Senior Specialist , Customer supply chain management

Customer Collaboration

• Serve as a primary point of contact for customers, providing timely and effective communication on order status, supply chain situation ,delivery schedules, and other relevant information
• Develop and maintain strong business relationships with customer to understand their needs and preferences, leverage supply chain as our advantage to gain customer satisfaction and bring business success
• Leading demand/fulfillment forecast and supply chain topics meetings with customer and Account Sales; initiate order behavior improvement measures where needed
• Review current operation processes and deploy improvement measures in order to optimize the collaboration with the customer and increase customer satisfaction

Order Fulfillment and Supply Demand Match

• Monitor and strive for on-time delivery of orders ; resolve incomplete or blocked orders ; analyze and resolve order fulfillment issues, such as stockouts, shipping errors, and delivery delays
• Manage order changes violating the reschedule or cancellation rules internally and with customer
• Collaborate with internal stakeholders, such as supply chain planning team , Product Line Marketing , Logistics to ensure seamless order fulfillment , continuously drive the improvement of demand supply gaps ( Customer Request Date vs Customer Delivery Date)
• Manage order changes violating the reschedule or cancellation rules internally and with customer
• Initiate and manage emergency shipments by collaborating with logistics team , manage pre-production shipments and special clearance
• Proactively inform or provide early warming to related stakeholders in CLM , Supply Chain Planner & Sales Team regarding expected changes in customer demand and initiate appropriate measures and actions
• Maintain CLM KPI scorecard metrics to measure order fulfillment performance
• Support the setup of advanced supply chain concepts (e.g., B2B/EDI , ICP , Consignment ,call-offs , wafer business )

Customer Escalations Management

• Strive to avoid escalation situations in collaboration with Supply Chain Planner, Customer allocation team, gCLM or Disti CLM where possible
• Raise the appropriate escalation ticket and drive for supply improvement to avoid customer production line down
• Obtain and verify information from the customer in relation to line down date & time, minimum run rate, drop dead quantities, etc.

Analytics & Reporting

• Use standard and customer-specific reports to analyze and understand customer demand trend & order behavior, demand fulfillment, lead- time and supply chain KPIs to drive business decisions

Support / Miscellaneous

• Understand customer supply chain end-to-end and strive to reduce complexity by developing customer insights and market intelligence (e.g. Supply Chain channel, product know-how, market development)
• Support monitoring contractual compliance based on agreement
• Review current operation processes and deployment of improvement measures (e.g. EDI, logistics programs, Supply Chain concepts)
• Support company revenue through optimize supply and on hand inventory
• Manage order handling complaints with customers and goods returns ; initiate and communicate RMA process
• Challenge the customer on rescheduling and cancellation (within freeze window) and provide an early warning of demand softening signals internally (outside freeze fence)