determination of mitigation actions.

WHAT MAKES YOU SUCCESSFUL?
•    5 years or more experience in leading teams in at least two of the following areas :
o    Customer Service
o    Customer Facing Supply Chain
o    Demand & Supply Planning
o    Distribution/ Materials Handling
o    Sales and/ or Marketing
•    Experience with and strong focus on customers
•    Strong Supply Chain and Demand Management knowledge and expertise