· RESPONSIBILITIES:
Order Management
o Data entry:
· Demonstrate expertise in data entry by capturing all customer orders accurately within appropriate cut off periods (capture of orders in various format: DMS, Web /link of customer, Email with Excel, PDF, Word file..)
· Maintain the integration of the DMS and the Computerised Order entry Systems in SAP through efficient, accurate processing of all documentation to meet KC’s controls and guidelines.
· EDI order management. Review of blocked and incomplete orders ensuring that orders are not unduly delayed.
· Amend (adding, changing, deleting) customer orders on request for internal and external stakeholders.
· An ability to process dedicated customers’ orders per day is critical to ensure all orders are cleared by close of business.
o Credit Control:
· Check credit limit of customer prior to order processing
· Coordinate with Finance for exceptions of credit release.
· Advise and follow up with Distributors on payment amount to unleash credit.
o Stock allocation control (Applied for CP plan and Tight supply)
· Control incoming orders versus allocated quantity during effective timing of allocation.
· Alert to customer and related team to balance and switch order if needed to meet business
o Ensure to commit compliment of Internal Audit control for handling Promotion schemes /Gift assignment
o Understanding the priority and criticality of different customers, channels and situations. Advise K-C internal/external customers of order and delivery problems, stock status and suggest alternatives to assist the customer maintaining sales of K-C products.
o Create returns orders and follow-up with Sales/Distributors for stock transfer. Analyse market return & refusal to prevent future situations
Transportation Planning & Trucks Booking
o Ensure incoming orders checked and sent to WHs and transportation departments, within the cut off timetable
o Manage and create shipment no to measure % full truck by trip by route to ensure Truck Utilization PI achievement and optimize the transportation cost, contributed to distribution cost saving.
o Work with transporters for trucks booking.
o Well coordinate with Distribution team to apply truck scheduling for trucks arrival in DC to ensure on Time in Full delivery to customers.
Customer Interaction
o Adhere and comply with standard work practices in line with Kimberly Clark’s policy, procedure and work instructions.
o Provide customers with immediate and relevant feedback and information relating to service delivery, order etas, stock information, pricing and claims received via phone or email.
o Develop expertise in product knowledge for all Kimberly Clark products and answer general product enquiries.
o Acting as intermediary between Customer Service, Customer Care, Warehouse and Marketing for unusual enquiries and non-standard requests.
o Maintain good relationship with customers, taking into consideration the sales strategy.
o Add value to customer and company through Order Management process.
- Influence customers to modify their ordering behaviours to improve total supply chain performance (e.x influence delivery frequency, order size,..)
- Influence supply chain to adjust flexibility and availability levels, in line with the Route-to _market and Logistics strategy
Reporting
o Extract data from system and run designed reports to support business analysis and decision making (Sales by Category, area, promotion…). Report issues when strategic customers / specific promotion activities are affected by stock or capacity shortage
o Daily track orders and deliveries and sent daily report to GT channel to drive business target.
o Understanding Business Impact as proceed & record Order. Escalate as needed. Follow with instruction & alignment
o Discuss cost related to services level and customer profitability
Project Improvement / Continuous Improvement
o Optimize the process by achieving higher efficiency internally. Increase process efficiency by automating routine checks & alert procedure
o Increase visibility on customer performance to improve order acceptance process (e.g: ordering patterns, payment histories..)
o Collaborate with FIN to improve credit check process
o Analyse KPIs, monitor trends and determines improvement actions.
